Support Manager
$78,000–$82,000 year
On-siteVancouver, Washington, United States
Job Summary
Manage service tickets using task management software to ensure repairs are processed timely. Generate return authorizations, inspect equipment for defects, and document findings for defective inventory. Determine warranty coverage for replacement parts and expedite shipping while consulting management. Maintain updated service SOPs and digital loaner equipment records within the ERP system. Act as the primary contact for challenging repairs, follow-ups, and unique customer cases via phone, email, and video. Serve as the first point of contact for Distribution Reps and Technicians on technical inventory questions. Provide one-on-one coaching to Support Team members on order errors, ERP procedures, and customer service. Perform weekly audits of department orders and notify staff of items requiring attention.
Required Qualifications
- 1–2 years of related experience or equivalent
- Basic competence in the duties and tasks of supervised employees
- Strong organizational, problem-solving, and analytical skills
- Ability to manage priorities and workflow
- Excellent customer service and interpersonal skills
- Demonstrated ability to supervise and motivate staff
- Good judgment with the ability to make timely, sound decisions
- Creative, flexible, and innovative team player
- Commitment to excellence and high standards
- Excellent written and verbal communication skills
- Versatility and flexibility to work within changing priorities and enthusiasm for doing so
- Proficiency in Microsoft Office
- Working knowledge of basic principles, theories, concepts, and practices within the applicable engineering/technical specialization
- Occasionally required to stand, walk, climb, balance, bend, stoop, kneel, or crawl
- Continually required to sit
- Continually required to utilize hand and finger dexterity
- Continually required to talk or hear
- Continually required to use visual acuity to operate equipment, read technical information, and/or use a keyboard
- Occasionally required to lift/push/carry items up to 50 pounds
Desired Qualifications
- Production experience, preferably in the precision equipment industry
- Familiarity with Microsoft Office (Word/Excel/Outlook) and Microsoft 365
- Small equipment or electrical repair experience
- Phone support or call center experience
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