Product Support Group Supervisor - 2D Laser
Core
Resolving technical and operational problems for customers and Field Service Engineers remotely while supervising a team of engineers.
Role type
Product Support Group Supervisor (2D Laser)
Builds
Customer support operations and field service coordination for 2D laser systems
Domain
Industrial manufacturing / Laser technology
Deliverable
client delivery
Required skills
TRUMPF product knowledge, team supervision, performance auditing, training plan creation, scheduling, complex issue escalation, SIS software proficiency, SAP working knowledge
Preferred skills
3+ years in customer service/technical concentration, ability to lift 50lbs
Technologies
SIS Software, SAP
Responsibilities
Perform recurring reviews of team's performance including random audits for quality, Create training plans for each engineer and schedule with our training department, Ensure proper support by scheduling PTO, Training & Field Missions to meet customer demands and internal goals, Approve PTO request and bi-weekly timecards, Monitor incoming cases to ensure highest level of customer support is being provided and daily goals are met, Support escalation of complex issues
Seniority
Mid-level supervisor, hands-on management