Description
We are looking for an experienced Technical Equipment Support Manager to lead international support operations in Clearwater, Florida. This position oversees technical assistance for partners and customers, strengthens service processes, and ensures issues are handled with urgency and professionalism. The role also serves as a central point of coordination between support teams, external technicians, and leadership to improve service quality and operational consistency.
Responsibilities:
Lead a team of 10 technical support professionals, setting clear expectations, coaching performance, and promoting responsive customer service across international accounts.
Oversee incoming international escalations and ensure each request receives a prompt acknowledgement, with a target response time of 30 minutes.
Partner regularly with senior leadership to review recurring support concerns, discuss resolutions, and align on service priorities.
Build and refine onboarding procedures for new clients so implementation steps are clear, consistent, and easy for teams to follow.
Act as the primary connection between technical support, dealers, technicians, and business partners to keep communication accurate and timely.
Identify service gaps affecting international operations, develop practical solutions, and drive improvements through to completion.
Prepare and maintain process documentation that increases efficiency, supports standardization, and helps the team deliver dependable results.
Monitor support activity in ticketing systems, coordinate troubleshooting efforts, and help resolve hardware and equipment-related issues as needed.
Contribute to additional customer experience and support initiatives assigned by leadership.
Balance multiple priorities in a fast-moving environment while maintaining attention to detail and follow-through on commitments.
Requirements
Previous experience managing a technical support function, preferably within an international or multi-partner service environment.
Strong leadership skills with the ability to guide, develop, and motivate a technical support team.
Working knowledge of computer hardware, equipment maintenance, and structured troubleshooting practices.
Experience using ticketing systems to track requests, manage escalations, and maintain service responsiveness.
Excellent communication and organizational abilities, with sound judgment in decision-making.
Proven ability to handle multiple priorities efficiently without sacrificing accuracy or customer satisfaction.
Demonstrated commitment to high-quality customer experience and consistent follow-up on open issues.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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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: rhalfint
- Position Id: 01070-0013492007
- Posted 2 days ago
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