Customer success manager

Textron Specialized Vehicles Inc. is a leading global manufacturer of golf cars, utility and personal transportation vehicles, professional turf-care equipment, and ground support equipment. Textron Specialized Vehicles markets products under several different brands. Its vehicles are found in environments ranging from golf courses to factories, airports to planned communities, and theme parks to hunting preserves.

Responsibilities:

• Serve as the primary customer care contact for escalated technical issues, providing timely, professional, and solutions-focused support to end-user customers.
• Perform onsite troubleshooting of vehicle, equipment, software, connectivity, and system integration concerns to identify root cause and restore customer operations.
• Provide hands-on software support, including system configuration, diagnostic testing, issue replication, user guidance, and coordination of software updates or corrective actions.
• Act as a liaison between product support, product development, engineering, field service, dealers, and end-user customers to communicate technical issues, customer needs, and resolution status.
• Document customer issues, troubleshooting steps, field observations, software behavior, corrective actions, and recommended product improvements in appropriate support systems.
• Partner with engineering and product development teams to test, validate, and provide field feedback on software releases, product enhancements, and service solutions.
• Train and support customers, dealers, and internal teams on software functionality, diagnostic processes, troubleshooting procedures, and best practices for product operation.
• Analyze recurring customer concerns and field trends to recommend improvements to product design, software performance, service procedures, and customer support processes.
• Travel to customer sites as needed to support installations, issue resolution, product evaluations, field investigations, and post-resolution follow-up.

Qualifications:

• Education: 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.
• Years of Experience: 3+ years of experience in customer support, field service, technical troubleshooting, software support, or a related technical customer-facing role.
• Software Knowledge: Proficiency with Microsoft Office applications, customer relationship management or ticketing systems, diagnostic tools, software configuration tools, remote support platforms, and the ability to learn proprietary product software and connected-vehicle or equipment systems.
• Additional Requirements: Strong customer communication, problem-solving, documentation, and cross-functional collaboration skills required. Must be able to troubleshoot complex technical issues in the field, translate customer feedback into actionable technical information, manage multiple priorities, and travel to customer locations as business needs require.