Support Manager

Position Summary: Lead and manage field support operations and dispatch oversight without performing customer on-site visits. Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching, vendor coordination, and customer-facing escalation communications handled remotely.

Key Responsibilities:

• Oversee daily field operations: dispatch coordination, schedule management, monitor technician performance and on-site activity remotely.
• Manage ticket lifecycle in Salesforce: ensure triage, accurate assignment, status updates, resolution documentation, and timely closures.
• Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and automated alerts.
• Interface with customers and stakeholders remotely for escalations, status updates, and major incidents via phone/email/video.
• Develop, document, and enforce SOPs, checklists, and field tooling best practices for technicians.
• Coach, train, and evaluate field technicians; conduct performance reviews and drive first-time-fix improvements.
• Oversee parts inventory and vendor relationships; coordinate “waiting on parts” workflows and vendor SLAs.
• Produce and present operational reports and dashboards (SLA compliance, MTTR, FTF rate, utilization, CSAT).
• Lead post-incident reviews for P1/P2 incidents and implement corrective actions and knowledge-base updates.
• Maintain safety, privacy, and compliance standards; ensure technicians follow on-site safety protocols.