Operational Technology Center Supervisor

Job Summary

The OT Support Center Supervisor (One Support) is responsible for the day-to-day operational performance of the OT Support Center. This role supervises support center staff, monitors workload and service levels, develops performance metrics, leads onboarding and training for entry-level roles, and assesses staffing needs based on call volume and work demand.

This position focuses on operational execution, people leadership, and continuous improvement within the OT support function.

• Provide daily supervision and direction for support personnel
• Monitor individual and team performance against defined expectations
• Conduct performance feedback, coaching, and improvement plans
• Reinforce escalation discipline, communication standards, and support workflows
• Oversee daily call volume, alert volume, and work queues
• Ensure incidents and requests are handled within defined service levels
• Balance workloads across staff and shifts
• Act as the first escalation point for operational issues within the Support Center
• Develop and maintain performance metrics, including response time, resolution time, escalation rate, and repeat issues
• Track trends and report operational performance to OT leadership
• Identify process gaps, bottlenecks, and improvement opportunities
• Support standardization of support workflows and procedures
• Lead onboarding and training for entry-level support roles
• Ensure consistent training on tools, systems, and escalation paths
• Maintain training documentation and knowledge base materials
• Validate readiness of new hires prior to independent support work
• Assess staffing levels based on call volume and work demand
• Recommend staffing adjustments, shift coverage, or scheduling changes
• Support planning for future or expanded coverage models
• Stay updated with the latest industry trends, technologies, and best practices
• Coordinate with vendors and suppliers for equipment procurement, installation, and repairs
• Prepares various reports as required
• Performs other duties as required

• Preferred Bachelor's degree in Mechatronics, Communications, Information Systems, or other related field
• 3-4 years experience in Support Center, OT Systems / Advanced Manufacturing
• Preferred experience and knowledge of UFP's organization and culture
• Knowledge of Microsoft Office Components including Excel, Word, Outlook and Power BI.
• Proficiency in the use of the English language in reading, writing and speaking
• Ability to successfully interact and communicate with all organizational levels and the public, including leading large scale presentations to audiences with varying technical skills
• Ability to learn new computer software applications quickly
• Logical, process oriented nature
• Ability to communicate clearly via phone and email with customers and co-workers
• Ability to identify and pursue opportunities for improvement in business processes
• Must work out of one of the Company's locations or the Company's corporate office
• Travel expectation as needed
• Self-managing; works well under little supervision
• Highly motivated and enthusiastic
• Good interpersonal skills and good communicator
• Strong organization skills and detail oriented
• Be a team player and support the Company's goals
• Conducts in a professional manner
• Ability to pass a drug test

The Company is an Equal Opportunity Employer.