Technical Applications & Customer Support Manager

Technical Applications & Customer Support Manager

Location: Onsite position – Memphis, TN

Employment Type: Full-time

FLSA Classification: Salaried Exempt

A growing provider of engineered industrial products is seeking a hands-on manager to lead a small technical applications and customer support function. This role is responsible for ensuring customer inquiries, quotations, technical documentation, orders, and service issues are handled accurately, professionally, and on time.

The successful candidate will combine technical aptitude, customer focus, and people leadership. The position will manage daily priorities, improve workflow and responsiveness, develop team capability, and coordinate with sales, operations, engineering, supply chain, and other internal partners from initial inquiry through order fulfillment.

Key Responsibilities

• Lead, coach, and develop a small team supporting technical applications, customer inquiries, quotations, order administration, and customer follow-up.

• Assign and prioritize incoming work to maintain timely responses and dependable customer service.

• Oversee the preparation and review of quotations, product selections, technical documents, order information, and customer communications.

• Serve as an escalation point for complex customer requirements, technical questions, order concerns, and service issues.

• Ensure communications clearly identify required customer actions, missing information, next steps, and expected timing.

• Coordinate with sales, engineering, operations, supply chain, quality, and logistics to support accurate order release and fulfillment.

• Establish practical service standards and monitor response times, quote turnaround, order accuracy, open items, and issue resolution.

• Improve workflows, templates, handoffs, and standard work to reduce delays, rework, and avoidable customer follow-up.

• Provide regular updates to leadership regarding workload, service performance, staffing needs, risks, and priorities.

• Support employee training, cross-training, performance management, and coverage planning.

• Perform other duties as assigned.

Qualifications

• Bachelor's degree in engineering, engineering technology, business, or a related field preferred; equivalent relevant experience may be considered.

• Five or more years of experience in application engineering, sales engineering, technical customer support, configured industrial products, or a related technical environment.

• Prior experience leading employees, projects, or a technical workflow; direct supervisory experience preferred.

• Strong mechanical or technical aptitude with the ability to interpret customer requirements, specifications, drawings, and product information.

• Experience supporting quotations, technical documentation, order processing, and cross-functional issue resolution.

• Excellent organization, prioritization, communication, analytical, and problem-solving skills.

• Ability to manage multiple priorities in a fast-paced, customer-focused environment.

• Proficiency with Microsoft 365 and experience working with CRM and ERP systems.

• Ability to work full-time onsite with prompt and regular attendance.

Leadership Attributes

Customer-focused

Technically credible

Execution-oriented

Develops people

Communicates clearly

Drives accountability

What Success Looks Like

• Customer inquiries and open items have clear ownership, priorities, and timely follow-up.

• Quotations, technical documentation, and order information are accurate and completed on schedule.

• The team has clear expectations, balanced workloads, effective cross-training, and consistent accountability.

• Internal handoffs are clearer, customer communication is more consistent, and avoidable rework is reduced.

• Leadership has dependable visibility into workload, response times, open issues, and department capacity.

Compensation & Benefits

The company offers competitive compensation, an annual incentive opportunity, a comprehensive benefits package, and opportunities for professional growth. Specific compensation will be based on experience, qualifications, and internal equity.