Supervisor, Technical Service (Hot Side)

Parts Town•Addison, IL

1d•Hybrid

About The Position

The Supervisor, Technical Service (Hot Side) supervises the daily operations of the Inside Service Technician (hot side) team and coaches and develops team members. The role develops and implements quality procedures to ensure a high level of customer service. It also involves collaborating with other departments and representing the technical support team to customers, vendors, and other stakeholders. The position is available on a hybrid work schedule. The stated work schedule is Monday through Friday, between 8:00 AM and 4:30 PM CST / 9:00 AM and 5:30 PM EST, with flexibility as needed. The listed salary range is $60,018.78–$80,997.56 ($28.86–$38.94 per hour), based in part on qualifications, experience, and geographical location. Some roles may also offer profit sharing and an annual bonus, depending on the role.

Requirements

At least 1 year of mentorship, team lead, or supervisor experience.
Strong organizational, multitasking, and computer skills.
Strong customer service skills and the ability to communicate effectively with customers in a variety of settings.
Strong technical skills, including the ability to troubleshoot and resolve technical issues.
Excellent coaching and interpersonal skills.
Ability to work independently and thrive in a fast-paced, deadline-driven, team-oriented environment.
Proficiency in written and spoken English.
A quality, high-speed internet connection at home.
Availability to work Monday through Friday between 8:00 AM and 4:30 PM CST / 9:00 AM and 5:30 PM EST, with flexibility as needed.

Responsibilities

Supervise the daily operations of the technical support team, including answering customer calls and emails, troubleshooting technical issues, and resolving customer complaints.
Coach and develop team members on technical support procedures and best practices.
Develop and implement quality procedures to ensure a high level of customer service.
Monitor performance, track metrics, and improve existing processes.
Collaborate with other departments to ensure technical support needs are met.
Represent the technical support team to customers, vendors, and other stakeholders.