Technical Support Manager

The Technical Support Manager plays an integral role in serving our customers to fulfill our Light Made Easy promise. This position oversees the Technical Support team to regulate the workload for customer, rep, and sales team inquiries involving support for specifications, wiring, troubleshooting, and handling field issues.

Your Impact:

• Manage Technical Support team to provide adequate phone and email support coverage, such that all requests are resolved or escalated in a timely and effective manner

• Ensure training of new hires and existing team members regarding Technical Support processes and product knowledge

• Collaborate with cross-functional teams as needed to ensure solutions are thoughtful, well-rounded, efficient, and aligned with business and customer needs

• Develop and maintain reporting metrics/dashboards

• Facilitate negotiations for field labor and material claims

• Grow the team by shaping the right structure, setting up and upholding practical standard operating procedures, cultivating a positive culture, and creating an environment where people can do their best work

• Receive inbound technical-related phone calls and emails and walk customers through the necessary steps to find a resolution

• Bachelor's degree in engineering, business, or related field preferred; equivalent work experience will also be considered

• 3+ years of experience managing and developing technical teams required, preferably in lighting

• Adequate tenure in customer relations, technical support, and/or call center management roles

• Demonstrated ability to thoughtfully manage and develop technical teams

• Ability to build rapport and maintain positive working relationships

• Exceptional client/customer engagement skills

• Advanced organizational skills and keen attention to detail

• Strong computer literacy and proficiency in Microsoft Office applications

• Effective listening and problem-solving skills

• Excellent project management skills

• Understanding of technical products (electrical and lighting related product knowledge preferred)

• Uphold and implement Keystone's Core Values, consistently aligning actions and decisions that reflect the core principles

Health insurance, 401(k) matching, Paid time off, Vision insurance, Dental insurance, Life insurance, Disability insurance, Our benefits include medical, dental, vision, voluntary life insurance, employer-paid group life insurance, short-term disability, a 401k plan with company match, paid time off, and philanthropic opportunities.

Founded in 1945, Keystone Technologies is a third-generation, family-owned business headquartered in the Greater Philadelphia area. A national leader in the commercial and industrial lighting industry, Keystone reaches customers across the U.S. with its mission of "Light Made Easy.", We're not your typical lighting company - and we like it that way. At Keystone, we move fast, think big, and challenge the status quo to deliver on our promise of Light Made Easy®. Our team thrives on new ideas, supports one another, aims high, works hard, and laughs often. And we always put people first - whether that's our customers, partners, or each other. If you're passionate about growing, collaborating, and making a difference, you'll feel right at home here. Our Core Values * Wow Customers: Every interaction is an opportunity to show how much we care and appreciate all our customers, internal and external, so we create unique experiences that go above and beyond their expectations. * Grow Passionately: We embrace growth through creativity, curiosity, and an eagerness to learn. Our work isn't just about achieving more; it's about evolving personally and professionally, transforming at every opportunity. * Do Right: It's not just good ethics to do the right thing; it's good business. We uphold the highest integrity, and we do the right thing even when it's hard. Why? Because trust is our most important currency. * Value People: We come from a range of backgrounds, affiliations, and experiences. We honor everybody's story and build lifelong relationships, whether with colleagues, customers, or partners, because to reach our fullest potential means empowering people to thrive. * Challenge Convention: We refuse to blindly accept the status quo. With agility, courage, and tenacity, we continuously improve - asking tough questions, looking beyond surfaces, and not stopping to rest on our accomplishments.