Supervisor of Technical Services; Americas

Requirements

• Bachelor’s degree or equivalent practical / field experience
• 4+ years of experience in technical support for capital equipment or multidisciplinary systems, customer success, or a related field, with some team leadership or mentoring experience
• Experience handling escalations and coordinating issue resolution across teams
• Strong organizational and communication skills, with the ability to manage multiple priorities
• Strong proficiency in data analysis, with experience developing and tracking support metrics such as MTTR and case management best practices
• Experience working with CRM or ticketing systems (e.g., Salesforce, Zendesk)
• Ability to work effectively with partners and internal stakeholders
• Hands-on and troubleshooting Experience in hardware, manufacturing, or a technical environment is a plus
• Willing to travel - 10-25%

• As Supervisor, Technical Services (AMER), you will oversee day to day technical support operations with a strong focus on escalation management, partner support, and team leadership
• You will ensure customer issues are resolved efficiently by coordinating across teams, maintaining clear processes, and driving accountability
• This role plays a key part in delivering a consistent, high quality support experience while ensuring documentation and workflows meet required standards
• Lead and manage a team of Customer Success Technicians, providing guidance, coaching, and support
• Own escalation management, ensuring critical customer issues are prioritized, tracked, and resolved in a timely manner
  
  Act as the central point of coordination for complex or blocking issues, facilitating communication between internal teams to maintain progress
• Support regional partners by ensuring they receive timely technical assistance and clear guidance
• Monitor and report on key support metrics, particularly mean time to resolution (MTTR), and drive improvements
• Ensure support processes, case management, and documentation are maintained and compliant with company standards
• Promote consistent use of tools and systems for case tracking, communication, and knowledge sharing
• Identify recurring issues and work with cross-functional teams to improve support workflows and reduce friction
• Contribute to maintaining and improving knowledge base content and internal documentation