Customer Success Manager – Technical Support

Job Description

Customer Success Manager | Textron

The Tone:
This is a full-time role at Textron, located in Augusta, Georgia, USA. Textron Specialized Vehicles Inc. is a leading global manufacturer of specialized vehicles including golf cars, utility and personal transportation vehicles, professional turf-care equipment, and ground support equipment, marketing products under various brands. Its diverse range of vehicles are utilized across golf courses, factories, airports, planned communities, theme parks, and hunting preserves. This role is crucial for ensuring seamless customer operations and enhancing product quality, serving as the primary contact for escalated technical issues and providing solutions-focused support across a wide array of specialized vehicle products.

The TL;DR
• Role: Full Time
• Type: Standard
• Location: In-person – Augusta, Georgia, USA

• Team: Product Support – Individual Contributor
• Mission: Solve complex technical issues for end-user customers, ensure operational continuity, and drive product improvements through field insights and cross-functional collaboration.
• Tech Stack: Microsoft Office applications, customer relationship management or ticketing systems, diagnostic tools, software configuration tools, remote support platforms, proprietary product software, connected-vehicle or equipment systems.

What You’ll Actually Do
• Issue Resolution: Serve as the primary customer care contact for escalated technical issues, providing timely, professional, and solutions-focused support to end-user customers to minimize downtime and ensure operational continuity.
• Onsite Troubleshooting: Perform comprehensive onsite troubleshooting of vehicle, equipment, software, connectivity, and system integration concerns, meticulously identifying root causes and restoring full customer operations.
• Software Support: Provide hands-on software support, which includes system configuration, diagnostic testing, issue replication, guiding users, and coordinating essential software updates or corrective actions.
• Cross-functional Communication: Act as a critical liaison between product support, product development, engineering, field service, dealers, and end-user customers, facilitating clear communication of technical issues, customer needs, and resolution status.
• Product Enhancement & Training: Document detailed customer issues, field observations, and software behavior; analyze recurring concerns and field trends to recommend improvements to product design, software performance, and service procedures; and train customers, dealers, and internal teams on software functionality and best practices.

The Must-Haves
• Background: Bachelor’s degree in Engineering, Computer Science, Information Technology, Business, or a related field required; an equivalent combination of technical education and relevant experience may be considered in lieu of degree.
• Experience: 3 years of experience in customer support, field service, technical troubleshooting, software support, or a related technical customer-facing role, with a demonstrated ability to perform onsite duties and willingness to travel up to 25% of the time to customer locations.
• Skills: Strong proficiency in customer communication, complex technical troubleshooting in the field, problem-solving, documentation, cross-functional collaboration, translating customer feedback into actionable technical information, and managing multiple priorities.