Product Support Manager

EquipmentShare is hiring a Product Support Manager to lead its support team for gas reciprocating engine power generation packages and related systems. The role oversees customer and technical issue resolution, service operations, technician development, equipment reliability, and support process improvements.

Responsibilities:

• Lead, schedule, and develop a team of technicians supporting gas reciprocating engine power generation packages and related systems
• Assign and prioritize equipment monitoring, inspections, preventive maintenance, corrective repairs, and installation and startup support based on operational and customer needs
• Develop and improve support procedures, maintenance workflows, and response plans to promote equipment reliability and timely service
• Monitor equipment performance, service response times, recurring failures, and other support metrics; use findings to identify opportunities for improvement
• Serve as the escalation point for complex technical issues, equipment shutdowns or trips, and customer concerns, coordinating timely resolution with technicians and other departments
• Provide technical guidance on diagnostics and troubleshooting, and verify equipment is safe and operationally ready before it returns to service
• Coordinate with operations, parts, engineering, and other teams to resolve complex issues and ensure technicians have the resources needed to complete their work
• Train and coach technicians on equipment operation, troubleshooting, service procedures, documentation, and customer communication
• Review operational logs, inspection findings, service reports, and parts usage for accuracy, completeness, and timely entry into company systems
• Maintain current support procedures and technical documentation, and oversee the adoption of new tools and technologies that improve team effectiveness
• Ensure the team follows all Health, Safety, and Environmental (HSE) policies, including required PPE, safety meetings, and safe work practices, particularly during urgent response situations
• Maintain current knowledge of company products, services, and applicable equipment to support technicians and customers effectively

Requirements:

• Strong analytical and problem-solving skills
• Familiarity with support software and technologies
• Ability to work effectively in a fast-paced environment
• Excellent communication and interpersonal skills
• Proactive and results-oriented mindset
• Experience with product management or development
• Proven leadership and team management skills
• Strong understanding of customer support processes and methodologies
• Excellent organizational and multitasking abilities
• Strong written and verbal communication skills
• Ability to analyze data and generate actionable insights
• Experience developing and implementing support strategies
• Customer-focused with a commitment to delivering exceptional service
• High School Diploma or Equivalent Education or Experience required
• At least 8+ years of experience in customer support or technical support role
• Previous experience in a managerial or supervisory position