Manufacturing Customer Success & Technical Support Manager

Job Description

Job Description

Come Join Our Team:

We take pride in building quality products—and enriching the lives of those who make it possible. As a growing company, we invest in our people, our processes, and the technology that drives our success. We believe that when our team members thrive, our company thrives. We offer opportunities for career growth in a supportive, hands-on environment where your contributions make a difference every day. Most importantly, you’ll be part of a positive, team-oriented culture where autonomy is earned, hard work is rewarded, and every employee’s voice matters. Come grow with us and help shape our future!

Who We Are:

Pulsar Measurement is part of the TASI Measurement group and is a worldwide leader in ultrasonic instrumentation for wastewater, industrial, and environmental markets. Since 1986 we have developed, manufactured and marketed industrial flow and level monitoring instruments including ultrasonic level transmitters, clamp-on ultrasonic flow meters, and open channel flow meters.

The newly restructured TASI Measurement, our parent group, has successfully grown companies who consistently deliver world-class products and services, focusing on our global customer needs in diverse market segments. TASI Measurement’s high repeat customer rate is due to an ability to remain close to our customers, reinforced by providing local service and complete engineered solutions and problem solving.

Being a part of TASI Measurement means having big company perks with a decentralized operating structure that enables us to remain close to our customers and their needs.

Join us on this exciting journey as we continue to expand our business.

What We Offer:

• Competitive salaries
• 10 paid holidays each year, vacation, sick time and volunteer time
• 401(k) with employer match – immediately vested
• HSA, pre-tax health savings program
• Flexible work schedules that promote a healthy work-life balance
• Top-tier medical, dental, and vision insurance
• Employer-paid life insurance
• Pet Insurance
• Tuition Reimbursement
• Scholarship Programs

Job Summary:

The Customer Success and Technical Support Manager is accountable for the leadership, performance and continuous improvement of Inside Sales and Technical Support functions across the Americas. The role manages a team of Sales Application Engineers and Technical Support professionals ensuring high levels of customer satisfaction, technical excellence and commercial performance. The role holds responsibility for inside sales performance, technical support delivery, forecasting accuracy, and cross-functional collaboration with Regional Sales Managers, Manufacturing and the wider TASI Measurement group.

Responsibilities:

• Provide direct leadership and line management for all Inside Sales, Technical Support staff across the Americas, including recruitment, onboarding, performance management, development and succession planning.
• Set, monitor and report on key performance indicators (KPIs) for inside sales and technical support ensuring service levels and commercial targets are consistently met.
• Plan, prioritise and allocate resources to ensure effective workload management and timely customer response.
• Own technical support service delivery, including escalation management, root cause analysis and continuous improvement initiatives.
• Act as the primary escalation point for complex customer, technical or service-related issues.
• Oversee ERP and tech support case development activities, ensuring data accuracy, process compliance and effective reporting.
• Company will be implementing a CRM system this year. This role will be part of the evaluation, selection and implementation team ensuring effective utilization of the CRM.
• Build strong working relationships with Regional Sales Managers, manufacturing teams in Long Sault (Canada), and other internal stakeholders to support sales growth and customer satisfaction.
• Drive continuous improvement in customer experience, internal processes, systems usage and team capability.
• Ensure compliance with relevant company policies, quality standards, health and safety requirements, and data protection obligations.
• Participate in sales strategy discussions, operational reviews and cross-functional improvement initiatives.

Qualifications:

• Proven experience leading inside sales and/or technical support teams within a technical or engineering-led environment.
• Strong commercial acumen with experience of sales forecasting, pipeline management and revenue delivery.
• Demonstrated ability to lead, motivate and develop high-performing teams.
• Strong stakeholder management skills with the ability to influence across functions and regions.
• Excellent written and verbal communication skills.
• Strong problem-solving, decision-making and time management capabilities.
• Degree qualified in Engineering or a related technical discipline, or equivalent industry experience.
• Strong working knowledge of CRM, ERP/MRP systems and Microsoft Office applications.
• Experience with Microsoft PowerBI Applications preferred
• Experience operating in a North American sales and service environment.

Traits:

Demonstrates strong leadership, accountability, adaptability and integrity, with the ability to manage change, make sound decisions and lead by example in line with Pulsar Measurement’s values.

Physical Demands:

This role is performed in an office environment, requiring extended periods of sitting, computer use, and frequent communication via phone and video. Occasional standing and walking may be required. Limited travel is expected, including the ability to lift up to 15–20 pounds. Travel is based on business demand and may include visits to regional offices, factories, customer sites and suppliers.

Commitment to People and Planet:

TASI Measurement is committed to fostering a sustainable and socially responsible environment. We believe that our success is not only measured by financial gains but also by the positive impact we have on our employees, communities, and the world around us.

As part of our commitment to people, we strive to provide a supportive and inclusive workplace where every individual is valued, respected, and given equal opportunities to thrive. We prioritize the well-being, safety, and personal development of our employees, recognizing that they are the engine driving our success.