Technical Support Manager

Position Overview

The Technical Support Manager leads one or more technical support teams responsible for providing diagnostic, repair, and service support to International & IC Bus dealers, body builders, and other approved customers.

This role oversees highly technical support operations across multiple product and service domains, ensuring timely, accurate resolution of complex vehicle and system issues. The manager drives team performance, builds technical capability, and partners cross-functionally with engineering, product development, service tools, training, and publications teams to improve diagnostic effectiveness, reduce downtime, and enhance the dealer experience.

The Technical Support Manager is accountable for operational performance, team development, customer satisfaction, and continuous improvement across their assigned line(s) of business.

Team Scope (Lines of Business)

Technical Support Managers may lead one or more of the following teams depending on business need Powertrain Support, Chassis / Electrical / Zero Emissions Support, Vehicle Programming Support, Technical Parts Support or Product Support. Responsibilities: * Lead and manage a team of Technical Support Analysts, ensuring high-quality diagnostic and customer support across all channels (case files, phone, email, chat, and remote sessions) * Hire, develop, coach, and retain talent to build a high-performing, technically capable team * Monitor team performance against key operational metrics (case volume, response time, resolution time, quality, and customer satisfaction) and implement action plans to drive improvement * Support escalation pathways for complex, high-impact, or emerging technical issues and ensure appropriate collaboration with Tier 2, Engineering, and Product teams * Identify and communicate product trends, failure modes, and systemic issues to improve product quality and field performance * Partner with cross-functional teams (Engineering, Servic...