Technical Support Manager

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group who are the global leader in access solutions. Every day we reimagine how people move through a safer more open world with ease. If youve ever walked through an automatic door stayed in a hotel or gone through passport control youve probably used one of our products or services. We have operations in over 70 countries with over 52000 colleagues around the world.

Our expertise in customer journey mapping innovation and service design leads to the invention of new solutions that create value for our clients and exceptional experiences for their end users. And we have the fantastic opportunity available in Traka Americas for a Technical Support Manager.

Part of Global Solutions Traka Americas is the manufacturer of one of the worlds first electronic key management systems. We are the global leader in innovative technology for sophisticated intelligent key management systems and locker solutions. Traka operates in a wide variety of markets such as Healthcare Education Commercial Enterprise Critical Infrastructure Government Hospitality & Gaming and more.

Traka products and solutions solve real-world problems by securing managing and auditing the keys and equipment at the heart of a successful operation from small business to fortune 100 companies.

Your Role in Keeping the Future in Safe Hands

As the Technical Support Manager for Traka Americas you will be responsible for leading and evolving our technical support function to deliver consistently high-quality scalable and customer-centric support experience.

This role goes beyond day-to-day supervision. You will play a key role in setting the strategic direction of the technical support program introducing new processes defining and tracking KPIs and continuously improving the tools systems and workflows that enable world-class service delivery.

Reporting to the Technical Director Traka Americas you will lead the Technical Support team while working cross-functionally with Project Delivery Field Services Product and Global stakeholders as needed to ensure support capabilities scale with the business.

Why This Role Matters

The Technical Support Manager is a critical enabler of Trakas customer promise. This role ensures that as the business grows our support capabilities scale with it - delivering reliable responsive and professional service that differentiates Traka in the market.

What you will do

Technical Support Strategy & Program Ownership

• Define and evolve the technical support operating model to support growth and exceed customer expectations.
• Establish track and continuously improve KPIs (e.g. SLA attainment first-contact resolution backlog health escalation trends customer satisfaction).
• Identify gaps in tools systems and processes that lead to improvements which enhance efficiency and service quality.

Team Leadership & Development

• Lead coach and develop the Technical Support team including performance management training and capability building.
• Own onboarding and ongoing technical training programs in partnership with our Technical and Product teams.
• Conduct regular 1:1s performance reviews and development planning.

Operational Excellence & Escalation Management

• Ensure daily operational performance meets defined SLAs and customer expectations.
• Act as the senior point of escalation for complex or business-critical customer issues.
• Balance strategic oversight with hands-on support involvement when volume or complexity requires.
• Be the face and voice for Traka Americas customer support - for end users our partners and internally.

Process Tools & Continuous Improvement

• Drive improvements to CRM/ticketing workflows documentation support resolution and knowledge management.
• Partner with global and regional teams to align on best practices and standardization where appropriate.
• Proactively identify new ways of working to improve productivity quality and customer experience.

Cross-Functional Collaboration

• Work closely with Field Services Project Delivery Sales and Service Administration to ensure seamless customer handoffs and accurate scoping of support services as needed.
• Partner with internal teams on system upgrades releases and major initiatives impacting support.
• Ensure safety standards compliance and best practices are followed across the support organization.

What we expect of you

Experience & Background

• 5 years experience in technical support service operations and support leadership roles.
• Prior experience as a Senior Support Lead Supervisor or Manager in a technical environment.
• Demonstrated success improving support performance through KPIs process changes and tooling improvements.
• Experience operating in a matrixed or global organization preferred.
• This role requires up to 10% domestic/international travel. Travel frequency may vary based on business needs.

Technical & Leadership Skills

• Strong technical foundation in hardware software networking and diagnostics.
• Experience with software installation configuration and system support.
• Advanced working knowledge of Ethernet/IP networks.
• Strong people leadership coaching and communication skills.
• Ability to balance strategic thinking with hands-on execution.

Preferred / Desirable

• Background in security access control or related electronic systems is a plus.
• Knowledge of card reader technologies (Wiegand OSDP) is a plus.
• Working knowledge of Microsoft SQL Server and IIS.
• College degree in a technical or related field.

What you can expect from us

• 15 days PTO in addition to federal holidays
• Health insurance
• Dental insurance
• Vision insurance
• 401k option
• Company credit card for business travel expenses (per travel and expense policy)
• Laptop
• Cell phone (for company use)

Physical Requirements

• Normal corrective vision range; ability to see color and to distinguish letters numbers and symbols.
• Frequently required to sit stand walk talk hear bend and reach.
• Ability to work with graphic display units touchscreens etc.
• Ability to lift roll and carry demo equipment up to 50 lbs during travels - plane vehicle etc.
• Ability to travel and sit on a plane or car for extended hours.

Application

You can submit your application by clicking Apply Now. We will not consider application received via e-mail or through other channels. We will review applications continuously so please apply as soon as possible.

About Us

Featuring four times in Forbes most innovative companies worldwide we deliver innovative safe and convenient security solutions that provide real added value to our customers. As a group our goal is to everyday help billions of people experience a more open proud to boast leading positions across the majority of Europe North and South America Asia and Oceania offering products and services to our customers seeking solutions to their entrance and opening requirements such as locks doors and entrance automation.

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We are the ASSA ABLOY Group
Our people have made us the global leader in access return we open doors for them wherever they go. With nearly 63000 colleagues in more than 70 different countries we help billions of people experience a more open world. Our innovations make all sorts of spaces physical and virtual safer more secure and easier to access.

As an employer we value results not titles or backgrounds. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback training and development opportunities. Our colleagues think broadly about where they can make the most impact and we encourage them to grow their role locally regionally or even internationally.

As we welcome new people on board its important to us to have diverse inclusive teams and we value different perspectives and experiences.