Tech Support Supervisor

Job Title : Supervisor Technical Support North America

Reports to : Technical & Product Support Manager North America

Classification :   Non-Exempt

Summary :

The Technical Support Supervisor leads a team dedicated to delivering timely, effective, and customer-focused technical assistance. This role ensures high customer satisfaction by overseeing the resolution of complex technical issues, promoting proactive support practices, and maintaining regular follow-ups to build customer loyalty. Acting as a key interface between customers and internal departments during the post-sales phase, the supervisor ensures seamless communication and issue resolution. Additionally, the role includes coordinating and occasionally providing onsite support during equipment escalations within the North American region. This position requires strong leadership, cross-functional collaboration, and a commitment to service excellence and continuous improvement.

Essential Duties and Responsibilities :

To perform this job successfully, the individual must be able to perform each of the primary duties satisfactorily.  The requirements listed below are representative of the knowledge, skill and / or ability required.

• Manage the technical support team in delivering responsive, high-quality assistance to customers via phone, email, remote sessions, and on-site visits.
• Provide leadership and guidance to regional technical support staff.
• Prepare the materials and equipment needed to succeed.
• Participate in customer and affiliate meetings, phone conferences, visits and support logistics.
• Oversee the initiation and evaluation of upgrade requests by ensuring accurate collection of customer requirements to perform risk, cost, and feasibility assessments.
• Monitor technical escalations, ensuring prompt follow-up, clear accountability, and effective resolution of all customer concerns.
• Utilize OmniTracker ticket system to oversee tickets, create reports and lead internal and external ticket meetings.
• Create a high-performing team by fostering trust, collaboration, and shared goals.
• Provide coaching, feedback, and recognition to support team and individual development.
• Maintain clear, inclusive communication between staff and management.
• Plan and organize work efficiently by leveraging team strengths and resources.
• Respond to high-priority customer escalations with urgency and professionalism.

Additional Duties and Responsibilities :

Qualifications / Education / Skills and Experience :

Physical Demands :

This job description in no way states or implies that these are the only duties to be performed by the employee in this position.   Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.  All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.  To perform this job successfully, the incumbents will possess the skills, aptitudes and abilities to perform each duty proficiently.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.  The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

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