Supervisor - Customer Support

S&C Electric Company•Chicago, IL

7d•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 Hours 8:00 am – 5:00 pm (Mon-Fri) Hybrid Compensation At S&C, we are dedicated to providing competitive and equitable compensation for all our team members, and we are committed to transparency in our pay practices. The estimated annual base salary range for this position is $73,920 - $97,885 Individual pay within this salary range is determined by several compensable factors, including performance, knowledge, job-related skills and experience, and relevant education or training. This role is also eligible for S&C’s annual incentive plan (AIP), subject to eligibility criteria. 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

Preferred Bachelor's degree in Business Administration, Information Technology, Engineering (or a related field), or equivalent experience.
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
Proficient computer skills including experience using Oracle and Microsoft Office suite (Excel, Word, Outlook)

Nice To Haves

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
5-7 years of experience in manufacturing engineering

Responsibilities

Operational Oversight 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
Compliance & Security 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
Incident Management 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
Performance Monitoring & Reporting 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
Safety 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
People Management 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
Additional Functions 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