The Tech Support Manager is responsible for managing internal and external Technical Support teams. Establish and lead call center best practices to ensure client satisfaction and operational efficiency. Train new and existing team members on product, best practices, documentation procedures and customer service. Lead by example with a never give up attitude and technical problem-solving skills. Work directly with clients regarding use of the software and issue escalation to ensure outstanding customer service.

• Provide technical support, direction and leadership to Technical Support teams.
• Manage call center best practices.
• Recognize areas for improvement and develop action plans to present to management.
• Act as an escalation point for other Tech Support members on call issues.
• Develop and direct Technical Support team training.
• Report to and work with management to periodically review and analyze service issues, trends, new technologies and costs.
• Develop and maintain technical operation manuals, parts lists, repair guides, troubleshooting guides and training materials.
• Document workflow and work procedures.
• Manage the Tech Support team’s work and on-call schedules and rotations.
• Build and maintain relationships with clients and vendors.
• Coordinate with Quality Assurance and Development on bug fixes and testing.
• Troubleshoot technical support issues which may range from networking, computer hardware, and computer software, Internet, power, electrical and operator error issues.
• Provide end-user training on system functions via internet, onsite and classroom.
• Other duties as assigned.

• Bachelor’s degree.

• LAN & Operating Systems Knowledge.
• 8+ years’ experience in Tech Support, Customer Service or Help Desk.
• 3+ years in a leadership role in a customer service environment.
• Knowledge of external Point of Sale Systems and peripherals such as barcode scanners, receipt printers, credit card swipes and touchscreen monitors desired, not required.
• Proficient with Microsoft Office Suite or related software.

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.

We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage.

EEO Statement

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

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