Supervisor, Customer Technology Support

McLane teammates, the driving force behind our success, are diverse professionals who work together seamlessly to keep our operations running smoothly. As a teammate, you will pair your dedication, expertise, and collaborative spirit with your fellow teammates to serve America’s most beloved brands. McLane leaders think long-term, act with purpose, and inspire high performance. They lead with accountability, communicate clearly, and drive results through collaboration, innovation, and continuous growth. They empower each teammate to learn from industry leaders, develop their skills, and build lasting connections nationwide.

About the role

Deliver advanced, customer-facing technical support for McLane ordering and fulfillment technologies. Leads support for SourceLink ordering, Smart Handheld (SHH) applications, customer authentication requests, and other customer technologies. Manage escalations across phone, email, and customer systems. Supervise and delegate team responsibilities and work. Ensure structured troubleshooting, clear documentation, and disciplined escalation within a tiered support model. Ensure timely, professional response to customer-facing system issues, maintaining a high standard of service and urgency.

Responsibilities

• Serve as primary contact for escalated customer technology support via phone and email.
• Provide escalated support for SourceLink order placement assistance and common issues.
• Provide escalated support for Smart Handheld (SHH) applications using approved troubleshooting documentation.
• Ensure proper procedures followed by team for customer password reset and access-related requests in accordance with approved security procedures.
• Communicate and delegate customer-facing ordering system changes, enhancements, outages, and known issues.
• Timely updates, managing customer interactions and cases; ensuring accurate categorization and clear, complete documentation of resolution.
• Follow up on escalated issues outside Tier 1 scope following defined Tier 2 and Tier 3 processes.
• Support new customer-facing technologies as introduced following approved training and documentation.
• Support call and email volume for Customer Care aligned activities during peak demand or special initiatives.
• Participate in training, shadowing, and knowledge-sharing activities to expand system proficiency.
• Create weekly report-out for team’s key performance indicators including telephony business processes for SourceLink, and Smart Handheld, email traffic, interaction/case creation, and resolution parameters.
• Perform other duties as assigned.

Qualifications

• High school diploma or GED. Prefer Bachelor’s degree in any area of study.
• Two or more years of experience in customer-facing technical support role.
• Four or more years of senior level customer service representative or team leader experience.
• Experience in leadership, customer service, and technical support environments.
• Strong verbal and written communication skills.
• Ability to troubleshoot and document Tier 1 technical issues using structured workflows.
• Comfort navigating multiple systems while supporting live customer interactions.
• Be flexible to accommodate changes in workload, team oriented, and open to change with a positive outlook.
• This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role.

Skills

• Teamwork oriented
• Organized
• Problem solver
• Detailed

Benefits

• Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance
• Paid time off begins day one
• 401(k) Profit Sharing Plan after 90 days
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more

Pay

Pay rate: $60,000 to $72,000 per year. This role is also eligible to participate in the annual incentive plan.

Schedule

• Full-time
• 1st - Day shift