Senior Manager, Technical Support

PDI

Senior Manager overseeing Technical Support team for Tru-D healthcare products. Leading strategies for customer equipment service and team development with a commitment to quality.

Posted 7/2/2026full-timeRemote • Tennessee • 🇺🇸 United StatesSenior💰 $105,000 - $115,000 per yearWebsite

Tech Stack

Tools & technologies

AndroidSFDC

About the role

Key responsibilities & impact

Oversee the Tru-D Support Specialist (“TSS”) team and Technical Support Managers
Act as the liaison between the Tru-D Sales Team, TSS team, Operations, R&D and customers
Equip the TSS team with adequate tools and training for customer device uptime and maintenance
Set strategic objectives for technical support organization
Hire, onboard, and coach technical support team
Establish warehouse repair program with adequate processes, tools and resources
Model exceptional service to customers and serve as point of escalation
Balance and optimize team workload
Drive initiatives to maximize customer uptime
Travel with TSS team to provide training, coaching and assist with case coverage
Enter and investigate customer complaints
Work closely with Contracts team for Service Agreement sales

Requirements

What you’ll need

Bachelors degree or Technical Trade Certificate
5+ years technical field service experience
3+ years of management experience
Mechanical aptitude and repair best practices
Proficiency in Microsoft Office Suite, Apple and Android OS
Proficient in Salesforce.com, preferred
Experience servicing or manufacturing with healthcare capital equipment or medical devices preferred.
Ability to manage a remote team using available tools and systems
Reliable for efficiency, accuracy, and attention to detail
Ability to learn quickly and multitask
Must have time management, organization, and communication skills
Must be able to motivate and engage remote team.

Benefits

Comp & perks

Medical, behavioral & prescription drug coverage
Health Savings Account (HSA)
Dental
Vision
401(k) savings plan with company match and profit sharing
Basic and supplemental Life and AD&D insurance
Flexible Spending Accounts (FSAs)
Short & long-term disability
Employee Assistance Program (EAP)
Health Advocacy Program
Legal services, critical illness, hospital indemnity, accident coverage, ID theft and fraud protection, pet insurance and employee discounts.
Sick & safe leave, vacation, company & floating holidays, paid parental leave, summer hours and flex place/flex time options.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical Field ServiceMechanical AptitudeRepair Best PracticesMicrosoft Office SuiteApple OSAndroid OSSalesforce.comCustomer Complaint InvestigationWarehouse Repair Program DevelopmentTeam Workload Optimization

Soft Skills

Time ManagementOrganizationCommunicationMotivationEngagement

Certifications

Bachelor's DegreeTechnical Trade Certificate