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Technical Support Supervisor

The Technical Support Supervisor is responsible for leadership, mentoring, training, and driving process excellence in the pursuit of giving customers a quality service experience. This position supervises a Technical Support Team.
ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provide training, coaching, motivation, and mentoring to ensure individual and key performance indicators (KPI) are met or exceeded.
  • Assist Technical Support Manager in developing and implementing countermeasures for continuous improvement.
  • Implement Technical Support policies and procedures and direct activities that ensure the delivery of world-class service to our customers, while maintaining profitability.
  • Ensure that appropriate staffing and career development plans are in place.
  • Ensure moderate to expert product knowledge exists within self and direct reports.
  • Ensure ISO and FDA requirements are met within functional area.
  • Manage customer escalations to resolution.
  • Document session notes and complaints in appropriate systems.
  • Handle other duties and projects as assigned.
REQUIREMENTS:
  • 4-year college degree or equivalent industry experience.
  • 3 years of previous leadership experience
  • 1 year call center management/technical support/help desk leadership experience
  • 3 years troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks
  • Intermediate Proficient with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)
PREFERRED SKILLS/EXPERIENCE:
  • Excellent verbal and written communication skills necessary to troubleshoot equipment by phone with service technicians, as well as solve application problems with the end users
  • Understanding lean management via Danaher Business System (DBS)
  • HDI certification
  • Leadership Must be able to inspire others to act on key initiatives.
  • Teamwork Must be willing and able to work closely and effectively with other departments, peers, etc.
  • Influence Must be able to influence direct reports, peers, leadership staff, internal and external customers.
  • Results orientation Must consistently deliver results.
  • Communication Must be able to effectively communicate in both written and verbal forms. Must be able to communicate to all levels senior leadership.
  • Professional Work and Detail Orientation Must have excellent attention to detail, and all work must be at a high level of professionalism.
  • Positive Attitude Does what it takes to successfully accomplish goals
RELATIONSHIPS:
Internal relationships:
  • Reports to the Technical Support Sr. Manager or Director
  • Supervises team of Technical Support Associates (all technical levels)
  • Guide and mentor Team Lead(s) to provide support to Technical Support Associates
  • Frequently interacts with all functional departments
  • External Relationships:
  • Frequently interacts with customers and partner dealers
PERSONAL TRAIT PROFILE:
  • Lives the continuous improvement philosophy and can drive change successfully
  • Results driven
  • Patient
  • Self-sufficient
  • Enthusiastic
  • Team oriented (knows when to lead and when to follow)
  • Logical and creative thinker
  • Poised, strong personal impact
  • Confident
  • Facilitation skills to all leadership levels
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The EEO is the Law poster is available at: http://www. dol. gov/ofccp/regs/compliance/posters/pdf/eeopost. pdf.


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