Supv - Product Support

Supv - Product Support

The Supervisor of Product Support will be responsible for all aspects of supervision of the Product Support Specialist team. This role will ensure the product support team provides day-to-day efficient troubleshooting and product problem resolution to customers in all facets. This role will provide oversight of all inbound customer touchpoints relative to product issues, to include product installation and technical support, warranty consideration and troubleshooting, and general product inquiries via all channels. This role will work closely with cross-functional and leadership teams across the organization to document, track, and support all product-related issues and inquiries as brought forth by our customers. The Product Support Supervisor will help keep the department running effectively, work to improve customer satisfaction, and will help the team to meet organizational goals, KPI targets, and strategic objectives.

Core functions include supervising the product support team to ensure best in class product service and support, providing regular performance related feedback, individual training, and coaching. Provide team support and guidance on the organization's processes, policies, and procedures. Lead systems training, onboard and train product support team into company systems to include ERP and CRM. Ensure proper work instructions and materials are provided to the product support team. Answer and resolve product related issues, support and resolve all 1 level escalations, investigate and resolve issues, escalate when necessary, and serve as the primary product support specialist contact. Ensure data entry accuracy and timeliness for all product warranty no charge orders. Responsible for quality assurance; monitor customer interactions to ensure that all product related inquiries are addressed timely and efficiently while maintaining high-quality service level standards. Responsible for ensuring the product support team delivers internal SLAs, monthly department metrics and reporting metrics to management. Identify areas of improvement and work with management on product support initiatives. Manage volume to ensure proficient product support is provided to our customers.

Qualifications and requirements include an associate degree or 3+ years of related experience, experience in a supervisory role, and experience answering high volume inbound touchpoints with ease. Required licenses include a state driver's license. Skills, abilities, and knowledge include the ability to understand all functions of the team with sound decision making abilities, knowledge of product categories and manufacturing processes, strong Microsoft Office skills, strong customer service skills, and knowledge of database software, internet software, Outlook, Kustomer, CRM, Share Point, ERP data entry systems, and others is preferred. Minimal travel may be required, less than 15%. Competencies include responding promptly to customer needs, resolving customer product inquiries and claims, adherence to internal SLAs, striving for customer satisfaction at every touchpoint, following instructions, responding to management direction, taking ownership of tasks, keeping commitments, committing to providing support work when necessary to reach goals and to ensure our service levels are being met, completing tasks on time or notifying appropriate person with an alternate plan, enjoying working with people, focusing on solving conflict and seeking solutions, maintaining confidentiality, being a thoughtful listener, remaining open to others' ideas and trying new things, displaying willingness to make decisions, exhibiting sound and accurate judgment, supporting and explaining reasoning for decisions, including appropriate people in decision-making process, making timely decisions, setting and achieving challenging goals, demonstrating persistence and overcoming obstacles, measuring self against standard of excellence, taking calculated risks to accomplish goals, identifying and resolving problems in a timely manner, gathering and analyzing information skillfully, developing alternative solutions, working well in group problem solving situations, using reason even when dealing with emotional topics, approaching others in a tactful manner, reacting well under pressure, treating others with respect and consideration regardless of their status or position, accepting responsibility for own actions, following through on commitments and meeting KPI measurements, demonstrating accuracy and thoroughness, looking for ways to improve and promote quality, applying feedback to improve performance, monitoring own work to ensure quality, balancing team and individual responsibilities, exhibiting objectivity and openness to others' views, providing and encouraging feedback from others, creating and contributing to a positive and all-inclusive environment, placing success of team above own interests, supporting everyone's efforts to succeed, writing clearly and informatively, paying great attention to detail, ensuring proper spelling and proper grammar in written communication, varying writing style to meet needs, and ability to read and interpret written information. Supervisor responsibilities include scheduling, overseeing, and reviewing the work of direct reports. Physical requirements include light work, exerting up to 20 pounds of force occasionally and / or a negligible amount of force constantly to move objects, the use of arm and / or leg controls require exertion of force greater than that for Sedentary Work and the worker sits most of the time. Physical activities include talking, hearing, and the use of wrists, hands, and / or fingers in a repetitive motion. Visual acuity is required to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and / or operation of machines (including inspection); using measurement devices; and / or assembly of fabrication of parts at distances close to the eyes. The position operates in a professional office or remote environment and routinely uses standard office equipment.