Customer Care Tech Supervisor

Overview

Job Purpose: Oversee all aspects of Customer Care Tech Team, including product support for distributors, dealers, and end-users.

• Manage product support programs to provide excellent customer service and revenue enhancement.
• Manage warranty and return goods process for equipment.
• Oversee and manage Shop and Service Department, monitor progress of all current and pending projects.
• Receive service calls, initiate problem resolution and troubleshoot.
• Train service personnel and technicians on service and parts as primary support.
• Provide back-up Technical Representative Services.
• Train customers on service and parts as secondary support.
• Oversee safety regulations by complying with procedures, rules, and regulations; secure tools, materials, and equipment at end of day.
• Research, make recommendations, and implement additional methods of product support.
• Collaborate with Purchasing, Manufacturing, and Engineering on problem resolution for parts and products.
• Assist in the determination of pricing for repair parts and options.
• Assist Product Manager in the development of training curriculum for all service support matters.
• Participate in product reviews and make recommendations on changes to improve fit, form and function of equipment.
• Carry out supervisory responsibilities including interviewing and hiring; training and development; planning, assigning, and directing work; inspecting work; budgeting; appraising performance; rewarding and disciplining; addressing complaints and resolving problems; and coaching and counseling.
• Collaborate with marketing on producing sales and promotional materials.
• Contribute to team effort by actively participating in team meetings.

The Way We Do Things: We believe that a team of people who are humble, hungry and smart will deliver superior performance over the sum total of talented individuals; therefore, we are committed to achieving our mission through teamwork while honoring our core values.

• Humble – Puts the needs of the organization before themselves. Acknowledge each individual’s strengths and responsibilities. Is committed to the organization’s success.
• Hungry - Active participation and engagement in department and company-wide initiatives. Demonstrates an eagerness for achieving results, learning, setting a positive example, and adding to the success of the team.
• Smart - Understands the impact of their words and actions on other people. Demonstrates good judgment and intuition of group dynamics.

• At least 3 years of experience in a supervisory or management position.
• Ability to travel up to 50% of the time.

• Bachelor’s degree or equivalent work experience

The incumbent will have excellent written and verbal communication skills, with the ability to clearly convey detailed information to customers, coworkers, and management. Strong customer service skills are required, including the ability to interact in a positive, professional manner and to maintain effective working relationships. This position requires availability for on-call night and weekend customer service phone support. Incumbent must be able to read and interpret invoices, procedure manuals, blueprints, and job instructions, as well as prepare routine reports and business correspondence.

Proficiency in basic and advanced mathematical calculations— including whole numbers, fractions, decimals, proportions, and percentages— is essential. The role requires the ability to apply common-sense understanding to follow written, oral, or diagram-based instructions. Effective time management, task prioritization, strong attention to detail, and organizational skills are critical. Incumbent must be proficient in operating computers and software, including Microsoft Office and MRP systems, and be able to use standard office equipment such as computers, fax machines, copiers, and telephones.

Ability to maintain confidentiality.

The physical requirements described here are representative of those that must be met by an employee to successfully perform the…