Technical Service Manager

ASSA ABLOY Opening Solutions

Technical Service Manager leading expert-level support for luxury hardware brand. Collaborating with cross-functional teams for operational excellence and customer satisfaction.

Posted 6/24/2026full-timeWyomissing • Pennsylvania • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own and manage service levels (SLAs) across phone, email, chat, and case management channels
Monitor daily/weekly/monthly performance for response time, resolution time, and backlog levels
Drive improvements in queue health, staffing alignment, and workload balancing
Provide performance reporting and actionable insights to leadership
Serve as the highest-level escalation point for complex technical issues
Oversee Tier II/III support processes to ensure timely and accurate resolutions
Define troubleshooting standards for installation, repair, and product application
Partner with Engineering and Quality to resolve root causes and systemic issues
Develop and execute technical training for customer care, sales, and partners
Maintain product knowledge resources and documentation
Ensure team expertise across mechanical, electronic, and smart hardware solutions
Analyze trends in escalations to identify root causes and recommend improvements
Provide technical consultation for field sales and partners
Serve as a subject matter expert for luxury hardware solutions and product selection in high end / complex applications.

Requirements

What you’ll need

5–8+ years of experience in technical support, customer service, or product-focused roles
2–4+ years of leadership experience (supervisor, lead, or manager level)
Proven experience managing technical escalations and complex customer issues
Experience working with mechanical and/or electronic hardware products preferred
Strong understanding of product applications, installation processes, and technical diagnostics
Proficiency in CRM platforms (Salesforce preferred) and service management tools
Proven ability to lead, coach, and develop high-performing technical service teams
Strong performance management skills, including driving accountability to service levels (SLAs) and quality standards
Ability to prioritize, delegate, and manage multiple workflows in a fast-paced environment
Experience building a culture of continuous improvement and operational excellence.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportcustomer serviceproduct applicationsinstallation processestechnical diagnosticstroubleshooting standardsperformance reportingqueue health managementworkload balancingroot cause analysis

Soft Skills

leadershipcoachingperformance managementaccountabilityprioritizationdelegationworkflow managementcontinuous improvementoperational excellencecommunication