The Application Engineering Tech Support Team Supervisor plays an integral role in improving, expanding, and maintaining our service operations to elevate customer experience with existing and new systems. You will be responsible for providing leadership to increase support satisfaction among customers and use your expertise to lead and direct the technical support team members toward customer initiatives and measure their performance regularly.
This position is comprised of a variety of elements – mentorship, operations, pre and post sales activities. Reporting to the Solutions Engineering Manager, you’ll work closely with other departments, particularly in Engineering, Production, Sales, and Marketing to not only address customer requests, but to work to improve processes and workflows to improve customer satisfaction. This role is crucial to coordinating both pre-sales and post-sales activities with an emphasis on prioritization and ensuring gaps of knowledge within the team are minimized. Coordinating pre-sales proof-of-concept projects, on-site visits with Sales representatives, and other pre-sales tasks are essential. Mentorship of new employees both with onboarding and career progression, running team meetings to help organize and prioritize emails, RMAs, training events, projects, and other tasks are critical. Overall increasing efficiency of the Technical Support Team across the organization is the overall responsibility of this role.
Are you passionate about operations and team development, engagement, and mentorship? Focus your sights on the next step in your career, take a step to join the Radiant Team and apply today!