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Connexion Systems + Engineering
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Emily Donahue
Technical Support Manager
Job Description
Connexion’s mission is to provide "best in class" services to job seekers. We strive to achieve excellence in job placement, staffing, and recruiting services, while treating candidates with the professionalism and respect they deserve.
Title: Technical Support Manager
Hiring Organization: Connexion Systems & Engineering
Compensation, Benefits, and Employment Type
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:
Ideal Candidate:
Required Qualifications:
Key Skills & Experience:
Other Requirements:
Please use the apply button to submit your resume for consideration. A Connexion Representative will contact you shortly.
You may also send your resume and cover letter via email to the recruiter listed below. You MUST include the Job# and Job Title in your subject line.
If you are active in a job search but this job is not for you, please reach out to jobpostings@csetalent.com. We would be glad to help you find the perfect job!
Title: Technical Support Manager
Hiring Organization: Connexion Systems & Engineering
Compensation, Benefits, and Employment Type
- Duration: PERM
- Salary: $90-$110K plus 10% bonus
- Job Location: Providence, RI
- Schedule: Hybrid, M-F 1st shift hours
- Job#: bh17837
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, color, depth perception, etc.)
Please use the apply button to submit your resume for consideration. A Connexion Representative will contact you shortly.
You may also send your resume and cover letter via email to the recruiter listed below. You MUST include the Job# and Job Title in your subject line.
If you are active in a job search but this job is not for you, please reach out to jobpostings@csetalent.com. We would be glad to help you find the perfect job!
Meet Your Recruiter
Emily Donahue
Regional Recruiting Manager
- Directs the recruitment efforts for both the Quincy, MA and Providence, RI branches.
- Manages a distributed team of recruiting leads, individual contributor recruiters and account managers.
- Responsible for leading the fulfillment and execution of sourcing, recruiting, sales and business development practices across the region.
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Ready to embark on an exciting career journey in the vibrant city of Providence, Rhode Island? Explore our job opportunities in the heart of this charming city known for its historic architecture, renowned universities, and thriving arts scene. With exceptional dining options like Federal Hill's renowned Italian restaurants, the stunning WaterFire art installation, the captivating performances at the Providence Performing Arts Center, and the scenic Roger Williams Park for outdoor adventures, Providence offers a unique blend of culture, history, and opportunities for personal and professional growth. Join us in discovering the career possibilities this enchanting city has to offer!