Technical Support Supervisor

HME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Missouri, Canada, UK, India, and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. At HME you will have the opportunity to learn and grow while developing our future products. Come join our team!

We are currently recruiting for a Technical Support Supervisor.

Candidates must reside in one of the following states: Arizona, Florida, Texas, Missouri, California. Relocation support is not provided for this role.

What you will do in the position

• People Leader Accountabilities

• Following our people centric leadership principles, directly manages the work and performance of the assigned team by developing our people to pursue excellence and flourish

• Exhibits and promotes our core values in all activities (Commitment to quality and continuous improvement, integrity, passion for excellence, innovation mindset, drive to win and customer care)

• Ensures employees are properly trained and performing at expectation

• Manages according to HME Corporate Culture, standard operating procedures, performance objectives and applicable laws

• TSR Staff Supervision and Coordination

• Develops and implements procedures to maintain high quality, efficient operations for the Technical support staff.

• Reviews daily service status reports to ensure timely service and follow-up.

• Analyzes Technical problems and determines corrective actions.

• Interacts with other departments to resolve service issues requiring special attention.

• Manages the schedule for the department to support daily operations, including field assignments.

• Training of TSR Staff

• Ensures Technical Support Representatives are trained and equipped to perform assigned tasks.- Monitors and evaluates capabilities of support equipment (telephone and computer systems) and makes recommendations to improve efficiency.

• Schedules and monitors training to ensure technical support personnel are well trained on all products and technical issues within their scope of duties.

• Conducts training and ensures that all technical support representatives are adhering to departmental policies and procedures.

• Monitors and evaluates the performance of the technical support staff to ensure service standards and goals are met.

• Customer Satisfaction

• Promotes and maintains positive customer relations through follow-up with customers to resolve service issues.

• Corrects personnel and service issues using good supervisory and customer service skills.

• Instills teamwork and unity within the group and promotes a positive working environment.

• Performs all other job responsibilities as assigned.

What you will need to succeed:

Knowledge/Skills/Abilities

• Qualifications

• Understanding of complex telephone and computer systems common to help desk operation.

• Excellent verbal and written communication skills.

• Strong supervisory and customer service skills.

• Ability to be available for on-call after-hour rotation (monthly)

• Experience

• 3+ years Related Field- Preferred

• 1+ years Related Field- Required

• Education

• AA Degree (2 years college)- Preferred

• Travel

• 0%

The posted pay range, $72,000 - $86,000, is what we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision, and dental coverage, pet insurance, life insurance, and 401K contributions.

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will occasionally lift and move up to 10 pounds.