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Technical Support Manager
OTHER•Charlotte
About this role
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
What you'll do
- The Technical Support Manager will lead customer-facing technical support operations, ensuring timely and professional assistance to customers. They will also oversee technical support staff and drive service excellence while acting as a liaison between various teams.
About CCR (Carrier Commercial Refrigeration)
CCR Commercial Refrigeration Benelux is a leading supplier of high-efficiency turnkey refrigeration systems for Food Retail stores of all formats and industrial sites, from project engineering and product manufacturing to installation and ongoing customer service.
We are committed to improving refrigeration through sustainable products and processes, and improving merchandising through technical innovation.
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Frequently Asked Questions
What does a Technical Support Manager do at CCR (Carrier Commercial Refrigeration)?
As a Technical Support Manager at CCR (Carrier Commercial Refrigeration), you will: the Technical Support Manager will lead customer-facing technical support operations, ensuring timely and professional assistance to customers. They will also oversee technical support staff and drive service excellence while acting as a liaison between various teams..
Is the Technical Support Manager position at CCR (Carrier Commercial Refrigeration) remote?
The Technical Support Manager position at CCR (Carrier Commercial Refrigeration) is based in Charlotte, North Carolina, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Technical Support Manager position at CCR (Carrier Commercial Refrigeration)?
You can apply for the Technical Support Manager position at CCR (Carrier Commercial Refrigeration)directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.