Technical Customer Support & Rma Manager 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. We 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.
