Technical Support Manager

About CIMON

CIMON is an industrial automation manufacturer founded in 1999 and headquartered in Korea, with products in use in more than 50 countries. We design our own PLCs, HMIs, and SCADA software, alongside industrial PCs and monitors. We compete on solid products, flexible architectures, engineers customers can reach directly, and total system cost. Our customers are OEMs, system integrators, distributors, and end users in data centers and power, water and wastewater, food and beverage, packaging, and general manufacturing.

CIMON USA is the North American arm, based in Dallas with a regional office in Henderson, NV, serving the U.S., Canada, and Mexico. Technical support is a big part of why customers buy from us. This hire runs that function.

The role

You will lead technical support for North America, with responsibility for the team, service quality, and day-to-day operations.

This is a hands-on management role. You will lead critical escalations, troubleshoot directly when needed, and coach engineers through complex cases. Just as importantly, you will establish priorities, address performance gaps, and build the processes and training that help the team work more independently.

You will start with a Dallas-based team supporting PLCs, HMIs, SCADA software, and industrial PCs by phone, email, and ticket. You will work closely with sales, operations, and engineering in the U.S. and Korea.

Success means customers receive useful answers and reliable follow-through, engineers become more capable, and senior management has a clear view of results, risks, and decisions without having to direct routine support work.

What you will own

Customer Experience and Service Quality

• Establish response and customer-update commitments by case severity and support hours. Track time to meaningful response, workaround, and resolution.
• Set clear standards for communication, documentation, and case ownership. Keep customers informed while issues are being investigated, including cases waiting on engineering or replacement hardware.
• Review customer satisfaction and case quality, act on feedback, and work with sales and operations to fix gaps in handoffs, onboarding, and RMA support.

Team leadership and development

• Manage daily priorities, assignments, workloads, and schedules to maintain agreed coverage across U.S. time zones.
• Set expectations for technical proficiency, customer communication, documentation, and follow-through. Review performance regularly, recognize strong work, and address gaps promptly.
• Build structured onboarding and hands-on competency assessments so engineers demonstrate readiness before taking independent ownership of cases.
• Lead hiring and staff development as the team grows, with clear expectations for progression into more advanced responsibilities.

Technical troubleshooting and engineering escalations

• Lead complex PLC, HMI, SCADA, and industrial PC cases involving communications, networking, project behavior, and hardware.
• Reproduce issues in the lab, distinguish configuration and application problems from product defects, and help customers reach a safe workaround or verified resolution.
• Coordinate escalations with engineering in the U.S. and Korea. Provide reproducible steps, relevant files and logs, software and firmware versions, and customer impact. Support retains responsibility for customer communication through resolution.
• Prepare the team for new products and releases through training, known-issue briefings, and troubleshooting resources.

Knowledge and product feedback

• Own a useful, maintained knowledge base that captures reusable solutions and reduces repeat troubleshooting. Prioritize recurring and high-impact issues rather than creating an article for every ticket.
• Work with engineering and marketing on public support documentation, tutorials, and videos where they will help customers.
• Turn recurring issues, feature requests, and field observations into clear, evidence-based feedback for engineering and product teams.

Support operations and tooling

• Own support workflows, reporting, and team adoption of support tools. Partner with technical owners on configuration, migrations, testing, and ongoing improvements.
• Run the support side of RMA with operations: diagnosis before return, replacement recommendations within company policy, and failure information back to engineering.
• Review queue health and case quality regularly. Report monthly on volume, response performance, aged and overdue cases, customer satisfaction, recurring issues, staffing needs, and recommended improvements.

AI and automation

• Put AI and automation to practical use in support, including knowledge-base-assisted drafting, case classification, summaries, and recurring-issue analysis. Evaluate whether the changes improve accuracy, consistency, or efficiency.
• Establish responsible use of approved tools, including protection of customer information and technical review of AI-assisted troubleshooting and documentation. Train the team to verify outputs rather than accept them at face value.

Sales and customer-facing support

• Support sales on complex technical questions, applications, and selected customer visits or trade-show demonstrations. Coordinate these activities without compromising core support coverage.

Who we are looking for

We’re looking for strong industrial automation fundamentals, proven troubleshooting skills, and experience leading a technical team. You should be comfortable learning unfamiliar hardware and software through documentation, hands-on testing, and collaboration with engineering.

Required

• 5+ years in technical support, applications engineering, or field service for industrial automation or a comparable technical hardware-and-software product, with hands-on PLC, HMI, or SCADA experience.
• 2+ years leading a technical team, with responsibility for work prioritization, coaching, performance management, and service quality.
• Experience building or substantially improving a support process, such as service standards, ticketing workflows, a knowledge base, or an engineer onboarding program.
• Strong troubleshooting ability across industrial networking, communication protocols, device configuration, and hardware/software interactions. You can explain how you isolate a problem and verify a solution.
• Demonstrated improvements in customer outcomes, service quality, or support efficiency, with specific examples of your contribution.
• Clear written and verbal communication with customers, engineers, and management.
• Practical experience using AI or automation to improve technical workflows, with examples of the results and how you verified accuracy.
• Authorization to work in the United States.

Preferred

• Bachelor’s degree in engineering or a related technical field.
• Experience supporting, programming, or commissioning established industrial automation platforms, such as Siemens, Rockwell Automation/Allen-Bradley, Schneider Electric, Pro-face, Beckhoff, or similar.
• Experience with Modbus TCP/RTU, EtherNet/IP, OPC UA, or MQTT.
• Experience configuring and improving Zendesk, HubSpot, or a comparable ticketing or CRM platform—not just using it.
• Warranty and RMA process experience.
• Experience working across U.S. and overseas engineering or manufacturing teams.
• Korean or Spanish language ability.

What we offer

• Ownership of a support function where your decisions directly affect customers, team development, and how the business operates.
• Medical, dental, and vision coverage, 401(k) with company match, and paid time off.
• Flexible hours, tuition reimbursement, paid parental leave, and childcare support.
• Direct access to senior management and engineering in the U.S. and Korea.
• Opportunities to take on broader responsibilities as the organization grows.