Service Support Supervisor
About the role
The Service Support Supervisor leads and coordinates the daily activities of Technical Phone Support Engineers, Applications Support Engineers, and the Service Coordinator team. The role ensures efficient delivery of remote technical support, application expertise, and service coordination to Messer Cutting Systems customers while maintaining high standards of quality, responsiveness, and customer satisfaction. The supervisor acts as a key escalation point and works closely with field service, engineering, parts, sales, and operations to support Messer’s cutting systems and automation solutions.
Responsibilities
- Supervise and support the daily operations of the Technical Phone Support, Applications Support, and Service Coordination teams.
- Serve as the primary escalation point for complex technical, application, and service‑related customer issues.
- Ensure timely response, prioritization, and resolution of customer inquiries, service requests, and application support needs.
- Coordinate service activities including service order creation and customer communications.
- Collaborate closely with Field Service, Engineering, Parts, Sales, and Operations to ensure seamless issue resolution and customer support.
- Provide technical guidance and coaching related to Messer cutting systems, software, automation, and application processes.
- Oversee accurate documentation of service cases, troubleshooting steps, application recommendations, and resolutions within CRM and service‑management systems.
- Monitor service performance metrics (response time, case backlog, resolution rates, customer feedback) and implement corrective actions as needed.
- Support the development, maintenance, and adherence to standard work instructions, troubleshooting procedures, and application guidelines.
- Assist with onboarding, training, and ongoing development of service support and applications personnel.
- Conduct regular team meetings, performance reviews, and performance coaching to drive accountability and continuous improvement.
- Ensure compliance with company policies, safety standards, and quality system requirements.
- Identify recurring issues and customer trends; recommend process, product, or training improvements to management.
- Support administrative oversight including time tracking, reporting accuracy, and service documentation standards.
- Participate in after‑hours, on‑call, or escalation support as required to meet customer and business needs.
Supervisory responsibilities
This position has direct reports, estimated at 8–12 individuals, including Service Phone Support Engineers, Applications Support Engineers, and Service Coordinators.
Requirements
- Associate or bachelor’s degree in engineering, manufacturing technology, or a related field, or equivalent industry experience.
- Minimum of 5 + years of experience in industrial service, technical support, or applications support.
- Prior supervisory or team‑leader experience preferred.
- Strong working knowledge of CNC cutting systems, automation, software, and industrial applications.
- Proven ability to manage multiple priorities in a fast‑paced service environment.
- Excellent communication, leadership, and customer‑service skills.
- Proficiency with CRM, service‑management, and ERP systems.
Knowledge, skills, and abilities
- Technical leadership and problem‑solving.
- Customer‑focused decision making.
- Team development and coaching.
- Cross‑functional collaboration.
- Time and priority management.
- Continuous‑improvement mindset.
Protective clothing and equipment
- Steel‑toe shoes
- Eye protection
Working environment
The role is performed in a moderate to loud manufacturing environment, with typical noise levels described as moderate. The work environment characteristics are representative of those an associate encounters while performing the essential functions of this job.