What are the responsibilities and job description for the Technical Support Manager position at Full Swing Simulators?
Description
This position's schedule will be Tuesday - Saturday 10am-7pm PST, and will be required to be onsite 3-4 days a week. Training schedule will be Monday - Friday 8am-5pm PST, onsite 5 days a week.
Are you ready to lead a highly skilled technical support team in a dynamic, ever-changing environment? We are seeking an experienced technical support manager to oversee both onsite and remote team members, driving excellence in customer service and technical operations. In this role, you will lead and mentor a team of talented technicians working with hardware and software products to support both commercial and residential customers. You will troubleshoot complex technical issues, ensure timely customer feedback, support product rollouts, and maintain high performance across existing product lines.
This position requires a solution-focused, data-driven leader with strong communication skills to interact directly with staff and customers and create clear expectations. You will collaborate across teams to improve processes, enhance customer satisfaction, and contribute to both day-to-day operations and long-term strategic initiatives. We value employees who bring ideas, take ownership, and thrive in a positive, encouraging environment. If you are passionate about leading a team, solving problems, and delivering exceptional results, this is the opportunity for you.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Key functions and tasks
Required Education, Experience & Skills
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
What We Offer
At our company, rapid growth means endless opportunities! We’re committed to developing talent from within, offering clear career advancement paths across all roles. Over 70% of our managers—and many other key team members—were promoted internally. If you're eager to grow and make an impact, join us and see where your potential can take you!
Full Swing Golf is an Equal Opportunity Employer. We believe everyone has the power to make a difference and are committed to fostering an inclusive workplace. We provide equal employment opportunities regardless of sex, race, color, gender, religion, marital or domestic partner status, age, national origin, ancestry, disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship, or genetic information. If you need an accommodation during the application or interview process, please contact hr@fullswinggolf.com.
This position's schedule will be Tuesday - Saturday 10am-7pm PST, and will be required to be onsite 3-4 days a week. Training schedule will be Monday - Friday 8am-5pm PST, onsite 5 days a week.
Are you ready to lead a highly skilled technical support team in a dynamic, ever-changing environment? We are seeking an experienced technical support manager to oversee both onsite and remote team members, driving excellence in customer service and technical operations. In this role, you will lead and mentor a team of talented technicians working with hardware and software products to support both commercial and residential customers. You will troubleshoot complex technical issues, ensure timely customer feedback, support product rollouts, and maintain high performance across existing product lines.
This position requires a solution-focused, data-driven leader with strong communication skills to interact directly with staff and customers and create clear expectations. You will collaborate across teams to improve processes, enhance customer satisfaction, and contribute to both day-to-day operations and long-term strategic initiatives. We value employees who bring ideas, take ownership, and thrive in a positive, encouraging environment. If you are passionate about leading a team, solving problems, and delivering exceptional results, this is the opportunity for you.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Key functions and tasks
- Manage and lead a team of technical support hardware and software technicians.
- Manage and triage incidents and service requests assigned to team queues.
- Prioritize product-related complaints in the CRM and escalate to appropriate tiers or R&D as needed.
- Assign problems and tasks to technical support personnel.
- Analyze KPIs regularly to monitor team performance and goal achievement.
- Provide reporting on KPIs and trends to management on an as-needed, weekly, monthly, and quarterly basis.
- Track and report metrics for tickets assigned to and handled by the Technical Support team.
- Analyze situations and identify resources required to resolve issues.
- Make quick, calculated decisions, often with limited information.
- Follow up with customers to assess satisfaction and identify areas for improvement; implement corrective actions when necessary.
- Partner with trainers/documentation specialists to maintain and analyze training records, ensure ongoing staff development, and advise on career growth.
- Develop and mentor the team to progress from various skill levels.
- Assign tickets based on workload, expertise, complexity, expected resolution, and resource availability.
- Assist in escalation management and ensure proper engagement for timely resolution.
- Contribute to training manuals, guides, and course materials.
- Communicate department initiatives through various formats, including meetings, presentations, simulations, and videos.
- Manage onboarding and offboarding for all new product versions.
- Assist in prioritizing production incidents, releases, and new application implementations.
- Keep management informed of situations requiring additional client assistance or escalation.
Required Education, Experience & Skills
- Bachelor’s degree in a relevant field or equivalent experience.
- 5 years supporting PC hardware/software, LAN/WAN networks, and related products.
- 5 years managing process improvement, case management, and customer relations in a service center or similar environment
- Proven energetic leadership, expanded responsibilities, and team management skills.
- Experience managing workloads through a ticketing system while following established processes.
- Oversight of remote technical support teams across multiple time zones.
- Strong verbal and written communication skills.
- Proven ability to successfully lead remote teams in a service center environment.
- Strong presentation, troubleshooting, and conflict resolution skills.
- Ability to make decisions based on analysis of business impact.
- Ability to organize and manage multiple priorities in a dynamic environment.
- Proficient with Microsoft Office Suite.
- Mentorship of technical support associates for growth, development, and improved customer experience.
- Experience with Microsoft Office, Salesforce, Zoom, Teams, Paylocity, NetSuite, diagnostic tools, etc.
- Familiarity with U.S. and international compliance training requirements.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
What We Offer
- Comprehensive Benefits Package – Medical, dental, and vision coverage, plus more
- 401(k) with Company Match – Up to 4% contribution match
- Paid Time Off – Generous PTO and paid holidays
- Supportive Work Environment – A relaxed, non-corporate atmosphere
- Team Culture – Engaging team bonding events and activities
- Onsite Wellness – Access to a personal trainer, yoga classes and gym facilities for a healthy work-life balance
- This role operates in a hybrid or office-based environment, depending on company needs.
- Work is primarily performed in an office setting with standard working hours; however, occasional after-hours support may be required.
- The position requires frequent interaction with employees across different departments, requiring strong collaboration and communication skills.
- The role may involve sitting for extended periods, working on a computer.
- Able to lift 25 lbs.
At our company, rapid growth means endless opportunities! We’re committed to developing talent from within, offering clear career advancement paths across all roles. Over 70% of our managers—and many other key team members—were promoted internally. If you're eager to grow and make an impact, join us and see where your potential can take you!
Full Swing Golf is an Equal Opportunity Employer. We believe everyone has the power to make a difference and are committed to fostering an inclusive workplace. We provide equal employment opportunities regardless of sex, race, color, gender, religion, marital or domestic partner status, age, national origin, ancestry, disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship, or genetic information. If you need an accommodation during the application or interview process, please contact hr@fullswinggolf.com.