Supervisor, Technical Support Job Description

Supervisor, Technical Support Job Description

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Supervisor, technical support provides routine technical support on Semrock-brand optical filter products, technology, and optical applications in the field of life science, medical device diagnostics and analytical instrumentation.

Supervisor, Technical Support Duties & Responsibilities

To write an effective supervisor, technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included supervisor, technical support job description templates that you can modify and use.

Sample responsibilities for this position include:

Assist the Manager/Director of Technical Support with the employment, promotion, counseling and discipline of assigned employees develop career pathing for direct reports and monitor professional growth of employees
Provides initial ongoing training and coaching for CSA representatives
Sets productivity standards and goals
Plan start-up schedules taking account of specific circumstances such as holidays, training
To keep up-to-date with new and existing standards and legislation, such UL 864, NFPA, BS, LPCB, EN54
Create a demonstration and training facility within the region
Develops, interprets, and assigns complex tasks based on engineering designs, specifications, procedures, and/or test operations
Develops and maintains record keeping, personnel evaluations and reports
Be visible to agents
Act as a point of escalation

Supervisor, Technical Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Supervisor, Technical Support

List any licenses or certifications required by the position: HDI, ITIL, ITTL, O365, CCENT, CPP, AWS, EETC, NCTI, MCP

Education for Supervisor, Technical Support

Typically a job would require a certain level of education.

Employers hiring for the supervisor, technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Technical, Computer Science, Education, Engineering, Business, Information Technology, Management, Associates, Computer, MBA

Skills for Supervisor, Technical Support

Desired skills for supervisor, technical support include:

Medical device Technical Support troubleshooting
BGP
OSPF
TCP/IP
Telecom circuits from DS-0 through OC-48
Clinical laboratory instrumentation and systems
MS Excel and Word
Microfluidics
Molecular diagnostics
Optics and its applications to PCR related products is highly desirable

Desired experience for supervisor, technical support includes:

10 years of experience in the software industry with a minimum of 3 years in technical support management, including people management
CSG expertise (Billing System)
High attention to detail and work standards
People manager employee issues, HPD
Lead, evaluate and develop a team of technical consultants
Create and manage escalation procedures and ensure service levels are maintained

Supervisor, Technical Support Examples

1

Supervisor, Technical Support Job Description

Job Description Example
Our growing company is looking for a supervisor, technical support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for supervisor, technical support
  • Deliver clear presentations and expectations of the proposed technical concepts and plans
  • Provide day-to-day support and guidance to Application Support Engineers, including performance evaluations, goal setting and mentoring
  • Identify scope in terms of mission, objectives, and requirements
  • Track delivery of work products and services
  • Provides feedback and direction regarding individual metrics
  • Monitors calls and provides feedback to assigned TSRs
  • 1x1 meetings with each TSR to review MBO’s, personal goals, and take corrective actions
  • Ensure alignment with the Technical Support business strategy
  • Collaborating with internal departments ensuring that major technical support issues are properly addressed
  • Serves as a point of contact to technical support center staff to address customer escalations and meet customer expectations
Qualifications for supervisor, technical support
  • Understands key business issues in own area
  • Sets priorities for team members to meet daily deadlines
  • Listens to team members
  • Lets others know own position when asked
  • 3-5 years supervision in a fast paced inbound support environment required
  • Bachelor's degree (or higher) or High School Diploma/GED with 3+ years of equivalent experience
2

Supervisor, Technical Support Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of supervisor, technical support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for supervisor, technical support
  • Reviewing and delegating Service Request and Incident Tickets
  • Point of contact for challenges during a P1 Incident
  • Overseeing trending, volume and resource utilization reports
  • Manage finance staff (approximately 10 people) and change management process in the Invoicing group and ensuring a high level of customer service to all customers
  • Working with the team and other departments, review, evaluate and continuously improve all finance processes (for all sectors) related to the invoicing function
  • Manage the numerous IT projects impacting the Invoicing group, including those initiated outside of the Finance Transaction Support (FTS) group
  • Ensure compliance with generally accepted accounting principles internal control standards as required under Sarbanes-Oxley Act
  • Responsible for harmonizing business processes and change management
  • To be responsible for establishing, maintaining and identifying current performance trends and issues for essential monitors and KPI’s to assist the provision of production/performance data to the Production Manager, ensuring continuity across all cells
  • To be responsible for and assist in achieving continual improvements in product quality yield, process, lead time, and delivery for all areas in line with the company objectives
Qualifications for supervisor, technical support
  • Must be able to work in a fast-paced environment as a self-motivator that promotes teamwork among co-workers
  • Must be able to talk and hear within normal ranges and possess the ability to reach, handle, and feel
  • Specialized/technical training with 2 years experience in computer and networking support
  • An in-depth background or experience in media production and post-production
  • Significant experience in media production/post production/animation/visual effects/interactive media is highly preferred
  • Minimum of 5 years of experience with technical support center preferred, or other experience in a call center/ customer service background
3

Supervisor, Technical Support Job Description

Job Description Example
Our company is searching for experienced candidates for the position of supervisor, technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for supervisor, technical support
  • Presents ideas effectively to individuals and/or groups
  • Supports and facilitate the development of others' knowledge and skills by providing timely feedback and guidance to help staff reach goals
  • Maintains hands-on knowledge of help-desk operations, various software applications, database architectures, POS systems, computer/hardware technologies and multiple network topologies
  • Evaluates the quality of Technical Support Representatives’ calls from customers
  • Prepare timely, accurate quotations for Food Service Dealers, Territory Sales Managers, Retail and National Account Managers, Independent Rep Groups, and Product Line personnel using the AutoQuotes computerized quotation system
  • This individual will act as an intermediary between Food Service Dealers, Territory Sales Managers, Regional Sales Directors, Independent Rep Groups, Consultants, and the Customer Care Team in resolving project document discrepancies to enable generation of accurate quotations and resolution of pricing
  • Must possess a working knowledge of all Hobart/Traulsen/Baxter current and discontinued product lines, accessories, parts, and their relationship to specific devices and systems to accurately converse on required technical and professional levels with internal and external customers
  • Possess or develop a working knowledge sufficient to research competitor’s equipment and accurately and effectively generate quotations for alternates
  • Must attend and actively participate in Food Service Industry Trade Shows, company sponsored professional sales and product training sessions to develop professional sales techniques and expand product knowledge on existing and new products
  • Develops and implements preventative maintenance program for equipment and/or facility in accordance with manufacturer’s and/or engineering guidelines
Qualifications for supervisor, technical support
  • Knowledge of iSeries or AS/400 experience
  • Familiarity in the use of diagnostic programs and tools
  • Experience in formal incident/problem/service request management processes
  • Ability to work off business hours and respond to On-Call events when needed
  • Excellent customer service skills, communication skills and polite, professional telephone etiquette
  • General understanding of infrastructural components
4

Supervisor, Technical Support Job Description

Job Description Example
Our company is hiring for a supervisor, technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for supervisor, technical support
  • To support customers with current and future issues related to pallet/automation compatibility
  • Work in queues a minimum of 25% of work day to maintain subject matter expertise and service level goals special projects as designated by management
  • Communicate solutions,successes, and opportunities to Manager
  • Carry out performance measurements, Quality Audits, CSAT scores/feedback, general monitoring, and documented evaluation of all agents to improve team efficiency
  • Proactively communicate with Manager regarding work flow, processes, staffing issues/performance, trending escalations, defects, service levels, vendor topics and customer experience items
  • Provide leadership to the technical support group with particular focus on the goal of providing superior customer support through prompt, accurate and innovative technical support and project management
  • Foster customer loyalty in day-to-day interactions by consistently meeting and exceeding the customers’ expectations
  • Maintain regular contact with key BU, PMO, QMM, MKP organizations, , the level 1 technical support technicians in Costa Rica
  • Administer personnel requirements including schedules, workload and availability
  • Develop continuous improvement plans for the team
Qualifications for supervisor, technical support
  • You have proven skills in business, analysis and problem-solving
  • You have strong communications skills and are bilingual in both English and French (written and spoken)
  • Management of at least twelve indirect reports
  • Production Engineering & Production Support background
  • Experience of Continuous Improvement relating to Production Engineering
  • Background of CI / LEAN / Six Sigma
5

Supervisor, Technical Support Job Description

Job Description Example
Our company is searching for experienced candidates for the position of supervisor, technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for supervisor, technical support
  • Follow up KPI’s
  • Support to solve basic level issues or act as intermediate between global technical support and the customers to bring the final solution for complex cases
  • Coordinate order creation with AmSAC
  • Supervise day to day activities of client services representatives in resolving client technical and operational problems
  • Handle and document critical customer complaints to assure speedy resolution and client satisfaction
  • Coordinate the implementation of new products and enhancements with the business systems, conversions, operations and system and programming groups
  • Develop relations with the clients through visits and phone calls to resolve and avoid problems
  • Provide support to staff on client issues and user operating difficulties
  • Collaborates with other departments to resolve product and support issues
  • Maintain applicable functional understanding of EFT products, services and tools
Qualifications for supervisor, technical support
  • Proficient in Microsoft Windows software applications
  • Fluent in computer technology
  • Must be able to work a non-traditional shift of potentially 12 p.m
  • Bachelor’s Degree, certification or equivalent work experience
  • Must be flexible in work schedules and OT/Holidays
  • Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Business, or related field preferred

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