Technical Support Supervisor

HME Careers • Phoenix, AZ

7d • Remote

About The Position

HME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Missouri, Canada, UK, India, and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. At HME you will have the opportunity to learn and grow while developing our future products. Come join our team! We are currently recruiting for a Technical Support Supervisor. Candidates must reside in one of the following states: Arizona, Florida, Texas, Missouri, California. Relocation support is not provided for this role.

Requirements

• Understanding of complex telephone and computer systems common to help desk operation.
• Excellent verbal and written communication skills.
• Strong supervisory and customer service skills.
• Ability to be available for on-call after-hour rotation (monthly)
• 1+ years Related Field - Required
• AA Degree (2 years college) - Preferred

Nice To Haves

• 3+ years Related Field - Preferred

Responsibilities

• Directly manages the work and performance of the assigned team by developing our people to pursue excellence and flourish
• Ensures employees are properly trained and performing at expectation
• Manages according to HME Corporate Culture, standard operating procedures, performance objectives and applicable laws
• Develops and implements procedures to maintain high quality, efficient operations for the Technical support staff.
• Reviews daily service status reports to ensure timely service and follow-up.
• Analyzes Technical problems and determines corrective actions.
• Interacts with other departments to resolve service issues requiring special attention.
• Manages the schedule for the department to support daily operations, including field assignments.
• Ensures Technical Support Representatives are trained and equipped to perform assigned tasks.
• Monitors and evaluates capabilities of support equipment (telephone and computer systems) and makes recommendations to improve efficiency.
• Schedules and monitors training to ensure technical support personnel are well trained on all products and technical issues within their scope of duties.
• Conducts training and ensures that all technical support representatives are adhering to departmental policies and procedures.
• Monitors and evaluates the performance of the technical support staff to ensure service standards and goals are met.
• Promotes and maintains positive customer relations through follow-up with customers to resolve service issues.
• Corrects personnel and service issues using good supervisory and customer service skills.
• Instills teamwork and unity within the group and promotes a positive working environment.
• Performs all other job responsibilities as assigned.

Benefits

• tuition reimbursement
• 3 weeks paid vacation your first year
• paid holidays
• medical, vision, and dental coverage
• pet insurance
• life insurance
• 401K contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree