Support Manager - Remote

Overview

The Support Manager will lead and manage field support operations remotely, ensuring effective dispatch oversight and communication without on-site visits.

In Short

• Oversee daily field operations including dispatch coordination and technician performance.
• Manage ticket lifecycle in Salesforce Service Cloud.
• Ensure SLA compliance and escalation processes are followed.
• Interface with customers remotely for escalations and updates.
• Develop and enforce SOPs and best practices for technicians.
• Coach and evaluate field technicians to improve performance.
• Oversee parts inventory and vendor relationships.
• Produce operational reports and dashboards.
• Lead post-incident reviews and implement improvements.
• Maintain safety and compliance standards.

Requirements

• 4+ years of experience managing field service or technical support teams.
• Hands-on experience with Salesforce Service Cloud.
• Strong understanding of SLA design and enforcement.
• Excellent remote communication skills.
• Proven coaching and management skills.
• Comfortable working remotely without on-site visits.

Benefits

• No travel required to customer sites.
• Occasional after-hours or on-call incident handling.