Lead on-site Technical Support and RMA/Repair teams, build scalable support and repair processes, monitor KPIs, manage escalations, analyze service trends, partner cross-functionally, and improve repair efficiency and customer satisfaction.
Teguar is a leading provider of cutting-edge industrial and medical computer solutions that are specifically designed to provide reliable performance in the most demanding environments and applications. Founded in 2010, we are a fast-growing Inc 5000 company and we believe in excellence in the quality of our products, the quality of our customer service and the quality of our team.
About the RoleWe are seeking a Technical Customer Support & RMA Manager to lead Teguar's Technical Support and RMA repair services departments.
This role ensures customers receive timely, accurate, and professional technical service while building the processes, metrics, communication rhythms, and team structure needed to support current operations and future growth.
This role is 100% on-site and located in our Charlotte, NC headquarters.
What You’ll Do- Lead daily operations of the Technical Support and RMA/Repair services departments.
- Manage team performance, staffing, training, coaching, and employee development.
- Build and maintain scalable processes for Technical Support and RMA, including intake, triage, escalation, documentation, automation rollout, and handoffs with Sales, Product Management, Operations, Quality, and Fulfillment.
- Establish and monitor KPIs including response times, repair turnaround times, backlog, service quality, and customer satisfaction.
- Oversee customer escalations and ensure timely resolution of technical issues, repairs, returns, and exchanges.
- Analyze service trends and customer feedback to identify improvement opportunities and product quality concerns.
- Manage repair department performance, including service costs, repair efficiency, and departmental profitability.
- Partner with Sales, Product Management, Operations, Quality and Fulfillment to resolve customer issues and improve service delivery.
- Maintain expertise of company products, services, and technical solutions.
Requirements
- Bachelor's degree in Business, Information Technology or related field and 4 years of relevant experience; or a minimum of 7 years experience in lieu of education; or an equivalent combination of education and experience.
- 4+ years of experience in technical support, service operations, or repair services.
- Experience managing both a customer-facing Technical Support team and an RMA/Repair Services operation.
- Proven experience developing KPIs and improving service performance metrics.
- Experience with industrial, medical, embedded, or computer hardware products.
- Eligible to work in the United States without visa sponsorship.
- Able to work on-site.
- Knowledge of export related governmental regulation.
- ISO 9001 and/or ISO 13485 experience.
Benefits
- Up to $10,000 in relocation assistance for the right candidate for this position.
- 401K matching
- HRA (Health Reimbursement Account) covers medical, dental and vision expenses
- Basic Life and AD&D Insurance
- Supplemental Insurance plans
- Gym membership
- Paid Holidays and PTO days
- Birthday PTO and Volunteer Day
- Culture Committee Program
- Employee Referral Bonus Program
- Modern office work environment with free drinks and snacks
Teguar Corporation Charlotte, North Carolina, USA Office
2920 Whitehall Park Dr, Charlotte, NC, United States, 28273
Similar Jobs
Artificial Intelligence • Productivity • Sales • Software
Own the full enterprise sales cycle for named accounts, position monday.com solutions and AI agents to drive customer ROI, coordinate cross-functional support, negotiate contracts, and act as escalation contact to maximize customer value and retention.
Top Skills:
Ai AgentsMonday.Com
Artificial Intelligence • Productivity • Sales • Software
Own and grow a named portfolio of enterprise accounts end-to-end: retention, expansion, and executive relationship management. Drive net revenue growth via upsell/cross-sell, develop account plans aligned to customer strategy and ROI, build multi-threaded executive relationships, partner with Customer Success for adoption, serve as primary escalation for commercial issues, and consult with leaders to drive organizational change and platform adoption.
Top Skills:
AIMonday.ComSaaS
Digital Media • Gaming • Information Technology • Software • Sports • Esports • Big Data Analytics
Support and optimize outsourced customer experience operations by partnering with vendors and internal teams. Monitor performance metrics, review interactions, drive continuous improvement, facilitate calibrations and escalations, and coordinate cross-functional responses to protect service levels and customer satisfaction.
Top Skills:
Google WorkspaceMS Office
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
