Supervisor, Technical Support

Job Title:

Supervisor, Technical Support

Reports To:

Manager, Technical Support

Position Location:

Vernon Hills, ILWork Type:
HybridFLSA Status (Exempt/Non-Exempt):
Exempt About Antylia Scientific:

At Antylia Scientific, we believe the future of science is shaped by the collective power of expertise.

As the home of trusted scientific brands—including Cole-Parmer, Environmental Express and Zepto Metrix, we bring together specialized knowledge, innovative products, and dedicated people to help laboratories, manufacturers, healthcare organizations, and researchers around the world solve complex challenges and improve lives.

Our teams support customers across life sciences, diagnostics, environmental, industrial, and academic markets with solutions that advance research, improve quality, protect communities, and drive scientific progress.

What makes Antylia unique is the expertise of our people. Across our brands and functions, we collaborate to share knowledge, solve problems, and create better outcomes for our customers. Every employee contributes to a culture built on innovation, integrity, collaboration, and continuous improvement.

If you're passionate about making an impact through science, technology, and customer-focused innovation, you'll find opportunities to grow your career while helping shape the future of science.

The Technical Support Supervisor will lead a team of technical support representatives to drive day-to-day performance, customer experience, and execution of both pre-sales and post-sales support activities. This role is responsible for translating Manager-defined priorities into frontline execution, ensuring high-quality technical support, timely issue resolution, and effective customer engagement. In this position, the individual will work closely with leadership to align priorities and support delivery of high-quality customer service and technical support outcomes.

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, 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 detail-oriented with strong organizational and project management skills.

• Leads, coaches, and actively manage a team of Technical Support representatives to achieve performance targets and deliver high-quality customer and technical support.
• Supports pre-sales activities by guiding team members in product recommendations, application validation, and solution alignment based on customer needs.
• Ensures team effectively identifies upselling and cross-sell opportunities during customer interactions and escalates opportunities to Sales as appropriate.
• Oversee daily operations, including SLA adherence, queue performance, and workflow management.
• Conducts regular team huddles and coaching session to drive performance, engagement, and development.
• Manages day-to-day queue performance, workload distribution, and staffing adjustments to ensure service levels are consistently met.
• Identify skill gaps and execute training plans in partnership with the Manager and Learning & Development team.
• Handles customer and agent escalations, resolving complex issues and escalating high-risk cases to the Manager as needed.
• Executes process improvements and supports cross-functional initiatives by implementing Manager-defined priorities and providing frontline insights.
• Support cross-functional projects by executing assigned actions and providing frontline insights.
• Act as a Subject Matter Expert (SME) for policies, workflows, and customer inquiries.
• Prepare and monitor KPIs, scorecards, and performance reports to support day-to-day decision-making.
• Analyze operational metrics and frontline trends to provide actionable insights and support continuous improvement initiatives.
• Partner with Customer Experience leadership and the Manager to elevate trends and recommend improvements.
• Ensures effective quality monitoring and timely resolution of customer complaints with root cause analysis in alignment with Manager-defined standards.
• Oversee and actively participate in customer interactions across multiple channels (inbound calls, emails, and live chats), ensuring…