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
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