Technical Support Supervisor

📋 Description

• The Technical Support Supervisor manages a hybrid team of on-site and remote telephone support technicians for Composition Brands, providing support for consumers, dealers, and service providers of high-end residential kitchen appliances.

• This position guarantees precise diagnostics, an exceptional customer experience, and robust support for authorized service partners while promoting continuous enhancements within technical support operations.

• Oversees and mentors a group of appliance technical support specialists who handle incoming calls, emails, and escalations.

• Offers hands-on coaching for troubleshooting advanced refrigeration, cooking, and specialty appliances.

• Performs performance evaluations, quality monitoring, and continual technical training.

• Aids in the recruitment, onboarding, and cross-training of team members.

• Identifies skill gaps and organizes ongoing training for both new and existing technicians.

• Serves as the primary escalation point for complex or recurring appliance failures.

• Assists in diagnosing advanced systems, including sealed systems, gas/electric cooking, and integrated refrigeration.

• Guides technicians and service partners through challenging repairs and rare failure scenarios.

• Interprets schematic diagrams, wiring diagrams, and service bulletins to troubleshoot issues.

• Collaborates closely with authorized service providers to ensure compliance with proper repair procedures and brand standards.

• Provides real-time technical support to field technicians.

• Works with distributors, dealers, and internal teams to address service deficiencies.

• Manages service expectations for premium and luxury customers.

• Addresses high-level customer escalations related to product performance, service delays, or recurring failures.

• Ensures a white-glove level of service that aligns with Composition Brands' standards.

• Balances technical resolutions with customer satisfaction and brand reputation.

• Reviews support processes and implements enhancements to boost efficiency and customer satisfaction.

• Identifies recurring product issues and conveys trends to engineering, quality, and product teams.

• Assists in creating service bulletins, troubleshooting documentation, and updates for the knowledge base.

• Supports the rollout of new products through training and documentation.

• Suggests improvements to call flow, escalation management, and service processes.

• Monitors KPIs such as call volume, first call resolution rates, escalation rates, and technician support efficiency.

• Manages team scheduling and coverage in line with seasonal demands.

• Provides reports and insights to leadership regarding support performance and product-related issues.

⛳️ Requirements

• A minimum of 5 years of experience in appliance technical support, preferably with premium or luxury brands.

• At least 2 years of experience in leading technical support or service teams.

• Experience in managing remote team members.

• Experience in supporting both consumers and independent field service networks.

• Strong knowledge of refrigeration systems (including sealed systems), cooking products (gas & electric ranges, ovens, cooktops), dishwashers, and specialty appliances.

• Proven capability to read and interpret wiring diagrams, schematics, and service manuals.

• Strong leadership and coaching skills.

• Excellent troubleshooting, root cause analysis, and critical thinking abilities.

• Ability to manage escalations and challenging customer situations.

• Proficient in communicating with both technical and non-technical audiences.

• Experience with CRM/call center platforms and service ticket systems.

• Familiarity with technical documentation systems and service databases.

• Help ensure service continuity and team performance during transitional periods.

• Play a key role in supporting high-end product lines where service quality expectations are heightened.

🏝️ Benefits

• N/A