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Role Objective
The Regional Technical Operations Supervisor is responsible for leading and managing a team of technicians across onsite and remote locations within the AMER region. The role ensures high-quality technical support delivery, efficient resource allocation, compliance with operational standards, and continuous performance development across the team. This position serves as the primary point of contact for regional coordination with the TFS Global Lead and the client.
Key Responsibilities
- Supervise an average of 13 technicians operating both onsite and in remote AMER locations.
- Ensure all technicians are fully trained, aware of their responsibilities, and equipped with the necessary tools and resources.
- Deliver or coordinate technical training sessions to maintain high troubleshooting and support standards.
- Review and approve hardware diagnostics, troubleshooting actions, and remote support cases.
- Oversee planning and approval of repair trips and remote support operations.
- Monitor compliance with operational procedures, attendance, and technical task execution across all technical hubs.
- Conduct regular performance reviews and implement performance improvement plans when required.
- Hold recurring 1:1 meetings with technicians to provide feedback, address challenges, and promote professional development.
- Foster a positive and productive work environment onsite while maintaining strong team morale.
- Approve technician scheduling, occupancy, and time-off requests to ensure uninterrupted support coverage.
- Act as the main point of contact for both the TFS Global Lead and the client regarding regional technical operations and escalations.
Requirements
- Proven experience in supervising technical support teams across multiple locations or regions.
- Strong technical background with the ability to validate troubleshooting processes and maintenance procedures.
- Experience in team leadership, performance management, and coaching.
- Excellent communication and stakeholder coordination skills.
- Ability to maintain service continuity through effective scheduling and resource planning.
- Strong understanding of operational compliance, support workflows, and client-facing reporting.
- Ability to build a collaborative and professional work culture in onsite operational environments.
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