How to hire a customer/technical service manager

How to hire a customer/technical service manager, step by step

Here's a step-by-step customer/technical service manager hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a customer/technical service manager job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new customer/technical service manager
• Step 8: Go through the hiring process checklist

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1. Identify your hiring needs

   The customer/technical service manager hiring process starts by determining what type of worker you actually need. Certain roles might require a full-time employee, whereas part-time workers or contractors can do others.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   A customer/technical service manager's background is also an important factor in determining whether they'll be a good fit for the position. For example, customer/technical service managers from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   The following list breaks down different types of customer/technical service managers and their corresponding salaries.

   Type of Customer/Technical Service Manager	Description	Hourly rate
   Customer/Technical Service Manager		$25-60
   Service Lead	A service lead is a professional who manages a team of customer service staff members to support a company's customer service activities. Service leads help staff members respond directly to customers who need assistance through phone calls or emails and provide a quick resolution to the issues and concerns... Show more	$23-68
   Desk Manager	A desk manager's responsibilities focus on facilitating communication and performing organizational support tasks to maintain the smooth flow of operations at offices. Although the extent of their duties primarily depends on their company or employment industry, it usually includes handling calls and correspondence, answering inquiries, resolving issues and concerns, forwarding calls and messages, arranging appointments and schedules, organizing files, and overseeing various communication materials... Show more	$21-61

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Technical Support
   • Customer Satisfaction
   • Process Improvement
   • Direct Reports
   • Customer Complaints
   • Pharmacy Tech
   • Technical Service
   • ERP
   • Customer Support
   • Customer Feedback
   • Customer Relations
   • Front End
   • Customer Issues
   • Computer System

   Check all skills

   Responsibilities:

   • Coordinate and participate with the installation teams to help troubleshoot problems and resolve customer concerns while managing service and commissioning engineers.
   • Coordinate the development of operational procedures with international development team, and administer SharePoint and JIRA software as appropriate.
   • Maintain high level of confidentiality of privy executive management information of FedEx.

   More customer/technical service manager duties

3. Make a budget

   Including a salary range in your customer/technical service manager job description is a great way to entice the best and brightest candidates. A customer/technical service manager salary can vary based on several factors:

   • Location. For example, customer/technical service managers' average salary in mississippi is 51% less than in massachusetts.
   • Seniority. Entry-level customer/technical service managers earn 59% less than senior-level customer/technical service managers.
   • Certifications. A customer/technical service manager with a few certifications under their belt will likely demand a higher salary.
   • Company. Working for a prestigious company or an exciting start-up can make a huge difference in a customer/technical service manager's salary.

   Average customer/technical service manager salary

   $81,398yearly

   $39.13 hourly rate

   ---

   Entry-level customer/technical service manager salary

   $52,000 yearly salary

   Updated January 21, 2026

   Average customer/technical service manager salary by state

   Rank	State	Avg. salary	Hourly rate
   1	New York	$94,521	$45
   2	Minnesota	$89,549	$43
   3	Michigan	$85,316	$41
   4	Kansas	$81,355	$39
   5	Ohio	$79,840	$38
   6	Georgia	$68,027	$33
   7	Louisiana	$62,069	$30
   8	Florida	$60,056	$29

   Average customer/technical service manager salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Albemarle	$92,074	$44.27	2
   2	Praxair	$81,144	$39.01
   3	Wolters Kluwer	$73,615	$35.39	262
   4	Midwest Industrial Supply	$70,718	$34.00
   5	The AZEK Company	$62,357	$29.98
   6	WestRock	$58,270	$28.01	14
   7	Management Recruiters International(MRI)	$57,840	$27.81	4
   8	Leidos	$55,381	$26.63	58
   9	BD	$53,167	$25.56	3
   10	City of North St. Paul	$48,356	$23.25

4. Writing a customer/technical service manager job description

   A customer/technical service manager job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. Below, you can find an example of a customer/technical service manager job description:

   Customer/technical service manager job description example

   Responsible for coordinating and supervising the daily activities of a support team within a technical customer service area. Sets priorities for the team to ensure task completion. Manages post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Responsible for implementing technical customer support policies, procedures, training programs and call center tools to improve and sustain high quality customer service levels. Interfaces with appropriate departments in coordination, planning and implementation of various activities. Oversees technical support calls to ensure proper load balance and high customer satisfaction levels. Coordinates work activities with other managers. Work is guided by policies, procedures and the local business plan. Reviews and evaluates the work of others and applies leadership in day-to-day activities of the team. Ensures policies, practices and procedures are understood and followed by direct reports, customers and stakeholders. Has a team of at least three WK employees.
   Key Responsibilities
   
   •Lead a team of Technical Customer Service Specialists providing remote support for Wolters Kluwer customers
   
   •Monitor, manage and improve workflow processes in these areas and work to continuously hone efficiency, improve employee engagement and deliver the day to day customer experience
   
   •Manage the workflow process of the team and the day-to-day activity of the team
   
   •Execute functional/departmental plans, applying required resources from own team to deliver objectives
   
   •Perform duties related to hiring, firing, performance reviews and pay reviews of employees, but may defer to higher levels for final decisions
   
   Key Requirements
   
   •Bachelor's Degree or equivalent relevant experience.
   
   •5+ years of progressive B2B customer service experience
   
   •Experience coaching and leading a team, managing multiple concurrent projects, and collaborating across multiple internal teams
   
   •Demonstrated ability to manage effectively, set team goals, develop people to their highest levels of performance, and manage through challenging situations
   
   •Performance management of large teams, creating and implementing policy, mentoring and coaching, as well as stakeholder manager and communications about high visibility and time sensitive issues
   
   •The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications as these may vary depending on location and line of business. The specific requirements may differ due to local or regional differences.
   
   EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

   Copy this example

   

5. Post your job

   There are various strategies that you can use to find the right customer/technical service manager for your business:

   • Consider promoting from within or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to find candidates who meet your education requirements.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to reach potential job candidates.

   Post your job online:

   • Post your customer/technical service manager job on Zippia to find and recruit customer/technical service manager candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Your first interview with customer/technical service manager candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   Remember to include a few questions that allow candidates to expand on their strengths in their own words. Asking about their unique skills might reveal things you'd miss otherwise. At this point, good candidates can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new customer/technical service manager

   Once you have selected a candidate for the customer/technical service manager position, it is time to create an offer letter. In addition to salary, the offer letter should include details about benefits and perks that are available to the employee. Ensuring your offer is competitive is vital, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and it is important to be open to discussion and reach a mutually beneficial agreement. After the offer has been accepted, it is a good idea to formalize the agreement with a contract.

   It's also good etiquette to follow up with applicants who don't get the job by sending them an email letting them know that the position has been filled.

   After that, you can create an onboarding schedule for a new customer/technical service manager. Human Resources and the hiring manager should complete Employee Action Forms. Human Resources should also ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc., and that new employee files are created.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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