Technical Support Manager - Refrigeration

Charlotte, NC, US • Posted 17 hours ago • Updated 4 hours ago
Full Time
On-site
Fitment

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Job Details

Skills

  • Field Service
  • Customer Satisfaction
  • Customer Service
  • Customer Relationship Management (CRM)
  • Communication
  • Startups
  • Escalation Management
  • ROOT
  • Technical Support
  • Continuous Improvement
  • Technical Writing
  • Corrective And Preventive Action
  • Collaboration
  • Service Operations
  • Training
  • Sales
  • Customer Facing
  • Leadership
  • Supervision
  • NATURAL

Summary

Overview

We are seeking a Technical Support Manager who will lead customer-facing technical support operations for CCR. This role is responsible for delivering timely, accurate, and professional technical assistance to customers and field service partners while ensuring a high level of customer satisfaction. The manager oversees technical support staff, drives service excellence, and acts as a key liaison between customers, service operations, engineering, and product teams.

Responsibilities

Customer-Focused Technical Support
  • Serve as the primary escalation point for customer technical issues related to refrigeration systems
  • Ensure prompt, effective resolution of customer inquiries, complaints, and system performance concerns
  • Maintain strong customer relationships by providing clear, professional, and solution-oriented communication
  • Support customers during critical outages, startups, and system modifications

Technical Expertise & Escalation Management
  • Provide advanced troubleshooting support for refrigeration systems, controls, and components
  • Review field data, alarms, and service history to identify root causes
  • Guide customers and technicians through complex diagnoses and corrective actions
  • Stay current on refrigeration technology, controls, and regulatory changes
  • Lead, coach, and develop a team of technical support specialists

Process & Continuous Improvement
  • Develop and maintain customer-facing technical documentation, FAQs, and knowledge bases
  • Analyze support trends to improve response quality and reduce repeat issues
  • Recommend product, process, or training improvements based on customer feedback
  • Collaborate with quality and engineering teams on corrective action initiatives

Cross-Functional Collaboration
  • Act as the technical voice of the customer internally
  • Coordinate with service operations, engineering, training, and sales
  • Support new product rollouts with customer-facing training and support materials
  • Assist sales and account teams with technical reviews and customer consultations when needed

Qualifications

  • 6-8+ years of experience supporting commercial
  • 3+ years in a customer-facing leadership or supervisory role
  • Strong working knowledge of refrigeration systems, controls, and diagnostics
  • Familiarity with natural refrigerants (CO?, ammonia, propane)
  • Experience supporting large customer accounts or enterprise service organizations is a plus
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10244807
  • Position Id: a79017c8da79d6beeac97c13b7188d46
  • Posted 17 hours ago
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