Installer Technical Support Manager
hace 3 días
Raleigh
Installer Technical Support Manager Location: Raleigh, NC Department: Distribution Status: Full-Time, W2 Salary Range: $55,000 – $70,000 Schedule: Monday–Friday, 8:00 am – 5:30 pm (Occasional evening/weekend support as needed) Who We Are The Hybrid Geek is one of the fastest-growing hybrid battery companies in the United States. Since 2016, we’ve built a strong national reputation for quality, innovation, and affordable hybrid battery solutions. As we expand coast-to-coast, we are investing heavily in training, operational excellence, and the leadership needed to support a nationwide installer workforce. Our mission is simple: extend the life of hybrid vehicles, reduce waste, and deliver a modern, reliable customer experience. Our values are Grit, Excellence, Execution, Kaizen (continuous improvement), and Sustainability. Why Work With Us • Lead a growing nationwide installer team during a major expansion period, • Step into a role with real leadership authority and operational impact, • Become the core technical expert for hybrid battery installation support, • Help develop training materials, SOPs, and a technical knowledge base, • Work in a modern environment using digital tools, chat systems, video content, and mobile diagnostic workflows, • Support highly motivated installers, a strong call center team, and our growing warranty department, • Influence company-wide standards and shape a department that will become essential as we operate across the U.S., • This is a hands-off-field role focused on technical leadership, installer coaching, and remote diagnostic support — not day-to-day installation work. About the Role The Installer Technical Support Manager is both a technical expert and a leadership role. You will guide, train, and support our team of mobile hybrid battery installers while providing real-time technical assistance during field installations. You will also support the call center and warranty team by evaluating diagnostic trouble codes, system failures, and technical customer concerns. This role requires strong leadership skills, a background in automotive diagnostics, and the ability to help installers troubleshoot issues remotely via phone, chat, and video. You will also be responsible for building training materials, writing SOPs, and helping professionalize this department as we scale nationwide. Key Responsibilities Leadership & Team Management • Lead, coach, and develop a growing team of mobile installers across multiple states, • Drive installer engagement, retention, and performance, • Participate in hiring, training, evaluations, and corrective action, • Reinforce company policies, professionalism, and field safety guidelines, • Provide real-time remote troubleshooting for installers during battery installations, • Identify root causes of diagnostic trouble codes and drivability issues, • Support call center and warranty teams by providing technical clarity, • Create and update technical training materials, SOPs, troubleshooting guides, and videos, • Conduct training sessions and skill development workshops, • Work closely with the Call Center Manager, Installer Manager, General Manager, Inventory & Logistics Manager, and Plant Manager, • Communicate installer performance, technical challenges, and trends across departments, • Installer retention rate, • First-time fix rate, • Installer support response time, • Resolution time on technical support cases, • Technical accuracy of warranty claim assessments, • Installer training completion and compliance, • Accuracy and clarity of technical documentation, • As we expand nationwide, occasional later-hour remote support may be required for West Coast installers. Must-Have Qualifications • 3–5+ years of automotive diagnostic or troubleshooting experience, • Strong understanding of OBD-II systems, fault codes, and common drivability issues, • Prior experience coaching, supervising, or leading technicians, • Strong communication and problem-solving skills, • Ability to explain complex technical issues in simple, actionable steps, • Experience creating SOPs, training materials, or documentation, • High emotional intelligence; able to relate to diverse personalities and backgrounds, • Ability to remain calm and supportive under pressure, • Strong organizational skills and attention to detail Preferred Qualifications • Hybrid or EV diagnostic experience, • Experience supporting remote field technicians, • Experience managing a field service or installer team, • Automotive service advisor or warranty decision-making experience, • Experience developing training content or technical videos, • Experience working in a fast-paced small business environment, • ASE certifications (not required) Hiring Manager Note "We operate as a lean, fast-paced small business. I am looking for someone who can move seamlessly between high-level strategy and hands-on execution. Someone who enjoys solving problems, developing people, and building technical systems from the ground up. This is a critical leadership hire for 2026, and we are being thoughtful and selective as we evaluate applicants. If you have relevant experience, unique projects, or transferable skills that showcase your leadership and diagnostic expertise, feel free to highlight them when you apply. It will help us evaluate your fit for the first round of interviews more effectively." - Adrian Castilo, General Manager Ready to Apply? If you’re ready to lead a national installer team, act as our technical expert, and develop the systems that support our nationwide expansion, we’d love to hear from you.