Technical Sales & Support Manager

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Technical Sales & Support Manager

Edelbrock Group

Full Time

Olive Branch, MS

Posted 1 day ago

The Technical Sales & Support Manager is responsible for leading the technical sales and customer support function, ensuring exceptional customer experience while driving revenue growth. This role oversees a team of technical support specialists, manages customer interactions, and serves as a subject matter expert across performance automotive product categories. The Manager plays a critical role in aligning technical support with sales strategy, improving customer engagement, and enhancing product knowledge across the organization.

Responsibilities:

Leadership & Team Management

• Lead, train, and develop a team of Technical Sales & Support Specialists
• Set performance expectations and monitor KPIs related to customer service, response times, and sales conversion
• Provide coaching and technical guidance to improve team effectiveness
• Manage staffing, scheduling, and workload distribution to meet business demands
• Foster a high-performance, customer-focused team environment

Customer Support & Technical Expertise

• Oversee customer support operations across phone, email, and digital platforms
• Serve as escalation point for complex technical issues and high-value customer interactions
• Ensure accurate troubleshooting, root cause identification, and resolution of product issues
• Maintain and elevate team knowledge across key product categories (Valve Train, Drivetrain, Fuel Injection & Electronics, Nitrous Oxide Systems, Cylinder Heads)

Sales Growth & Customer Engagement

• Drive revenue growth by aligning technical support with sales opportunities
• Identify trends in customer inquiries to uncover upsell, cross-sell, and product demand opportunities
• Partner with Sales and Marketing teams to optimize lead conversion and customer retention
• Support product launches, promotions, and campaigns through technical expertise and customer insights

Brand Representation & Industry Engagement

• Represent the company at trade shows, motorsports events, and industry expos
• Lead team participation in events, ensuring strong brand representation and technical credibility
• Provide product demonstrations, technical education, and customer engagement at events

Process Improvement & Reporting

• Monitor and analyze customer support metrics, sales performance, and technical case trends
• Implement process improvements to enhance efficiency, customer experience, and response times
• Ensure accurate documentation of customer interactions, technical cases, and sales activity in CRM systems
• Communicate customer feedback, product issues, and performance trends to leadership, engineering, and product teams

Cross-Functional Collaboration

• Partner with Engineering, Product Management, and Quality teams to resolve product issues and improve performance
• Collaborate with Marketing to refine messaging, product positioning, and customer education
• Align with Sales leadership on strategy, account support, and growth initiatives

Additional Responsibilities

• Support hiring, onboarding, and training initiatives
• Develop and maintain technical documentation and knowledge resources
• Perform other duties as assigned

Qualifications & Experience:

• Bachelor's degree preferred; equivalent experience considered
• 5+ years of experience in technical sales, customer support, or automotive/motorsports industry
• 2+ years of leadership or team management experience preferred
• Strong mechanical/automotive knowledge (engine components, tuning, performance systems)
• Proven ability to drive sales through technical expertise and customer engagement
• Strong communication, leadership, and interpersonal skills
• Experience with CRM, ERP, and Microsoft Office tools
• Ability to manage multiple priorities in a fast-paced environment
• Willingness to travel for trade shows and events (~25-35%)

Work Environment

This position operates in a hybrid office environment with regular interaction with customers, internal teams, and industry partners. Travel to events and trade shows is required.

Physical Demands

• Primarily sedentary with occasional lifting of product samples (up to 50 lbs.)
• Travel may include extended periods of standing and event participation

Job Features

Job Category

Tech Sales

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