Sr. Field Support Supervisor
About The Position
The Sr. Field Support Supervisor provides supervisory direction for the delivery of pre- and post-sales services and support to customers. The role leads customer retention activities, including helping resolve customer concerns and defining and developing customer contact strategies. It analyzes operational processes and procedures, assesses training needs, and identifies opportunities to improve service delivery and customer outcomes. The supervisor executes established customer service procedures and coordinates with customers and internal teams—including manufacturing, sales, field service, order processing, and accounting—to resolve inquiries about status, production, delivery, and billing. The role reviews and submits warranty claims and oversees return materials authorization (RMA) processes to ensure customer returns, exchanges, service, and repairs are handled quickly and accurately. It also selects, develops, and evaluates personnel to support efficient operations. The position receives assignments as objectives with goals and processes for achieving them, directs employees under established policies and management guidance, and may recommend changes to group policies. It works through issues requiring analysis of relevant factors and judgment within defined procedures and policies. The supervisor interacts frequently with subordinate supervisors and functional peers, including presenting technical information about projects or schedules, and directly supervises exempt employees and/or skilled nonexempt employees. The position is based in Chandler, Arizona.
Requirements
- Bachelor’s degree with 2 or more years of experience as a lead or supervisor of a technical team; or a master’s degree with 0 years of experience; or an equivalent combination of experience and education.
- Experience or capability consistent with directly supervising exempt employees and/or skilled nonexempt employees, such as technicians, designers, or support personnel.
Responsibilities
- Provide supervisory direction for delivery of pre- and post-sales services and customer support.
- Lead customer retention activities, including participating in the resolution of customer concerns and developing customer contact strategies.
- Analyze operational processes and procedures, assess training needs, and identify opportunities to improve service delivery and customer outcomes.
- Execute established customer service department procedures.
- Coordinate between customers and manufacturing, sales, field service, order processing, and accounting to resolve status, production, delivery, and billing inquiries.
- Review and submit warranty claims.
- Manage RMA processes to ensure returns, exchanges, service, and repairs are completed quickly and accurately and customer service issues are resolved.
- Select, develop, and evaluate personnel to support efficient operations.
- Direct employees according to established policies and management guidance, and recommend changes to group policies.
- Present technical information concerning specific projects or schedules and help resolve problems and meet schedules.
Benefits
- Medical, dental, vision, life, and other voluntary benefits
- 401(k) with company matching
- Employee stock purchase program (ESPP)
- Student debt assistance
- Tuition reimbursement program
- Development and career growth opportunities and programs
- Financial planning benefits
- Wellness benefits, including an employee assistance program (EAP)
- Paid time off and paid company holidays
- Family care and bonding leave
- Performance incentive programs may be available
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What This Job Offers
Job Type
Full-time
Career Level
Senior
