[Hiring] Product Support Manager @EquipmentShare

Role Description

The Product Support Manager is responsible for leading and managing the support team, ensuring high-quality responses to customer inquiries, and maintaining a robust support infrastructure. This position requires strong leadership, excellent problem-solving skills, and the ability to manage multiple responsibilities simultaneously. As a liaison between customers and the technical team, the Product Support Manager will focus on enhancing customer experience, driving customer satisfaction, and supporting product improvements based on customer feedback.

Primary Responsibilities

• Lead, schedule, and develop a team of technicians supporting gas reciprocating engine power generation packages and related systems.
• Assign and prioritize equipment monitoring, inspections, preventive maintenance, corrective repairs, and installation and startup support based on operational and customer needs.
• Develop and improve support procedures, maintenance workflows, and response plans to promote equipment reliability and timely service.
• Monitor equipment performance, service response times, recurring failures, and other support metrics; use findings to identify opportunities for improvement.
• Serve as the escalation point for complex technical issues, equipment shutdowns or trips, and customer concerns, coordinating timely resolution with technicians and other departments.
• Provide technical guidance on diagnostics and troubleshooting, and verify equipment is safe and operationally ready before it returns to service.
• Coordinate with operations, parts, engineering, and other teams to resolve complex issues and ensure technicians have the resources needed to complete their work.
• Train and coach technicians on equipment operation, troubleshooting, service procedures, documentation, and customer communication.
• Review operational logs, inspection findings, service reports, and parts usage for accuracy, completeness, and timely entry into company systems.
• Maintain current support procedures and technical documentation, and oversee the adoption of new tools and technologies that improve team effectiveness.
• Ensure the team follows all Health, Safety, and Environmental (HSE) policies, including required PPE, safety meetings, and safe work practices, particularly during urgent response situations.
• Maintain current knowledge of company products, services, and applicable equipment to support technicians and customers effectively.

Qualifications

• Strong analytical and problem-solving skills
• Familiarity with support software and technologies
• Ability to work effectively in a fast-paced environment
• Excellent communication and interpersonal skills
• Proactive and results-oriented mindset
• Experience with product management or development
• Proven leadership and team management skills
• Strong understanding of customer support processes and methodologies
• Excellent organizational and multitasking abilities
• Strong written and verbal communication skills
• Ability to analyze data and generate actionable insights
• Experience developing and implementing support strategies
• Customer-focused with a commitment to delivering exceptional service

Requirements

• High School Diploma or Equivalent Education or Experience required.
• At least 8+ years of experience in customer support or technical support role
• Previous experience in a managerial or supervisory position
• Must be able to lift at least 50 lbs
• Travel is expected approximately 40% of the time

Benefits

• Competitive compensation
• Full medical, dental, and vision coverage for full-time employees
• Generous PTO + paid holidays
• 401(k) + company match
• Gym membership stipend + wellness programs (earn PTO and prizes!)
• Company events, food truck nights
• 16 hours of paid volunteer time per year — give back to the community you call home
• Career advancement, leadership training, and professional development opportunities