Technical Support Manager (on-site, local only) at Dynics Inc

Pittsfield Charter Township, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Technical Support Operations, Troubleshooting, Escalation Management, Customer Communication, Cross-functional Coordination, Process Improvement, Performance Management, Support Workflows, Knowledge Base Management, Metric Tracking, Customer Satisfaction, Industrial Computing, Windows OS, Networking, Edge Devices

Industry

Computer Hardware Manufacturing

Description

Description About Dynics Dynics builds industrial-grade computing, visualization, networking, and cybersecurity solutions for manufacturing, automotive, energy, and mission-critical environments. Our products are engineered for reliability, long life, and real-world resilience. We support customers across North America and globally with rugged hardware, edge systems, software platforms, and complete OEM-integrated solutions. We are growing and strengthening our customer-facing technical organization. We’re looking for a Technical Support Manager who can lead a high-performing team, elevate the customer experience, and ensure our partners receive fast, accurate, and confident support. Role Overview The Technical Support Manager leads Dynics’ frontline technical support operations, overseeing a team responsible for troubleshooting, escalation management, customer communication, and cross-functional coordination with engineering, manufacturing, and product teams. This role blends technical expertise, operational leadership, and customer-centric communication. You will shape support processes, mentor technicians, drive continuous improvement, and ensure Dynics delivers the level of responsiveness and reliability our customers expect. Key Responsibilities • Lead and develop the Technical Support team, including hiring, training, coaching, and performance management. • Oversee day-to-day support operations, ensuring timely and accurate resolution of customer issues. • Manage escalations and serve as the primary point of contact for complex or high-impact cases. • Build and refine support workflows, documentation, and knowledge-base resources. • Collaborate with Engineering, Product Management, and Manufacturing to resolve issues and communicate field insights. • Track support metrics (response times, resolution rates, customer satisfaction) and report trends to leadership. • Maintain strong relationships with key customers, integrators, and OEM partners. • Ensure support readiness for new product releases, updates, and field deployments. • Champion continuous improvement in tools, processes, and customer experience. Requirements Required Qualifications • 5+ years of technical support experience in industrial computing, automation, networking, or related fields. • 2+ years of leadership or team-management experience. • Strong troubleshooting skills across PC-based systems, industrial hardware, Windows OS, networking, and edge devices. • Excellent communication skills with the ability to translate technical issues into clear, customer-friendly language. • Experience managing escalations and working cross-functionally with engineering teams. • Ability to thrive in a fast-paced environment with shifting priorities. • Preferred Qualifications • Background in manufacturing, automotive, industrial automation, or OT/IT convergence. • Familiarity with PoE networking, industrial PCs, panel PCs, edge AI systems, or cybersecurity appliances. • Experience with CRM/ticketing systems and support analytics. • Technical certifications (CompTIA, Cisco, Microsoft, etc.) are a plus.

Responsibilities

The Technical Support Manager will lead the frontline technical support team, overseeing daily operations, issue resolution, and managing escalations for complex customer cases. This role involves mentoring staff, refining support processes, and collaborating with internal engineering and product teams to ensure high-quality customer support.