Requirements
Must have:
- We are looking for experience leading, supervising, or mentoring technical support staff. - We need strong hands-on troubleshooting experience with technical products, hardware and software systems, networking, electronics, field equipment, or connected devices. - We require comfort with basic electronics and electrical diagnostics, including Ohms law, multimeter readings for voltage and current, wiring fundamentals, IP networking, remote troubleshooting, and command-line tools. - We value experience with ticketing platforms, support workflows, escalation handling, documentation, and customer follow-up. - We need the ability to communicate clearly with field technicians, contractors, dealers, end users, internal teams, and key accounts. - We expect calm, professional judgment when handling pressure or urgent issues. - We want an independent learner who can become fluent in a specialized product line. - We are seeking a proactive problem solver who identifies gaps and helps improve them. - Helpful experience includes industrial equipment, controls, instrumentation, fuel systems, alarms, environmental monitoring, field service, or electromechanical products. - Helpful experience also includes HubSpot, FreePBX, remote support tools, command-line diagnostics, RMA management, warranty support, technical documentation, service training, or process development in a growing company.
Responsibilities:
- We lead, coach, and prioritize a technical support team of about 4 to 6 people. - We own the daily support queue, escalation path, ticket follow-up, and customer communication standards. - We handle higher-level technical support cases as we build deeper product expertise. - We manage and refine RMA workflows and support-related product return processes. - We improve troubleshooting procedures, documentation, training content, and support reporting. - We use HubSpot to manage tickets and identify recurring issues or process gaps. - We collaborate with engineering, production, sales, and management to resolve customer and product concerns. - We learn our product line, including PROTEUS automatic tank gauge systems, sensors, probes, leak detection equipment, communications, and related tools. - Once trained, we run OMNTEC Authorized Service Contractor certification courses for contractors and larger customers. - We help strengthen the knowledge base, FreePBX phone workflows, and custom remote support tools.
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Company:
We are OMNTEC Mfg., Inc., an industry leader with more than 40 years of experience, known for delivering strong technical support and specialized tank gauging, leak detection, and fuel management equipment used across municipalities, airports, gas stations, marinas, bulk storage sites, oil/water separator applications, and other liquid storage environments. This is a full-time, in-person leadership role based in Ronkonkoma, NY, with a Monday through Friday schedule from 8:00 AM to 5:00 PM and occasional flexibility for urgent escalations; travel may arise from time to time but is not common. We offer a competitive salary of $95,000 to $115,000 per year, along with health and vision coverage, 401(k) with a 3% company contribution, dental insurance, paid time off, and sick time. This is a high-impact opportunity with autonomy, technical complexity, and a clear path for growth as we scale our support organization.
