Phone Support Supervisor

About the role

This full-time technical leadership position combines people management with hands-on customer support responsibilities. This role requires balancing day-to-day supervision of the Phone Support team while actively assisting with customer calls and providing technical expertise as needed.

Responsibilities

• Lead, manage, and hold the phone support department accountable (LMA) against the processes and procedures established within the service department.
• Provide day-to-day leadership, coaching, mentoring, and performance feedback to Phone Support staff to foster employee development and a culture of continuous improvement.
• Balance leadership responsibilities with hands-on technical support by assisting with customer calls, troubleshooting complex issues, and supporting the team during periods of high call volume or escalated customer situations.
• Serve as the primary technical resource for the Phone Support team by providing guidance, answering technical questions, and assisting in the resolution of complex customer issues.
• Develop an understanding of the team’s obligations to the customer, evaluate current processes and policies, and identify opportunities to improve both customer and employee experience.
• Develop and maintain an annual strategic business plan for the Phone Support function that aligns departmental objectives with Kahler's strategic initiatives and supports continuous improvement.
• Direct team activities by establishing priorities, scheduling work, monitoring workloads, and ensuring the effective utilization of team members and resources.
• Ensure the team possesses the technical knowledge, training, and skills necessary to provide best-in-class customer support.
• Develop and implement workload management tools.
• Manage phone support labor, parts billing, and service-related support products while ensuring customers understand billing obligations, so they can make informed decisions.
• Analyze operational and technical issues, resolve problems, and assist employees in solving customer and technical challenges.
• Personally manage major incidents or escalated issues that cannot be resolved by team members.
• Ensure all customer interactions are handled professionally, courteously, and efficiently through both verbal and written communication.
• Develop, monitor, analyze, and report Key Performance Indicators (KPI’s) that measure the effectiveness and success of the phone support function while identifying opportunities for continuous improvement.
• Utilize, promote, and enforce the effective use of ERP and CRM systems to ensure accurate documentation of customer cases, service history, and communications while supporting cross-functional collaboration and best-in-class customer support.
• Collaborate with other departments to ensure seamless customer support, effective communication, and alignment with company objectives.

Qualifications

• Technical skills are a must including a familiarity with basic electrical logic and IT knowledge.
• Experience with industrial equipment including pumps, liquid and dry product transfer equipment, electrical panels, as well as an understanding of control software.
• Computer, PLC and/or electrical experiences and education are highly desired.
• Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Word, word processing software, Microsoft Excel spreadsheet software. This position will use the ERP and CRM system daily to perform work.
• Reasoning Ability: Able to manage multiple priorities through organization and effective follow through skills. Ability to apply concepts of basic algebra and geometry.
• Language Ability: Ability to read, analyze and interpret documents such as safety rules, general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals effectively and clearly.
• Certificates and Licenses: Valid Driver’s License
• Travel: Less than 10%, travel is not a regular part of this position. However, Training or job site visits may be required with overnight stays, travel may be by automobile or airplane.
• Supervisory Responsibilities: Ideal candidate will possess leadership skills (LMA) and the desire to continue to learn while leading the team to best-in-class work. Proven ability to provide expertise, direction, and knowledge to employees. Obtain buy-in from the team on policies and procedures and hold the team accountable to these practices.