Tech Support Supervisor

POSITION SUMMARY
The primary responsibility of the Technical Support Supervisor is to provide leadership and management of the Technical Support Team and Technical Trainer to ensure that Bauer provides exceptional customer support to distribution and direct end user customers. Technical Support Supervisor will also work as a backup to the Director of Technical Services, including when Director is absent or if travel may be required to go on-site. Key tasks include customer interaction, scheduling, coordination, training, directing, managing key customer support related projects and mentoring to ensure that the support team activities are completed swiftly and efficiently. The Technical Support Supervisor will also work closely with all other departments to regularly identify, solve, recommend, develop, implement, and process improvements to enhance customer experience and drive team efficiency. The Technical Support Specialist reports to the Director of Technical Services.

JOB FUNCTIONS
Include the following, but other duties may be assigned.

• In collaboration with Director of Technical Services, establish effective strategies for the group to ensure that all customer support processes and personnel are aligned to provide exceptional customer support
• Monitors and analyzes department workloads to develop more efficient procedures and use of resources.
• Managing the daily operations of the technical service team
• Adhering to established procedures & protocols to ensure superior customer satisfaction.
• Multitask efficiently and consult on complex support issues as needed.
• Working directly with end-customers and distributors as needed
• Participating in the technical service team staffing process including recruitment, supervision, development, evaluation, and discipline
• Participating in payroll for the customer service staff
• Actively managing & participating in the rotation from after-hours support
• Developing & maintaining policies & standards for maximizing the technical service team effectiveness while minimizing costs
• Routinely offering support & mentorship to the technical service staff
• Safeguarding team alignment with stated goals, guidelines, and objectives
• Ensuring team compliance with process & technical training requirements
• Modeling responsiveness & integrity in all customer communications
• Directly managing customer escalations to successful conclusion
• Working with the technical service team to accomplish assigned goals & objectives.
• Providing concise status reports on a regular basis
• Responsible for high-level troubleshooting electrical, PLC, mechanical, and pneumatic, applications.
• Responsible for providing high-level support installations and start-up of new equipment.
• Gather and relay technical or performance information from existing BAUER-installed equipment in regard to the operation of equipment and provide feedback to engineering.
• Performing other duties and projects as assigned

The ultimate goal is to provide the world-class Bauer Lifecycle Performance experience that our customers expect and deserve.

ESSENTIAL SKILLS AND EXPERIENCE

• Strong personnel and time management skills
• Excellent verbal and written communications skills
• Excellent technical & process troubleshooting skills.
• Superior team-oriented attitude & desire to constantly embrace new ways of delivering services.
• Strong experience with mechanical and electrical systems.
• Working knowledge of pneumatics
• A minimum of two (2) years of related technical support experience and/or training; OR an equivalent combination of education and experience.
• Able to interpret wiring, tubing, structural drawings, and specifications.
• Knowledge of troubleshooting PLCs.
• Must be proficient in Microsoft Outlook and Office (Word and Excel).
• Ability to work in a fast paced with high demand environment.
• Must be responsive with ability to follow-up and bring open items to closure.
• Must be highly disciplined and organized.
• Must be self-starter and able to work under minimal supervision.
• Manage all internal & external interactions in a professional and courteous manner.
 

VALUED BUT NOT REQUIRED SKILLS AND EXPERIENCE
• Associate degree (A.A.) in Mechatronics, Mechanical Engineering or other related field from a two-year college or technical school is preferred.

REPORTING TO THIS POSITION
• Technical Support Staff

PHYSICAL DEMANDS AND WORK ENVIRONMENT
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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use of eyes for close vision, use hands, fingers, grasp, handle, reach, listen, talk, and may need to talk on the telephone while taking notes. Occasionally the employee must lift and/or move up to 50 pounds or ask for assistance.

The noise levels in some manufacturing facilities frequently may exceed the normal dBA. The employee is required to wear necessary protection (foot, eye, ear, etc.) when walking through the plant.

Normal working schedule: Monday through Friday, 8AM to 5PM with some overtime required at times.