Supervisor, Technical Assistance Center

About the role

We're looking for a people-first leader to oversee our Technical Assistance Center, delivering exceptional customer support and technical expertise for our global equipment portfolio. As the Supervisor of the Technical Assistance Center, you'll lead a high-performing team focused on resolving complex customer issues, driving operational excellence, and creating outstanding customer experiences. This role is a key member of the Equipment Service leadership team and partners closely with Sales, Engineering, Field Service, Marketing, Quality, and international teams to continuously improve service delivery, optimize support operations, and develop talent.

Responsibilities

• Lead and Develop a High-Performing Team
• Inspire, coach, and develop a team of technical support and customer service professionals.
• Foster an inclusive, collaborative, and accountable team culture focused on continuous learning and customer success.
• Conduct regular performance conversations, career development planning, and coaching to help employees reach their full potential.
• Support employee engagement, retention, and succession planning.
• Drive Customer Experience Excellence
• Ensure timely, high-quality support for customers across our global equipment portfolio.
• Lead resolution of complex customer escalations while maintaining a strong customer-first mindset.
• Monitor customer satisfaction metrics and identify opportunities to enhance the overall customer experience.
• Champion continuous improvement initiatives that simplify processes and improve service delivery.
• Optimize Technical Support Operations
• Oversee daily Technical Assistance Center operations, including workforce planning, scheduling, and resource allocation to meet customer demand.
• Develop, implement, and continuously improve support processes, workflows, knowledge management, and service documentation.
• Establish and monitor key performance indicators (KPIs) such as response time, resolution time, first-contact resolution, customer satisfaction, and service quality.
• Leverage data and analytics to identify trends, improve operational efficiency, and support strategic decision-making.
• Partner Across the Organization
• Collaborate with Engineering, Field Service, Sales, Marketing, Quality, and Product teams to resolve technical issues and improve products and services.
• Lead internal escalation reviews and communicate effectively with stakeholders throughout issue resolution.
• Support new product launches, process improvements, and organizational initiatives.
• Ensure Quality and Compliance
• Promote a culture of quality, compliance, and continuous improvement aligned with company policies and applicable regulatory requirements.
• Ensure team members receive appropriate training and maintain required documentation.
• Support quality initiatives and process standardization across the Technical Assistance Center.

Requirements

• Bachelor's degree in Business, Engineering, Operations, or a related field, or an equivalent combination of education and work experience.
• 5+ years of people leadership experience leading customer service, technical support, help desk, or contact center teams.
• Demonstrated success coaching and developing high-performing teams.
• Strong customer relationship management and problem-solving skills.
• Experience managing customer escalations and complex technical support issues.
• Proficiency using customer service metrics, dashboards, and reporting to drive operational improvements.
• Excellent communication, organizational, and cross-functional collaboration skills.
• Ability to work flexible times within call center hours.

Preferred Qualifications

• Experience in a technical service, medical device, manufacturing, or regulated industry.
• Bilingual in English and Spanish and/or Portuguese (spoken and written).
• Experience with workforce management and contact center technologies.
• Experience with CRM platforms (Salesforce, Dynamics, ServiceNow, or similar).
• Lean, Six Sigma, or continuous improvement experience.
• Familiarity with quality systems and regulatory requirements within a technical or healthcare environment.
• Success in This Role
• Customer-focused leaders who build trust and deliver exceptional service.
• Data-driven decision makers who use metrics to improve performance.
• Collaborative partners who influence across functions.
• Coaches who develop talent and foster engagement.
• Change champions who embrace innovation and continuous improvement.
• Operational leaders who balance customer needs with business objectives.