Technical Support Supervisor chez Stellar Industries Inc

Description

Summary: We are seeking an experienced and motivated Supervisor, Technical Support to lead our front-line support team for a heavy truck company. This role requires a hands-on leader who understands commercial vehicle systems and excels at managing a team that provides timely, accurate, and professional technical support to customers, dealers, and service centers.

Essential Duties and Responsibilities:

• Supervise, coach, and lead a team of technical support and customer service representatives.

• Monitor and manage daily operations to ensure prompt and effective customer service delivery.

• Provide guidance on complex technical issues involving heavy truck systems (e.g., engines, transmissions, brakes, electrical systems).

• Maintain performance metrics (KPIs) such as response time, case resolution, and customer satisfaction.

• Assist in handling escalated support cases, ensuring they are resolved quickly and effectively.

• Train team members on new technologies, diagnostic tools, products, and customer service best practices.

• Collaborate with engineering, warranty, field service, and product development teams to resolve recurring technical issues.

• Prepare reports on team performance and customer feedback; provide insights and suggestions for improvement.

• Ensure compliance with company policies, safety standards, and industry regulations.

• Help develop and maintain a knowledge base of technical solutions and troubleshooting procedures.

Key Competencies:

• Strong knowledge of heavy-duty truck systems and diagnostics.

• Excellent verbal and written communication skills.

• Customer-first mindset with strong problem-solving abilities.

• Ability to manage a team in a fast-paced, high-pressure environment.

• Familiarity with service management software, CRM tools, and diagnostic platforms.

• Strong organizational and time management skills.

Supervisory Responsibilities:

• Acts as the “face of the company” for direct reports responsible for fostering the Stellar culture.

• Coaches and counsels employees on a timely basis regarding behavior, skills and attitude to form and maintain a high-performance team.

• Resolves day-to-day problems that workers may have with their jobs.

• Identifies training needs and partners with management to ensure training needs are met.

Education and/or Experience:

• Associate's or Bachelor's Degree in Automotive Technology, Mechanical Engineering, or related field preferred.

• Relevant technical certifications a plus (e.g., ASE, OEM training).

Technical Skills/Experience

• 3–5 years of experience in a technical support or service role, preferably in the heavy truck or commercial vehicle industry.

• At least 2 years of supervisory or team lead experience.

Requirements

Sales & Customer Service, Customer Service