Technical Customer Support Manager - Refrigeration

Overview

We are seeking a Technical Support Manager who will lead customer-facing technical support operations for CCR. This role is responsible for delivering timely, accurate, and professional technical assistance to customers and field service partners while ensuring a high level of customer satisfaction. The manager oversees technical support staff, drives service excellence, and acts as a key liaison between customers, service operations, engineering, and product teams.

Responsibilities

Customer-Focused Technical Support

• Serve as the primary escalation point for customer technical issues related to refrigeration systems
• Ensure prompt, effective resolution of customer inquiries, complaints, and system performance concerns
• Maintain strong customer relationships by providing clear, professional, and solution-oriented communication
• Support customers during critical outages, startups, and system modifications

Technical Expertise & Escalation Management

• Provide advanced troubleshooting support for refrigeration systems, controls, and components
• Review field data, alarms, and service history to identify root causes
• Guide customers and technicians through complex diagnoses and corrective actions
• Stay current on refrigeration technology, controls, and regulatory changes
• Lead, coach, and develop a team of technical support specialists

Process & Continuous Improvement

• Develop and maintain customer-facing technical documentation, FAQs, and knowledge bases
• Analyze support trends to improve response quality and reduce repeat issues
• Recommend product, process, or training improvements based on customer feedback
• Collaborate with quality and engineering teams on corrective action initiatives

Cross-Functional Collaboration

• Act as the technical voice of the customer internally
• Coordinate with service operations, engineering, training, and sales
• Support new product rollouts with customer-facing training and support materials
• Assist sales and account teams with technical reviews and customer consultations when needed

Qualifications

• 6–8+ years of experience supporting commercial
• 3+ years in a customer-facing leadership or supervisory role
• Strong working knowledge of refrigeration systems, controls, and diagnostics
• Familiarity with natural refrigerants (CO₂, ammonia, propane)
• Experience supporting large customer accounts or enterprise service organizations is a plus