Benchmarking, Best Practices, Calendar Management, Coaching, Cost Control, Customer Experience, Customer Relations, Customer Service Management, Customer Support/Service, Documentation, Driver's License, Electronic Engineering, Genetics, Identify Issues, Intellectual Property (IP), Leadership, Mechanical Engineering, Medical Conditions, Mentoring, Network Connectivity, On Site Support, Performance Management, Problem Solving Skills, Sales, State Laws and Regulations, Technical Leadership, Technical Support, Telephone Skills, Telephone Technology, Territory Management, Training/Teaching, Vehicle Fleets, Willing to Travel
Description
Lead Technical Support Supervisor (Managed Print) Territory & Escalations
At FlexTG, we transform the way businesses manage their print environments. As a brand-neutral leader with a nationwide footprint, FlexTG delivers tailored managed print services to organizations of all sizes. Our proprietary technology sets us apart—helping clients streamline operations, reduce costs, and stay ahead in a rapidly changing world. Join a company that values innovation, flexibility, and making a real impact.
Why you’ll love this role
If you’re a hands-on technical leader who enjoys solving complex equipment issues, coaching technicians, and improving the customer experience, this is a great opportunity to make a visible impact. You’ll be the go-to escalation resource for your territory—supporting field technicians, partnering with service leadership and sales, and helping the team consistently meet productivity and quality expectations.
What you’ll do
You’ll lead day-to-day technical support and escalation management for territory while coaching and developing technicians.
Technical leadership & escalation support
- Provide phone-based technical support to field technicians and guide troubleshooting using available documentation and best practices.
- Own product escalations—engage manufacturers or product specialists as needed and communicate progress through resolution.
- Serve as a first point of contact for customer concerns, problems with equipment, sales questions, and upgrade recommendations.
Team coaching & performance
- Monitor daily workload and technician progress to support productivity benchmarks and customer commitments.
- Conduct scheduled 1:1s, provide coaching, and create performance improvement plans when needed.
- Build training and development plans (including field training) to support growth and advancement.
Customer experience & field quality
- Complete customer site visits/audits to ensure consistent technical procedures and professional on-site presence.
- Respond to suspect calls by reviewing prior work, protecting the customer’s experience, and reinforcing best practices.
Operational & administrative oversight
- Review and approve timesheets and overtime entries; verify start and end times.
- Authorize parts-related expenses (usage, warranty claims, core returns, hot swaps) and monitor parts utilization.
- Coordinate PTO and training schedules; maintain shared calendars.
- Manage or support loaner fleet requests and equipment salvage efforts as needed.
- Provide QBR support as requested, including survey follow-up and action planning.
What you’ll bring (Required)
- High school diploma or equivalent.
- Manufacturer certification/training across a full line of devices.
- Valid driver’s license and clean driving record; reliable transportation (or company vehicle if provided).
- Strong understanding of network connectivity for print/scan features.
- Electro-mechanical troubleshooting experience and a proven ability to service business equipment with minimal supervision
- Ability to coach and provide field training to technicians. Nice to have (Preferred)
- Associate’s degree in electronic or mechanical engineering
- A+ and/or Net+ certification
Work environment & physical requirements
- Primarily office/indoor work with frequent local travel and moderate out-of-town travel.
- Ability to sit, stand, walk, kneel, stoop, and lift as needed. Reasonable accommodation may be provided.
Benefits & growth
- Medical, Dental, Vision, and 401(k).
- Ongoing training, mentoring, and advancement opportunities to support long-term career development.
Ready to apply?
If you’re excited to lead, coach, and solve meaningful technical challenges—while delivering an outstanding customer experience—we’d love to hear from you. Apply today.
Equal Employment Opportunity
FlexTG provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation, and training.