Technical Support Supervisor- St. Louis, MO
About The Position
The Technical Support Supervisor is responsible for overseeing a team that provides support to Aclara Customers on our electric products and services. The Technical Support Supervisor ensures that Service Level Agreements (SLAs) and KPIs are met by defining and tracking individual and team goals and deadlines. The Technical Support Supervisor - Electric mentors and develops the technical support staff to meet the needs of our customers to ensure competence on new and existing products and services. The Technical Support Supervisor – Electric will also participate on special project teams to resolve customer issues and implement enhancements to Aclara products and services.
Requirements
- Bachelor’s degree in a technical or related discipline i.e. engineering, etc.
- In lieu of a degree, 8 years of experience in customer and technical support will be considered.
- Five or more years of customer service experience and technical support experience.
- 1 - 3 years of prior experience in a customer service leadership related role
- Excellent troubleshooting, research and analytical skills required to lead investigation of problems.
- Excellent written and verbal communication skills with a demonstrated ability to communicate detailed technical information to an audience with various levels of technical understanding.
- Ability to clearly and accurately communicate detailed technical information to users with various levels of technical understanding
- Able to meet deadlines and thrive in dynamic work environment
- Outgoing, personable, and enjoy working directly with customers and vendors
- Self-motivated and able to work effectively alone as well as part of a team
- Experience with standard office productivity products such as Microsoft Word, Excel, Access and PowerPoint
- Experience in use of SalesForce for customer support and knowledge article processes
Nice To Haves
- Experience working with the electric, water, and/or gas industries
- Degree in electrical engineering preferred
- Experience with Oracle PL/SQL, UNIX/Linux
Responsibilities
- Stay up-to-date on Aclara electric product issues and customer needs
- Write and execute annual performance reviews for all direct reports along with recurring one on one coaching sessions and goals planning
- Review and approve time sheets and expense reports for all direct reports
- Keep management informed of the progress and needs of the team via regular status reports and/or meetings
- Have a full working knowledge of the operation and maintenance of all Aclara electric product lines
- Keep detailed notes and track customer issues through Customer Relationship Management (CRM) system via Salesforce
- Coordinate and collaborate with other internal groups such as sales, engineering, software development, and field engineers
- Coordinate and communicate design deficiencies, customer concerns and quality problems to the proper departments
- Ability to be on-call as needed for evenings or weekends and work off-hours for after-hours support as part of a regular rotation with other members of the technical support group
- Share knowledge with the team on new and innovative processes or resolutions to improve support and customer satisfaction
- Monitor Customer Portal discussion threads and assist customers as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
