Supervisor - Customer Support

S&C Electric Company • Chicago, IL

8d • $73,920 - $97,885 • Hybrid

About The Position

The global Power System Solutions (PSS) organization is an integral part of S&C Electric Company, dedicated to providing comprehensive service and support for S&C customers. The organization offers services and solutions that support S&C equipment, including field service, engineering, analytical services, and customer support. These specialized divisions work collaboratively to ensure the delivery of high-quality solutions for customer distribution, transmission and generation interconnection needs worldwide.
Join S&C to make an impact on tomorrow’s energy challenges and become an employee-owner
Join Our Team as a Supervisor - Customer Support!
S&C Electric Company is seeking a dynamic individual to join our team. As a Supervisor - Customer Support, you’ll be crucial in ensuring continued innovation and supporting our diverse team.
The Supervisor - Customer Support is responsible for the day-to-day operational objectives of S&C’s Customer Support call center, serving as the first point of contact for inquiries from S&C’s installed customer base. Their primary responsibility is to ensure the smooth processing, lodging, and assignment of support tickets in accordance with operational procedures, timely troubleshooting, and resolution of simple inquiries, achieving high standards of customer satisfaction and meeting departmental KPIs.
The Supervisor – Customer Support supervises a team of hourly customer support staff working across three shifts, providing 24/7 remote monitoring and diagnosis of the health and performance of S&C and third-party customer assets. By utilizing diagnosis procedures, the team notifies subject matter experts and coordinates the dispatch of field support personnel as needed.

Requirements

• Minimum of three (3) years of experience in the electric power systems industry and at least two (2) years of Utility transmission and distribution exposure
• Minimum of three (3) years experience in operations, customer service and/or engineering with success in customer-facing support services
• Prior experience in a supervisory or managerial role with a grasp of basic management approaches
• Hands-on experience with monitoring systems and technologies, as well as customer service ticketing frameworks
• Customer service orientation and skills with a demonstrated commitment to customer satisfaction in every interaction
• Aptitude for identifying issues and using analytical skills to examine data to identify effective solutions to general/routine problems
• Demonstrated experience in CRM systems (Salesforce desirable) maintaining and leveraging data for reporting purposes
• Efficient time management and organizational skills to prioritize tasks while handling a heavy volume of customer support tickets and ensuring smooth operations
• Decision-making capabilities for informed and timely decisions, especially in high-pressure situations
• Broad understanding of monitoring systems and other relevant technologies
• Flexibility and adaptability to fast-moving situations and requirements
• Communication skills, (written, verbal, listening and presentation) able to liaise with internal and external stakeholders at all levels from leadership to support staff
• Interpersonal skills to establish meaningful relationships in person and a remote environment, fostering collaborative working relationships amongst a diverse audience
• Previous experience in a 24/7 operational environment
• Detailed knowledge of electrical utility distribution systems, power systems and associated systems

Nice To Haves

• Previous experience in a 24/7 operational environment
• Detailed knowledge of electrical utility distribution systems, power systems and associated systems
• Knowledge of codes and standards including NEC, NESC, and other relevant power system standards
• Proficient computer skills including experience using Oracle and Microsoft Office suite (Excel, Word, Outlook)5-7 years of experience in manufacturing engineering

Responsibilities

• Set specific goals and objectives for the team based on customer support KPIs to achieve immediate and short-term results
• Organize scheduling to ensure adequate coverage for all three shifts and necessary operating hours
• Monitor real-time operations, assign tasks and responsibilities, and provide direction to the team
• Create and manage databases and systems for product information and common customer queries to ensure timely resolution
• Support the implementation of system improvements in Salesforce and other reporting, tracking and database tools and provide hands-on training for smooth rollout
• Collaborate with the Assistant Manager – Technical Support to ensure the smooth escalation and handover of customer support tickets
• Maintain relationships with leaders across the organization (including sales, engineering, product development, operations and safety) to ensure seamless coordination, planning and alignment of shared priorities and work
• Monitor and control expenses in line with the Global Customer Support departmental budget
• Implement and monitor adherence to procedures, systems and tools to ensure seamless coordination, on-time resolution of tickets and customer satisfaction
• Audit ticket lodgement, categorization, triage evaluation and assignment, priority assessment, risk rating and resolution notes against defined guidelines and procedures
• Develop and implement incident response protocols to handle emergencies effectively
• Respond to escalated customer issues and provide solutions
• Resolve customer complaints and issues professionally and escalate high-risk reputational complaints to leadership
• Track and analyze daily and weekly support trends and KPIs including response times, system uptime and ticket resolution times
• Identify support trends and offer suggestions for improvements to enhance service quality
• Monitor and prepare performance reports and communicate results against operational objectives and KPIs with leadership and other key stakeholders as required
• Act as a champion for Salesforce and leverage reporting tools and dashboards to track goals and progress
• Champion safe working practices and oversee the efforts to ensure the required tools, training and checks are in place to maintain zero lost time injury and other safety KPIs
• Ensure the strict observance of all relevant US and/or international safety and environmental laws, standards and requirements
• Collaborate with the safety and environmental department to review and update Technical Support safety policies, procedures and practices
• Direct and review the work of the team to accomplish operational results
• Act in accordance with appropriate and professional workplace behaviors, address/mediate conflicts to restore harmony, and support a positive, healthy and inclusive workplace culture in accordance with S&C's mission, vision, values and guiding principles
• Initiate administrative decisions and processes including but not limited to recruitment, induction, vacation management, performance reviews, performance improvement plans, and workforce/succession planning
• Establish, monitor, and hold team members accountable to clear responsibilities, provide ongoing performance feedback (both positive and developmental), address performance gaps promptly and initiate corrective actions and approval for terminations where required
• Support the growth and development of team members, recognize and reward their achievements and proactively train, mentor and coach team members
• Understand and comply with all applicable Company policies and rules
• Maintain regular and punctual attendance
• Attend in-person or virtual meetings as requested or required
• Communicate effectively and respectfully with other
• Other responsibilities as assigned

Benefits

• Health and Welfare Benefits: Medical & Prescription, Dental, Vision, Health Care and Dependent Care Flexible Spending Accounts, , Health Savings Account (HSA), Group Life Insurance, optional Supplemental Life and AD&D Insurance, Wellbeing Resources including Employee Assistance Program and Family Forming Benefits (i.e., Adoption and Fertility support)
• Leave Benefits: Vacation Time, Sick Time, Paid Holidays and Company Shutdown days, Short-Term Disability, Long-Term Disability, Other Leaves, Paid Parental Time and Military Leave
• Retirement Benefits: 401(k) Retirement Savings and Employee Stock Ownership Plan (KSOP) offering traditional and Roth 401(k) options and an Employee Stock Ownership Plan (ESOP) component; KSOP participants can receive annual ESOP company contributions of over 11% of eligible earnings (3% Core, up to 3.5% Match, Variable Periodic).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees