Electronics Systems Support Supervisor

Description

Objective

The Electronic Systems Support Supervisor oversees the day-to-day operations of the Technical Support team, ensuring efficient resolution of customer issues, high-quality service delivery, and adherence to company standards. This role involves mentoring and developing support staff, managing workloads, monitoring performance metrics, and collaborating with other departments to improve processes and customer satisfaction.

Essential Functions include the following. Other duties may be assigned.

• Leads and mentors a team of technical support specialists handling hardware and software inquiries
• Oversees troubleshooting and resolution of complex issues involving electronic hardware, firmware, and companion software
• Manages daily operations including workload distribution, shift scheduling, and coverage for peak hours
• Oversee the Technical Support shared email inbox
• Ensures all support cases are documented accurately and resolved within defined SLAs
• Manages ticketing system
• Ensures compliance with warranty policies, return authorization procedures, and company standards
• Handles and resolves escalated Technical Support issues
• Supervises Technical Support full employment cycle (hire, train, manage, terminate)
• Focuses on training and development
• Identifies skills gaps; creates training programs and coordinates technical workshops or cross-training sessions to promote knowledge growth within the team
• Conducts regular team meetings, performance reviews, and one-on-one coaching sessions
• Conducts checks for assessment
• Creates and maintains the Technical Support knowledge base, troubleshooting guides, and standard operating procedures
• Monitors KPIs
• Provides detailed reports on support metrics, recurring product issues, and customer trends
• Collaborates with other departments to resolve customer issues
• Works with engineering, quality, repair, and sales teams to manage escalations and customer feedback
• Coordinates with engineering regarding advanced troubleshooting
• Partners with engineering to stay current on new product releases and updates
• Fosters a culture of accountability, teamwork, and continuous improvement

Supervisory ResponsibilityThis position supervises the Technical Support team.

Position Type/Expected Hours of WorkThis is a full-time position. The hours of work are expected to coincide with the Company's normal business hours, Monday-Friday. Responsible for overseeing after-hours support via company-provided phone.

Required Education and Experience to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• High school diploma or GED required. Associate's degree in Electronics, Electrical Engineering, Computer Science (or equivalent technical experience) preferred
• Minimum two years' customer service experience
• Minimum two years' supervisory experience
• Strong understanding of electronic hardware, firmware, and related software applications
• Familiarity with Microsoft Office desktop software applications (i.e. Outlook, Excel, Word, PowerPoint)
• Proficiency in using diagnostic tools and ticketing systems
• Ability to work both independently and in a collaborative team environment
• Excellent communication, leadership, and problem-solving skills

TravelThis position requires 10% travel.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

No unusual physical demands. Predominantly sitting. Some pushing, pulling, stooping, kneeling, typing, crouching, and lifting. Requires the ability to lift up to 25 pounds.

Typical office environment.