Technical Sales Support Manager

Job Description

The Technical Sales & Support Manager is responsible for leading the technical sales and customer support function, ensuring exceptional customer experience while driving revenue growth. This role oversees a team of technical support specialists, manages customer interactions, and serves as a subject matter expert across performance automotive product categories. The Manager plays a critical role in aligning technical support with sales strategy, improving customer engagement, and enhancing product knowledge across the organization.

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Responsibilities:

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Leadership & Team Management

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• Lead, train, and develop a team of Technical Sales & Support Specialists
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• Set performance expectations and monitor KPIs related to customer service, response times, and sales conversion
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• Provide coaching and technical guidance to improve team effectiveness
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• Manage staffing, scheduling, and workload distribution to meet business demands
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• Foster a high-performance, customer-focused team environment
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Customer Support & Technical Expertise

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• Oversee customer support operations across phone, email, and digital platforms
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• Serve as escalation point for complex technical issues and high-value customer interactions
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• Ensure accurate troubleshooting, root cause identification, and resolution of product issues
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• Maintain and elevate team knowledge across key product categories (Valve Train, Drivetrain, Fuel Injection & Electronics, Nitrous Oxide Systems, Cylinder Heads)
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Sales Growth & Customer Engagement

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• Drive revenue growth by aligning technical support with sales opportunities
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• Identify trends in customer inquiries to uncover upsell, cross-sell, and product demand opportunities
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• Partner with Sales and Marketing teams to optimize lead conversion and customer retention
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• Support product launches, promotions, and campaigns through technical expertise and customer insights
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Brand Representation & Industry Engagement

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• Represent the company at trade shows, motorsports events, and industry expos
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• Lead team participation in events, ensuring strong brand representation and technical credibility
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• Provide product demonstrations, technical education, and customer engagement at events
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Process Improvement & Reporting

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• Monitor and analyze customer support metrics, sales performance, and technical case trends
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• Implement process improvements to enhance efficiency, customer experience, and response times
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• Ensure accurate documentation of customer interactions, technical cases, and sales activity in CRM systems
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• Communicate customer feedback, product issues, and performance trends to leadership, engineering, and product teams
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Cross-Functional Collaboration

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• Partner with Engineering, Product Management, and Quality teams to resolve product issues and improve performance
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• Collaborate with Marketing to refine messaging, product positioning, and customer education
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• Align with Sales leadership on strategy, account support, and growth initiatives
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Additional Responsibilities

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• Support hiring, onboarding, and training initiatives
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• Develop and maintain technical documentation and knowledge resources
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• Perform other duties as assigned
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Qualifications & Experience:

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• Bachelor’s degree preferred; equivalent experience considered
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• 5+ years of experience in technical sales, customer support, or automotive/motorsports industry
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• 2+ years of leadership or team management experience preferred
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• Strong mechanical/automotive knowledge (engine components, tuning, performance systems)
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• Proven ability to drive sales through technical expertise and customer engagement
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• Strong communication, leadership, and interpersonal skills
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• Experience with CRM, ERP, and Microsoft Office tools
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• Ability to manage multiple priorities in a fast-paced environment
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• Willingness to travel for trade shows and events (~25–35%)
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Work Environment

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This position operates in a hybrid office environment with regular interaction with customers, internal teams, and industry partners. Travel to events and trade shows is required.

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Physical Demands

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• Primarily sedentary with occasional lifting of product samples (up to 50 lbs.)
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• Travel may include extended periods of standing and event participation
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