Technical Support Supervisor

REQ: REQ-112345 Quality

  • Bridgeton, MO, United States
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Role & Responsibilities:
  • Lead the Technical Support Team:
    • Handle and/or escalate field issues that cannot be remedied with current knowledge and documentation
    • Collaborate with Field Project Managers and Engineer teams when applicable
    • Communicate with field technicians, customer, and peers to troubleshoot issues, identify parts, instruct repairs, approve changes to Hussmann products and provide technical data
    • Maintain in depth knowledge of all Hussmann products.
    • Data mining capabilities
    • Obtain access to legacy and current drawings and technical documents and order information using Hussmann systems
    • Lead and collaborate with cross functional teams to meet project objectives, drive root cause, and mitigate customer risk.
    • Manage meeting cadences
    • Facilitate monthly departmental meetings
    • Facilitate meetings with cross functional teams to drive issue resolution when applicable
    • Support process improvement activities.
    • Provide verbal communication assistance and/or create technical communications with/for customer facing meetings when applicable.
    • Monitor field activity in CRM on Demand Manage field campaigns as required
  • Perform Technical Support Specialist Duties
  • Metrics
    • Generate team performance, volume, and utilization metrics
    • Own the creation and communication of call disposition metrics
  • Mentor and develop emerging Technical Support team members in the functionality of Hussmann products
    • Facilitate/Coordinate Training as required
    • Provide Peer to Peer Training
    • Create Training Material as required
    • Ensure revised and new date related to product offerings are reviewed and shared
  • Perform basic Field Quality Project Manager duties
    • Ability to conduct plant and customer site audits to identify opportunities for continuous improvement of product and processes.
    • Interact directly with customers, contractors, technicians and engineering providing advanced level technical expertise in order to instill confidence in Hussmann equipment, installation, technical support, and service.
    • When in the field, this position is customer facing; therefore, professionalism is of the utmost importance as the Technical Support Supervisor is viewed as Hussmann’s “technical expert”.
    • Capable of influencing warranty expenditures by identifying and resolving issues

Key Competencies & Success Factors:
  • Build efficient, realistic plans and detailed actions to achieve objectives; Sets priorities effectively and organizes information; Delegates work and coordinates resources to maximize results; Proven ability to manage projects and holds self and others accountable to project milestones and results
  • Takes accountability for getting work done; is resourceful in identifying creative solutions to difficult problems
  • Demonstrates effective consulting, negotiating, and persuasive skills to diverse audiences, promoting constructive confrontation and issue resolution; Presents information in a clear and accurate manner
  • Strong business acumen; Ability to drive strategy, influence practices, processes and policies that result in competitive advantage; Continuously works to improve value through process improvement
  • Understands customer and market demands; proactively ensure customer requirements translate into program requirements, responds promptly to customer needs and advocates resolution of issues important to stakeholders
  • Strong ability to collaborate with cross functional teams with ability to influence and create action

Qualifications & Education Requirements:
  • Minimum High School Diploma and Technical Degree required
  • Bachelor’s Degree preferred
  • A minimum of 8 years Refrigeration/HVAC or related industry experience
  • Must have industry product knowledge; understanding of refrigeration systems; and knowledge of electrical controls and equipment
  • 8 years general project or process management experience, field project management experience preferred  
  • Strong Microsoft Office skills, specifically Excel, PowerPoint, and Word
  • Experience facilitating meetings with cross functional teams
  • Ability to speak effectively before groups of customers or employees of organization
  • Multi-plant project management experience a plus
  • Manufacturing product implementation experience a plus
  • Mobility within work facilities including manufacturing and installation sites
  • People management experience preferred
  • Knowledgeable and/or trainable in Hussmann systems (Aftermarket, Tavant, CRM Dynamics, QMS, and Team Center)
  • Up to 30% independent travel to manufacturing and customer sites

REQ: REQ-112345 Quality

  • Bridgeton, MO, United States
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