Job Title: Technical Support Manager Location: Providence RI 02903 Duration: PERMANENT Shift: 1st Shift M-F flexible

Must have strong HVAC knowledge

This is a hybrid role, 3 days in office (Providence, RI) and 2 days remote, per week.

Supporting a team of 6 technicians

Need this person to be mechanically inclined – They have had success hiring field people who no longer want that and are interested in working in an office. However, for this management role they need someone who has office experience.

This person needs to be eligible to travel internationally

10% travel (Expo 1X per year in either Vegas or Orlando) Potential travel to Dallas, TX, Randolph, MA & Stockton, CA) – All expenses paid

Summary: As Technical Support Manager in our Water Heating team, you will oversee both internal and external service support operations, ensuring top-tier assistance for escalated technical issues related to water heating solutions, troubleshooting, installations and more. Your role includes coaching support specialists, improving service processes, and maintaining consistently high-quality customer experience. Are you a hands-on plumbing or HVAC technical leader with a passion for customer satisfaction and team development? In this dynamic hybrid role, you will play a critical part in supporting our customers and guiding our technical support teams and global call centers. Your key responsibilities will include:

Acting as the main escalation point for complex technical support issues related to installation, troubleshooting, equipment malfunction and more.

Managing high-volume technical inquiries across phone, email, and other channels.

Coordinating with global call centers and internal support teams.

Ensuring coverage across multiple time zones; flexible work hours as needed.

Training and mentoring Tech Support Specialists.

Monitoring team KPIs and presenting performance data to senior leadership.

Navigating technical schematics, documentation, and diagnostic tools.

Creating service documentation, guides, and video-based troubleshooting content.

Driving continuous improvement and maintaining accurate support records.

Ideal Candidate:

The Ideal Candidate is an experienced plumbing, hydronics or HVAC technical leader who thrives in a fast-paced, customer-focused environment. You know how to motivate teams, improve processes, and dive into the technical details when needed.

Required Qualifications:

Bachelor’s degree (required)

5+ years of managerial experience in a manufacturing or technical support environment

Strong understanding of HVAC systems and combustion testing equipment

Key Skills & Experience:

Demonstrated leadership in team performance, scheduling, and development

Excellent troubleshooting skills in mechanical and technical contexts

Strong verbal, written, and interpersonal communication skills

Proficiency in Microsoft Office Suite (Teams, Excel, Word, PowerPoint); Visio a plus

Ability to analyze data, identify trends, and present insights

Experience working independently on projects with minimal supervision

Other Requirements:

Fluent in English (spoken and written)

Comfortable using HVAC testing tools and interpreting wiring schematics

Ability to lift up to 25 lbs.

Must meet visual requirements (close and distance vision, , depth perception, etc.)

Company DescriptionConnexion Systems & Engineering is a full-service staffing firm, whose mission is to provide "best in class" staffing services to our clients and job seekers alike. We strive to achieve excellence in staffing, job placement and recruiting services, while treating our clients, employees, and candidates with the professionalism and respect they deserve.Company DescriptionConnexion Systems & Engineering is a full-service staffing firm, whose mission is to provide "best in class" staffing services to our clients and job seekers alike. We strive to achieve excellence in staffing, job placement and recruiting services, while treating our clients, employees, and candidates with the professionalism and respect they deserve.