Job Title: Supervisor, Technical Support

Reports To: Manager, Customer Experience

Position Location: Raleigh, North Charleston, Metuchen, Franklin, Buffalo

FLSA Status (Exempt/Non-Exempt): Exempt

FLSA Status (Exempt/Non-ExeExempt

Position Summary:

The Technical Support, Customer Experience Supervisor will be responsible for driving results and productivity of the department through effective management and communication. In this position, the individual will work closely with the leadership team to communicate vision and will help deliver stellar customer service and technical support results. This role will plan and manage daily operations of team members to meet the needs of the customer while supporting department and company financial/operational goals and objectives. This includes being able to resolve difficult customer situations in both a product application and sales support sense, managing training and development activities, metrics, quality monitoring for the department, supporting domestic and international commercial/indirect fields team, and technical and non-technical representatives. The person in the role must be very detailed oriented with strong organizational and project management skills.

Key Responsibilities:

• Coaches, counsels, and develops associates to achieve departmental goals and promote excellent Customer Service and Technical Support. Responsible for working with Customer Experience Leadership, Global Portfolio Management, and Training team to identify and arrange needed associate training and development.

• Monitors overall workflow and makes adjustments, or process improvements to achieve service level goals.

• Maintains and monitors department and individual performance, productivity, attendance records, performance evaluations and continual appraisals of staff. Uses data to identify creative ways to drive revenue through the teams.

• Assess, implement, and monitor training needs of team members to provide optimal performance related to Order Management, Demand Analyses, Customer (internal & external) Communication, Customer Service Metrics Analyses.

• Works closely with Customer Experience leadership team to analyze weekly and monthly performance metrics to drive customer, business results. Including, but not limited to: Antylia Company Service Metrics, Departmental Scorecards and Metrics, Customer Specific Scorecards for Key Accounts, Ad Hoc Customer Service Scorecards and Metrics, to drive pro-active behavior.

• Participates in the candidate selection process; trains, evaluates, and enforces discipline when necessary.

• Ensures customer needs are met and high-quality service is delivered. Ensures the resolution of all escalated customer situations. Maintains staffing and processes to handle customer inquiries from various channels. Staffs by reinforcing core principles of world class customer service.

• Adheres to robust complaint management process to improve the overall experience (customer and employee).

• Works closely with Technical Support Leads and Customer Experience Leadership team to maintain alignment on quotes and sales support processes.

• Quality Monitoring: Ensure effective quality monitoring programs are administered and performance counseling is provided; while ensuring all Customer Complaints are closed and are analyzed for root cause corrective action along with correct product recommendations and product/application troubleshooting.

• Lead cross functional work teams focused on identifying service issue root causes and implementing corrective action plans to provide sustainable service improvements that meet/exceed customer expectations.

• Supporting business integration such as implementation of new systems and system/process enhancements (i.e. Ring Central Phone System, Salesforce and others).

• Stays current in knowledge of our products and markets we service, field changes and competitors’ activities through reading materials or other means.

• Ensures the teams are meeting national security and other legal requirements such as SOX, as part of daily interaction with customers and where necessary, completing end-user screening by asking for end user information. Verifies end use of product along with asking for ultimate destination for orders, and asks customers for specific products being purchased or returned.

• Performs other duties as assigned

  Education:

• Bachelor’s Degree required in Science Discipline, or equivalent work experience.

  Experience:

• 3-5 years of relevant work experience and leadership/management experience.

  Minimum Requirements/Qualifications:

• Must possess the leadership and management skills to be able to lead, coach and motivate a group of employees to ensure that the highest level of Customer Service is provided.

• Excellent communication skills, both written and verbal, to communicate to all levels of the organization clearly and concisely.

• Must have excellent interpersonal skills to develop strong, professional relationships with customers, give positive and negative feedback tactfully, and manage performance issues effectively.

• Must possess strong analytical and problem-solving skills to be able to analyze, interpret and apply information and procedures, understand and act on customer prepared documents, respond to issues with creative problem solving, identify areas for management and agent improvement, and apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues.

• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions.

• Must be able to balance customer experience support needs, associates’ needs, and company profits and sales. Sets priorities and manages own workload with little guidance/instruction and able to delegate tasks/projects where appropriate.

• Excellent understanding of computer basics including Windows, Word, Excel, email and Internet Explorer is imperative, (AS400 and Salesforce CRM optional).

• Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.

• Strong work ethic, self-motivated, and an ability to excel within a rapidly changing and growing organization.

  This position has not been approved for Relocation Assistance.

  The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it.

  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.