Technical Support Supervisor

Lincoln Electric

1d•$67,432 - $96,331•Remote

About The Position

The Technical Support Supervisor is responsible for leading the Technical Support team's daily operations to ensure customers receive timely, accurate, and professional technical assistance. This role oversees team performance, monitors key support metrics, provides coaching and development opportunities, and works cross-functionally to improve processes and customer satisfaction. The Technical Support Supervisor promotes a culture of safety, accountability, continuous improvement, and alignment with company values.

Requirements

High School Diploma or GED.
5+ years of experience in a technical support, customer service, field service, or related technical environment.
Previous leadership, supervisory, or team lead experience.
Proficiency with Microsoft Office applications and customer support systems.
Strong commitment to safety, customer satisfaction, and continuous improvement.
Ability to effectively collaborate across departments and locations.

Nice To Haves

Associate or Bachelor's degree in Business, Engineering, Technology, or a related field.
Experience with Salesforce Service Cloud or similar CRM platforms.
Experience supporting automation, robotics, manufacturing, welding, or industrial equipment.
Strong leadership and team development skills.
Excellent verbal, written, and interpersonal communication abilities.
Strong organizational, problem-solving, and decision-making skills.
Ability to manage multiple priorities in a fast-paced environment.
Ability to analyze data and use performance metrics to drive improvements.

Responsibilities

Supervise the day-to-day activities of the Technical Support team.
Monitor team workload and ensure customer inquiries and support cases are addressed in a timely manner.
Establish, track, and report on key performance indicators including answer rates, response times, resolution times, and customer satisfaction metrics.
Provide coaching, mentoring, and performance feedback to team members.
Support employee development through training, knowledge sharing, and skills advancement initiatives.
Promote and maintain a positive customer experience through effective issue resolution and communication.
Develop and maintain departmental processes, procedures, and best practices.
Facilitate the creation and maintenance of technical knowledge articles and support documentation.
Collaborate with Engineering, Operations, IT, Sales, Customer Care, and other departments to resolve customer issues and improve support processes.
Drive standardization of support practices across multiple locations and business units.
Support implementation of new tools, systems, and technologies related to technical support operations.
Prepare and present reports regarding team performance, support trends, and operational metrics.
Promote a culture of safety by supporting company safety initiatives and encouraging participation in safety observation programs.
Support the implementation and reinforcement of company values, strategic initiatives, and continuous improvement efforts.
Perform other duties as assigned.