sales-marketing technical customer support supervisor

Technical Customer Support Supervisor

What does it take to be successful at Orolia?

Global Collaboration: We pride ourselves on personal excellence through global collaboration, communication and team achievement!

Fun: We are at our best having fun and we bring the best out of each other.

Innovation: We love to develop and implement creative solutions!

Commitment: We persevere in all situations.

Agility: Our business, strategies and our people are ready to adapt to evolving needs of our markets.

Continuous Improvement: We’re curious and we always demonstrate the desire to improve results and challenge the status quo.

What you’ll be doing as an Technical Customer Support Supervisor:

As a key member of our technical Customer Support Team, you will assist in leading the services team and monitor/guide the repair process. You will also lead the team in 4 key areas: On-Time Delivery, Quality, Customer Satisfaction and Communications.

Responsibilities will include:
Supervise the services team to ensure departmental Key Performance Indicators (KPI’s) are met and all contractual obligations are executed per agreed upon terms and conditions.
Interface with customers and manage the flow of Purchase Orders, credit card payments, and account receivable processes for service contracts and repairs.
Assist in driving a customer first culture to ensure the team communicates and responds to customer needs as the highest priority.
Coordinate and execute on customer commitments with regards to our Premium Support Packages and Loaner Programs.
Follow up with customers on loaner equipment to ensure product return or payment in accordance with the companies Terms and Conditions.
Monitor and report on service level metrics to ensure we are meeting customer expectations.
Assist the Sales and Order Operations teams in the implementation of service level contracts.
Coordinate all NPS activity, pre and post campaign launches including all analytics to ensure proper rating and customer follow-up.
Work closely with all 3rd party servicing centers on repair statistics and turn times. Work closely with the compliance team to ensure all regulations and requirements are followed with regards to International shipping/receiving.
Collaborate cross-functionally to improve process and customer experience.

Knowledge, Skills & Abilities We’re Looking For:
Working knowledge of customer satisfaction programs and metrics (i.e. NPS)
Strong process improvement skills
Customer Service Oriented
Proven ability to directly and effectively deal with customers on technical, financial and delivery issues
Ability to quickly think critically and effectively solve problems
Ability to offer creative ideas to solve challenging problems or obstacles
Strong organizational, interpersonal and communication skills
Ability to utilize CRM and ERP systems, computer-based time reporting systems, and Microsoft Office suite.
Strong electronics knowledge and troubleshooting skills
Ability to think conceptually and communicate cross functionally.
Ability to collaborate globally and be innovative
International customer experience a plus!
Ability to have fun!

BS/BA in applicable field
Minimum 5 years’ experience working in a technical services environment with direct customer interaction
Previous supervisory or management experience
CRM and ERP experience required

Why Orolia?
Orolia is an international high-tech company dedicated to improving the safety, compliance and efficiency of its global customers’ remote operations by providing them business solutions and services based on the most advanced positioning, navigation, timing, sensing, information, and communications technologies. At Orolia, we continuously look to go “Beyond the Frontier” in everything that we do. As an organization, we strive to be the market leader and look for employees who have the same passion for their personal careers. If you love working in a multicultural environment where being the best is encouraged, Orolia is the employer for you.

Orolia believes that success in the global marketplace requires a variety of perspectives and individual experiences. At Orolia, we understand, appreciate and strive for new and different thoughts and ideas. A high degree of employee involvement, lifelong learning and diversity are permanent items on the agenda throughout the entire organization.

Please note this description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Orolia is an equal opportunity employer who does not discriminate based on race, color, citizenship, religion, gender, sexual orientation, national origin, age, disability, veteran’s status or any protected category. We encourage veterans and people with disabilities to apply.
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