Product Support Manager

Role overview Lead a technical support team responsible for gas engine power generation equipment and related systems. You’ll coordinate service work, resolve complex equipment issues, and use customer feedback and operational data to improve reliability and service quality. The role is listed as fully remote, with substantial travel.

Responsibilities - Schedule, guide, and develop technicians handling monitoring, inspections, maintenance, repairs, installations, and startups. - Prioritize service work based on equipment conditions and customer needs; improve maintenance workflows and response plans. - Take escalations for equipment shutdowns, technical problems, and customer concerns, coordinating resolution across teams. - Review performance and service metrics, logs, inspection findings, reports, and parts records to identify trends and ensure accurate documentation. - Coach technicians on diagnostics, equipment operation, safe work, service procedures, and customer communication. - Maintain technical procedures and documentation, support new tools, and ensure compliance with health, safety, and environmental practices.

Requirements - At least eight years of customer or technical support experience, including managerial or supervisory experience. - High school diploma or equivalent education or experience. - Demonstrated team leadership, customer support, communication, organization, and multitasking skills. - Strong analytical and problem-solving ability, including using data to recommend improvements. - Familiarity with support software and experience developing support strategies; product management or development experience is also requested. - Ability to lift at least 50 pounds and travel approximately 40% of the time.

Benefits and work setup - Fully remote position with approximately 40% travel. - Medical, dental, and vision coverage; paid time off and holidays; and a retirement plan with employer match. - Wellness programs and gym stipend, paid volunteer time, and career development opportunities. - Competitive compensation; no specific amount is provided.