Technical Support Manager

**Join Us as a Technical Support Manager at Potter Global Technologies** At Potter Global Technologies, we’ve been protecting lives around the world for over 125 years—and we’re just getting started. We’re a global leader in life safety solutions, committed to saving lives through innovative technology and trusted partnerships. Our vision is for our customers to know us globally as their innovative, easy-to-do-business-with, best-in-class life-safety product partner. And our mission? With a passion for creating safer environments worldwide, our mission is to provide our customers with a team of real people that connect them with reliable expertise in life safety applications. If you're inspired by purpose, energized by collaboration, and thrive in an environment of feedback, ownership, and experimentation—you’ll feel at home here. As a Technical Support Manager**,** you will step into a true “Working Manager” role designed for a high‑level technical expert who thrives on both leading a team and staying hands‑on with customer support. You will oversee the daily operations of our technical support group while also serving as the go‑to expert for advanced troubleshooting, complex system questions, and the most challenging issues our customers encounter. If this sounds like the kind of impact you’re ready to make, we’d be excited to meet you — apply now. ## **What You’ll Do** - **Manage and mentor a high‑performing technical services team**, ensuring strong professional development, workflow efficiency, and consistent “first‑touch” success for customer inquiries. - **Lead daily operations of the technical services group**, setting expectations, monitoring performance, and driving a culture of accountability and customer excellence. - **Serve as the lead subject matter expert for fire alarm hardware and software**, providing authoritative guidance on system applications and product capabilities. - **Provide hands‑on support for intricate system challenges**, assisting customers directly with advanced troubleshooting, technical questions, and installation support. - **Create and update technical documentation**, including installation guides, application notes, and other resources that support accurate and efficient product installation. - **Develop alternative customer‑support tools**, such as how‑to videos, visual walkthroughs, and other application‑focused learning materials. - **Act as a bridge between the field and the factory**, using customer interactions and technical analysis to deliver actionable feedback for product improvement and innovation. - **Perform other duties as assigned** to support the success of the technical services team and the broader organization. **What You Bring** **Experience That Drives Success** - Bachelor’s degree in a related engineering field or equivalent experience. - 5+ years of experience with fire alarm systems or closely related life‑safety equipment. - Proven experience supporting life‑safety/fire alarm systems, including troubleshooting, inspection support, installation support, documentation, or maintenance in a professional environment. - Demonstrated ability to learn and follow industry procedures and technical documentation with strong attention to detail and accuracy. - Experience managing technical teams or serving in a lead/mentor role. (preferred) - Deep knowledge of fire alarm codes and standards (NFPA, UL) with proven application. Experience in commissioning, inspection, or code compliance for life‑safety systems. (preferred) **Key Strengths & Skills** - Ability to coach, mentor, and develop a high‑performing technical services team while driving accountability, workflow efficiency, and consistent service excellence. - Deep understanding of fire alarm hardware, software, and system applications, with the capability to guide customers through complex technical challenges. - Comfort serving as a true “player‑coach,” personally troubleshooting, designing, and supporting intricate s…