Job Description
AVPro Global Holdings, a leading manufacturer of high-performance AV distribution equipment, recently acquired RTI (Remote Technologies Inc.) and Pro Control, expanding our capabilities into the world of custom control and automation systems. With a shared focus on quality and innovation, we are proud to deliver premium solutions—and world-class support—to professional integrators around the globe.
We’re looking for a Technical Support Team Lead to join our RTI/Pro Control division in Minneapolis, MN. In this hands-on leadership role, you’ll guide our tech support team while helping improve internal engineering and customer service processes. You’ll play a key role in bridging the gap between technical support, product development, and customer satisfaction.
Here's what you’ll get to do:
Lead and mentor the RTI/Pro Control technical support team in day-to-day operations.
Serve as a subject matter expert for escalated support cases, especially those involving RTI or Pro Control programming.
Collaborate with engineering and product teams to identify and resolve recurring technical issues.
Help build and improve technical support documentation, SOPs, and escalation procedures.
Analyze support metrics and customer feedback to identify trends and opportunities for improvement.
Provide training, coaching, and onboarding for new team members.
Maintain a strong understanding of all RTI/Pro Control products, software, and integration platforms.
Act as a liaison between support, engineering, and sales to ensure seamless communication and customer satisfaction.
This is what we’re looking for:
3+ years of experience in technical support within the AV or control system industry.
Strong background in control system programming; RTI or Pro Control experience highly preferred.
Proven leadership skills or prior experience managing/leading a team.
Familiarity with engineering and customer service workflows and process improvement strategies.
Excellent communication, organizational, and problem-solving skills.
Comfortable working with control software (Integration Designer APEX, Pro Control Studio), networking, and AV signal flow.
Self-motivated with a passion for mentoring, process optimization, and customer success.
What we offer:
- Paid leave benefits
- Group Health & Life Insurance
- Employer paid benefits including - Dental and Vision Insurance
- 401K (4% Match)
- Supplemental Insurance
Hours/Pay:
- Full-time, Mondays through Fridays
- Shifts range between 8 a.m. to 6 p.m. CST
- Market competitive hourly wage depending on experience