Technical Support Manager

PDC is seeking a strategic, process-driven Manager of Technical Support & Printer Repair to oversee our hardware and software support operations. In this critical leadership role, you will be the operational engine behind our post-sales success, ensuring that our customers experience minimal downtime and receive exceptional service. You will manage a hybrid organization, directly leading a team of technical support representatives while also providing mentorship and strategic direction to a Supervisor who oversees our day-to-day tier-one support and printer repair technicians. Beyond people leadership, this role is heavily focused on operational excellence: you will be responsible for designing, writing, and implementing the standard operating procedures (SOPs) that dictate how we troubleshoot software, repair hardware, and deliver seamless service at scale. What You'll Be Doing: Lead a Layered Organization: Directly manage a team of Technical Support Representatives while mentoring and guiding a Support & Repair Supervisor. Coach & Develop: Foster a culture of continuous learning, empathy, and high performance. Guide your Supervisor in effective people management and help individual contributors develop their technical and customer service skills. Invest in people: Hold meaningful 1-on-1s, give constructive feedback, and help team members build clear career development plans. Close the skill gaps: Identify where the organization needs training and organize sessions to level up their technical knowledge and customer service skills. Build the culture: Help recruit, onboard, and set up new hires for long-term success while fostering a collaborative, customer-first environment across all tiers of support. Process Engineering & Documentation Write the Playbook: Design, document, and publish comprehensive SOPs for the technical support desk and printer repair depot. Streamline Workflows: Identify operational bottlenecks between the support desk and the repair team. Build processes that seamlessly transition a customer from a software troubleshooting call to a hardware repair RMA when necessary. Establish Metrics: Define, track, and optimize Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for ticket resolution times, repair turnaround times, and customer satisfaction. Technical Support Operations Keep operations smooth: Oversee daily tech support, ensuring customer requests are logged, tracked, and resolved without falling through the cracks. Look past & Reinforce KPIs: Monitor response times and KPI metrics, using them not just as numbers, but as tools to ensure an excellent customer experience. Spot trends and patterns: Review support tickets and customer feedback to catch recurring technical issues and find proactive ways to fix them. Build a technical knowledge base: Make sure troubleshooting procedures, resolutions, and best practices are clearly documented so the team isn't reinventing the wheel. Be the ultimate safety net: Step in as the primary escalation point for critical customer issues involving hardware, software, or workflow disruptions. Communicate with empathy: Translate complex technical realities into clear, reassuring updates for stressed customers during critical escalations. Protect team bandwidth: Balance customer urgency with your team’s actual capacity, ensuring tasks are prioritized effectively without burning people out. Cross-Functional Collaboration Be the "Voice of the Field": Champion the realities of our customers and field teams to Product Management, Engineering, Development, and QA. Bridge the departmental gaps : Advocate for support and field needs in cross-functional meetings to ensure product bugs and technical flaws get prioritized and fixed. Drive long-term product updates: Turn daily field and support insights into actionable feedback for long-term engineering and product improvements. What You Will Need To Be Successful: Proven Leadership Depth: 3+ years of management experience, with a specific track record of leading other leaders or managing supervisors. Proven ability to delegate effectively and mentor others into strong managers. Education: BS in Computer Science, Engineering, or a related technical field (or equivalent practical field engineering experience). Domain Expertise: Deep technical understanding of enterprise high-security environments, clinical networks, or the Healthcare IT ecosystem is highly preferred. Technical Foundation: 5+ years of experience in technical sales, field engineering, technical support, or a similar customer-facing role. The Industry Toolkit: Familiarity with barcode scanning, RFID, thermal printing, data capture, mobile workstations, and wireless networking. Healthcare IT Familiarity (Preferred): Experience navigating complex healthcare IT environments, clinical workflows, and EHR integrations like Epic, Cerner, or Meditech. Operational Know-How: A solid grasp of customer-facing technical support operations, including tracking SLAs, optimizing ticketing workflows, handling high-stress customer escalations, and maintaining clear technical documentation. Exceptional Communication: A knack for translating complex technical realities into simple terms for non-technical clients, while remaining a credible peer to deep technical engineering teams. Travel Commitment: Ability to travel up to 20% of the time, primarily split between operations in Utah and Pennsylvania. Education & Experience: A Bachelor’s degree in Computer Science, Engineering, or a related field is preferred, though equivalent real-world experience is highly valued for candidates who have built their careers on the ground. About Us: Who we are: When hospitals, schools, hotels, and even music festivals need to identify the people coming through their doors, they rely on PDC's expertise and solutions. As part of Brady Corporation's global portfolio of brands, PDC is a leader in identification solutions serving healthcare, government, education, entertainment and hospitality. PDC's breadth of products, from patient identification to music festival wristbands, are an integral part of Brady's identification solutions. But PDC's products and solutions are just one element of the Brady story. From the depths of the ocean to outer space, from the factory floor to the delivery room - Brady is just about everywhere you look. Companies around the world trust us because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities. We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2025, Brady employed approximately 6,400 people in our worldwide businesses. Our fiscal 2025 sales were approximately $1.51 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at Why work at Brady: A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth. And as a member of the PDC team, you'll get to represent a company with unique brand recognition across several industries. Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back. Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world. Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision Generous 401(k) with company match Paid time off and holidays Opportunity to participate in incentive programs for all full-time employees Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance Scholarship program for children of Brady employees A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management) Dress‑for‑your‑day dress code Charitable contributions matched through Brady's Matching Gift program #J-18808-Ljbffr