Job Description
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.
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Responsibilities:
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Leadership & Team Management
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- 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
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Customer Support & Technical Expertise
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- 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)
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Sales Growth & Customer Engagement
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- 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
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Brand Representation & Industry Engagement
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- 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
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Process Improvement & Reporting
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- 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
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Cross-Functional Collaboration
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- 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
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Additional Responsibilities
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- Support hiring, onboarding, and training initiatives
- Develop and maintain technical documentation and knowledge resources
- Perform other duties as assigned
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Qualifications & Experience:
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- 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%)
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Work Environment
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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.
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Physical Demands
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- Primarily sedentary with occasional lifting of product samples (up to 50 lbs.)
- Travel may include extended periods of standing and event participation
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