Installer Technical Support Manager

Installer Technical Support Manager

Location: Raleigh, NC

Department: Distribution

Status: Full-Time, W2

Salary Range: $55,000 – $70,000

Schedule: Monday–Friday, 8:00 am – 5:30 pm (Occasional evening/weekend support as needed)

Who We Are

The Hybrid Geek is one of the fastest-growing hybrid battery companies in the United States. Since 2016, we've built a strong national reputation for quality, innovation, and affordable hybrid battery solutions. As we expand coast-to-coast, we are investing heavily in training, operational excellence, and the leadership needed to support a nationwide installer workforce.

Our mission is simple: extend the life of hybrid vehicles, reduce waste, and deliver a modern, reliable customer experience. Our values are Grit, Excellence, Execution, Kaizen (continuous improvement), and Sustainability.

Why Work With Us

• Lead a growing nationwide installer team during a major expansion period
• Step into a role with real leadership authority and operational impact
• Become the core technical expert for hybrid battery installation support
• Help develop training materials, SOPs, and a technical knowledge base
• Work in a modern environment using digital tools, chat systems, video content, and mobile diagnostic workflows
• Support highly motivated installers, a strong call center team, and our growing warranty department
• Influence company-wide standards and shape a department that will become essential as we operate across the U.S.

About the Role

The Installer Technical Support Manager is both a technical expert and a leadership role. You will guide, train, and support our team of mobile hybrid battery installers while providing real-time technical assistance during field installations. You will also support the call center and warranty team by evaluating diagnostic trouble codes, system failures, and technical customer concerns.

This role requires strong leadership skills, a background in automotive diagnostics, and the ability to help installers troubleshoot issues remotely via phone, chat, and video. You will also be responsible for building training materials, writing SOPs, and helping professionalize this department as we scale nationwide.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and develop a growing team of mobile installers across multiple states
• Drive installer engagement, retention, and performance
• Participate in hiring, training, evaluations, and corrective action
• Reinforce company policies, professionalism, and field safety guidelines
• Process department's payroll

Technical & Diagnostic Support

• Provide real-time remote troubleshooting for installers during battery installations
• Identify root causes of diagnostic trouble codes and drivability issues
• Support call center and warranty teams by providing technical clarity
• Assist in improving first-time fix rates and reducing repeat service visits

Training & Knowledge Development

• Create and update technical training materials, SOPs, troubleshooting guides, and videos
• Conduct training sessions and skill development workshops
• Maintain and continuously improve the installer technical knowledge base

Cross-Functional Collaboration

• Work closely with the Call Center Manager, Installer Manager, General Manager, Inventory & Logistics Manager, and Plant Manager
• Communicate installer performance, technical challenges, and trends across departments
• Assist with feedback loops between installations and product quality

KPIs & Accountability

• Installer retention rate
• First-time fix rate
• Installer support response time
• Resolution time on technical support cases
• Technical accuracy of warranty claim assessments
• Installer training completion and compliance
• Accuracy and clarity of technical documentation
• Engagement and performance of installers

National Support Expectations

• As we expand nationwide, occasional later-hour remote support may be required for West Coast installers.

Must-Have Qualifications

• 3–5+ years of automotive diagnostic or troubleshooting experience
• Strong understanding of OBD-II systems, fault codes, and common drivability issues
• Prior experience coaching, supervising, or leading technicians
• Strong communication and problem-solving skills
• Ability to explain complex technical issues in simple, actionable steps
• Experience creating SOPs, training materials, or documentation
• High emotional intelligence; able to relate to diverse personalities and backgrounds
• Ability to remain calm and supportive under pressure
• Strong organizational skills and attention to detail

Preferred Qualifications

• Hybrid or EV diagnostic experience
• Experience supporting remote field technicians
• Experience managing a field service or installer team
• Automotive service advisor or warranty decision-making experience
• Experience developing training content or technical videos
• Experience working in a fast-paced small business environment
• ASE certifications (not required)

Hiring Manager Note

"We operate as a lean, fast-paced small business. I am looking for someone who can move seamlessly between high-level strategy and hands-on execution. Someone who enjoys solving problems, developing people, and building technical systems from the ground up. This is a critical leadership hire for 2026, and we are being thoughtful and selective as we evaluate applicants.

If you have relevant experience, unique projects, or transferable skills that showcase your leadership and diagnostic expertise, feel free to highlight them when you apply. It will help us evaluate your fit for the first round of interviews more effectively." - Adrian Castilo, General Manager

Ready to Apply?

If you're ready to lead a national installer team, act as our technical expert, and develop the systems that support our nationwide expansion, we'd love to hear from you.

Pay: $55, $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Application Question(s):

• A field installer messages you from a customer's driveway saying the hybrid battery won't "READY ON" after installation and a P0A0D High Voltage Isolation fault appeared. Walk me through how you would diagnose this situation remotely. What questions do you ask? What steps do you guide them through?
• An installer sends you blurry photos and vague descriptions ("car still won't start"). They seem frustrated and are starting to panic in front of a customer. How do you approach supporting them while maintaining professionalism and calming the situation?
• One of your installers has recurring quality issues and customers often call back after their installs. They're a good person, eager, but struggling. Describe how you would assess the problem and what steps you would take to coach, correct, and improve their performance.
• Several installers report feeling "disconnected" from the company and only hear from leadership when something is wrong. What would you implement in your first 60 days to increase engagement, communication, and retention?
• A customer claims the new hybrid battery is defective, but the installer believes the issue is the 12-volt system. The call center sends mixed notes. How do you step in to diagnose the truth and prevent unnecessary warranty replacements?
• If you noticed installers were making repeated mistakes during certain steps of the installation process, how would you design training to fix the issue? What format would you use and why?
• An installer on the West Coast messages in chat at 8:15 pm Eastern because a vehicle is stuck in a non-drivable condition. You're off work but still available via chat. How do you handle the situation? What determines if you escalate or defer until morning?
• The call center team is processing a warranty claim with inconsistent diagnostic information. They escalate to you because they can't determine whether the issue is battery-related or engine-related. What steps do you take to evaluate the claim?
• Our current technical documentation needs improvement. If you had to build or reorganize our installer knowledge base, what categories, structure, and priorities would you put in place? Provide a rough outline.
• Production reports a possible quality defect. Installers report strange battery behavior in the field. Warranty is seeing an uptick in similar DTCs. How would you take the lead on diagnosing, coordinating, and resolving the issue across departments?

Work Location: In person