Technical Specialist Supervisor

Rocky Mountain ATV•Payson, UT

64d

About The Position

The Technical Specialist Supervisor is responsible for overseeing a team of technical specialists and ensuring the effective and efficient delivery of technical support to our customers. This role combines leadership, technical expertise, and project management to ensure customers get helped quickly and correctly. The supervisor will be responsible for coaching, mentoring, and developing technical team members while ensuring that all technical responsibilities run smoothly and meet company goals.

Requirements

2+ years of experience in a technical support or specialist role, with at least some experience in a supervisory or leadership position.
Advanced knowledge of troubleshooting, powersport industry, and technical support.
Proven experience managing a technical team and resolving complex technical issues.
Experience in project management and leading cross-functional teams.
Proficiency with Microsoft Office an other computer programs.
Strong leadership, organizational, and time-management skills.
Excellent problem-solving abilities with a strong technical aptitude.
Strong interpersonal and communication skills to interact with both technical and non-technical teams.
Ability to manage multiple projects and priorities in a fast-paced environment.

Responsibilities

Supervise, coach, and mentor a team of technical specialists.
Set performance goals and provide regular feedback.
Conduct performance reviews and identify training needs to enhance the team’s skills.
Provide expert-level technical support and guidance on complex issues.
Troubleshoot, analyze, and resolve escalated technical problems and customer inquiries.
Identify and implement process improvements to increase efficiency, enhance service quality, and reduce costs.
Ensure compliance with company policies, industry standards, and best practices.
Manage and allocate team resources effectively, ensuring that the team is properly staffed, scheduled, skilled, and equipped to handle workload demands.
Serve as a point of escalation for customer concerns and technical issues.
Provide expert advice to customers on technical solutions and ensure high levels of satisfaction.
Help Product Managers maintain and update technical documentation, standard operating procedures (SOPs), and troubleshooting guides.
Generate and present regular reports on team performance, service levels, and technical issues.
Other duties as assigned

Benefits

Employee Stock Ownership Program (ESOP)
Competitive compensation with regular bonuses
Excellent tuition reimbursement, graduation bonus and ZERO interest education loans for all employees
Delicious onsite cafeterias with discounted meals
Excellent Medical, Dental, Vision, and Voluntary Life insurance plans
401K with company match
PTO and holiday pay
Wellness programs and discounted local gym membership
Powersport and wellness race/participation reimbursements
Generous employee discount on thousands of products
Career advancement, professional development, and opportunities to grow