SME Supervisor

Carrier Enterprise•City of Syracuse, NY

8d•Onsite

About The Position

The Supervisor manages the daily operations of the Tier 2 Subject Matter Expert (SME) team, overseeing Level 1 and Level 2 support associates to ensure optimal staffing coverage, workload distribution, and adherence to service level Key Performance Indicators (KPIs) across all designated areas of study. This position is critical to maintaining customer experience excellence by bridging technical support operations with cross-functional teams, driving continuous improvement, and ensuring associates possess current product knowledge and process expertise.

Requirements

Associate's degree or equivalent in Business Administration, Communications, Technology, or related field
Minimum of 4–5 years in business, communications, supply chain, HVAC technology, or related field
Strong leadership and coaching skills with excellent written and verbal communication abilities
Proficiency in Salesforce CRM, Microsoft Office Suite (Excel, PowerPoint, Word, Teams), budget management, and ability to manage multiple priorities with cross-functional teams
Demonstrated experience managing support teams, coordinating product/process updates, and implementing performance improvements in a technical support environment

Responsibilities

Oversee staffing coverage, workload distribution, and service level KPI adherence for Level 1 and Level 2 support associates across all designated support areas.
Track and analyze performance metrics to optimize team efficiency, identify bottlenecks, and ensure continuous operational improvements.
Partner with Project Management and Training teams to develop, review, and deliver customer-facing and associate-facing training programs that enhance team capabilities.
Coordinate product updates and customer experience (CX) process training to ensure consistent expertise throughout the support team and maintain alignment with organizational changes.
Ensure Tier 2 SME associates remain current on product knowledge, system enhancements, and process changes through ongoing communications and updates with Product Management, Factory, and vendor partners.
Identify and implement escalation pathways that reduce complex or recurring issues at the Tier 2 level and collaborate with cross-functional stakeholders to drive systemic enhancements.
Work with interdepartmental stakeholders, including Product Management, Factory, Carrier and RCD Parts vendors, specialty account teams, and CX leadership to support continuous improvement efforts.
Oversee payroll timecards, overtime, travel expenses, reimbursements, and SG&A expenses related to events, trainings, and CX requirements, ensuring expenses remain within approved budgets.