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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.


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