Technical Support Supervisor

Rice Lake Weighing Systems•Rice Lake, WI

10d

About The Position

Rice Lake Weighing Systems is seeking a Technical Support Supervisor to lead a team of empowered technical support professionals who are passionate about solving problems and creating exceptional customer experiences. This isn't simply a supervisory role. You will own the customer support experience for your department, develop the people behind it, and help shape how we serve our customers. If you are a natural leader who combines technical knowledge, business sense, customer obsession, and a passion for developing people, this could be the opportunity you've been looking for. Lead the team. Champion the customer. Build what's next. For more than 80 years, Rice Lake Weighing Systems has been a growth-oriented leader in the weighing industry and the communities where we live and work.

Requirements

5+ years of scale sales experience or related industry experience.
2+ years of supervisory experience.
1+ year of employee training experience.
Strong interpersonal and relationship-building skills.
Excellent verbal and written communication skills.
Strong telephone and customer service skills.
Excellent computer skills, including Microsoft Word and Excel.
Experience with sales and database management systems.
A collaborative, team-oriented leadership style.
A valid Wisconsin Driver's License.
A B.S./B.A. in Marketing, Sales, Business Administration, or a related field.

Responsibilities

Lead and develop a team of technical support professionals.
Build a culture where employees take ownership of customer issues.
Ensure customers receive knowledgeable, timely, and exceptional support.
Develop training plans that strengthen technical, product, troubleshooting, and sales skills.
Improve customer service processes and department systems.
Partner with other areas of the organization to solve problems and improve the customer experience.
Help shape the future growth and direction of the Technical Support department.
Provide day-to-day leadership for the Technical Support team, including hiring, interviewing, and selecting team members.
Manage scheduling and staffing to meet customer demand, including overtime and department coverage.
Conduct performance reviews and provide ongoing coaching.
Develop employees' technical, customer service, and sales capabilities.
Build morale, recognition, communication, and employee engagement.
Listen to employee concerns and take action to support the team.
Help employees navigate work-related challenges.
Ensure the department consistently meets customer service and company goals.
Work directly with customers on unusual or complex situations.
Find solutions that balance customer needs with consistent application of company policies.
Develop a strong sense of ownership and accountability within the team.
Ensure phone and electronic support coverage meets customer demand.
Continuously look for ways to improve the customer experience.
Ensure employees receive ongoing training in product knowledge, technical troubleshooting, customer service, sales techniques, telephone and communication skills, email etiquette, department procedures, cross-functional processes, and ISO requirements.
Develop, schedule, and conduct training while identifying opportunities to strengthen the team's capabilities.
Empower employees to identify opportunities to improve customer service processes, communication, and departmental systems.
Work across the organization to support ISO procedures, cross-training, product development, safety, quality, and other initiatives that improve the way we serve our customers.