Technical Support Manager

OMNTEC Mfg., Inc. is hiring a full-time Technical Support Manager to lead our on-site technical support team in Ronkonkoma, NY.

OMNTEC manufactures tank gauging, leak detection, and fuel management equipment used by municipalities, airports, gas stations, marinas, bulk storage plants, oil/water separator applications, and other liquid storage sites. Our PROTEUS automatic tank gauge product line is used to monitor tank levels, water, temperature, leaks, alarms, and related system conditions.

This role is for a hands-on support leader who can manage people, solve technical problems, improve processes, and become a product expert. Direct tank gauging or petroleum equipment experience is helpful, but not required. We need someone who can learn quickly, lead the team, and take ownership of difficult customer and product issues.

Responsibilities

· Manage, coach, and prioritize a technical support team of approximately 4-6 people

· Own the daily support queue, escalation flow, ticket follow-up, and customer communication standards

· Handle higher-level technical support issues as you develop product expertise

· Manage and improve RMA workflows and support-related product return processes

· Improve troubleshooting procedures, documentation, training materials, and support reporting

· Use HubSpot to manage tickets and identify recurring issues or process gaps

· Work with engineering, production, sales, and management to resolve customer and product issues

· Learn OMNTEC's product line, including PROTEUS ATG systems, sensors, probes, leak detection equipment, communications, and related tools

· Once trained, run OMNTEC Authorized Service Contractor certification courses for contractors and larger customers

· Help improve the current knowledge base, FreePBX phone workflows, and custom remote support tools

Do you have experience in IP networking?, · Experience leading, supervising, or mentoring technical support staff

· Strong hands-on troubleshooting experience with technical products, hardware/software systems, networking, electronics, field equipment, or connected devices

· Comfort with basic electronics and electrical troubleshooting, including Ohm's law, measuring voltage and current with a multimeter, wiring concepts, IP networking, remote diagnostics, and command-line-level tools

· Experience with ticketing systems, support workflows, escalations, documentation, and customer follow-up

· Ability to communicate clearly with field technicians, contractors, dealers, end users, internal staff, and larger accounts

· Calm, professional judgment under pressure

· Independent learner who can become fluent in a specialized product line

· Problem solver who speaks up when something is deficient and helps fix it

Helpful Experience

· Industrial equipment, controls, instrumentation, fuel systems, alarms, environmental monitoring, field service, or electromechanical products

· HubSpot, FreePBX, remote support tools, command-line diagnostics, or similar systems

· Managing RMAs, warranty issues, technical documentation, or service training

· Training technicians, contractors, installers, or service partners

· Building support processes in a growing company, * How many years of experience do you have leading or supervising a technical support team?

• Describe a technical product, system, or equipment line you had to learn deeply in a previous role.
• What ticketing systems or support tools have you used?
• Are you comfortable working on site in Ronkonkoma, NY Monday-Friday?

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, · $95,000-$115,000 per year, depending on experience

· Health insurance and vision insurance

· 401(k) with 3% company contribution

· 5 sick days

· PTO

Schedule and Work Location

· Monday-Friday, 8:00 AM-5:00 PM

· In person at OMNTEC in Ronkonkoma, NY 11779

· Occasional flexibility may be needed for urgent customer or product escalations

· Travel may be required occasionally, but is not common

Why Join OMNTEC

OMNTEC has been an industry leader for more than 40 years and is known for strong technical support. This is a high-impact role with autonomy, technical challenge, and a clear leadership path. You will help improve and scale the support department as the company continues to grow.

Apply

Apply with your resume and a brief note about your experience leading technical support, troubleshooting technical products, or improving support operations.

Pay: $95,000.00 - $115,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Paid time off