Technical Service Supervisor

COMPANY:  Raven Applied Technology Div
LOCATION: 

Wakarusa, IN, US, 46573 US

STATUS:  Exempt
REQ ID:  34344

 

At Raven, we help farmers serve the world. This purpose guides the work and passion of our team members, who operate at the intersection of agriculture, technology, and innovation. For over 65 years, we’ve dedicated ourselves to learning more so we can grow as individuals and as a team. Today, we are united by our mission to develop a better and more sustainable planet for each of us.


 

 

Supervise the daily operation of the Service Department to ensure effective technical support and service excellence. Train, coach, and mentor team members to deliver the best customer service possible.
 

 

ESSENTIAL FUNCTIONS

  • Promote and maintain the highest possible customer relationship and satisfaction, either directly or through the team.
  • Support all functions of the technical service process, including telephone system.
  • Plan, schedule, prioritize and delegate work tasks to ensure proper functioning of department.
  • Develop team member and call center performance metrics which support division goals.
  • Recommend organizational and operational changes, based-upon statistical analysis and other methodologies.
  • Prepare, analyze and distribute call center reports to ensure technical support efficiency and customer satisfaction.
  • Monitors service calls to observe employee demeanor, technical accuracy, and conformity to policies.
  • Review, track and remedy customer complaints. Handle complex and escalated customer service issues.
  • Coordinate and communicate matters of mutual concern with internal teams.
  • Participate in industry events such as trade shows, conferences, and other travel as required.
  • Identify and implement strategies to improve quality of service, productivity and profitability.
  • Assure team members are properly trained, understand the responsibilities of their position, and are held accountable as such.
  • Keep informed of new developments, methods, and techniques in the customer service profession.
  • Interview and assess applicants. Assure staffing requirements are met.
  • Encourage team member growth and development.
  • Administer annual team member performance reviews, goal setting, and participate in salary planning.
  • Maintain records on direct reports in relation to attendance and performance.

 

 

QUALIFICATIONS

  • Bachelor’s degree in business or related field.
  • Minimum 4 years related experience required; or equivalent combination of education and experience.
  • Working knowledge of call center and customer service practices, including CRM and ECC/PBX telephony software.
  • Demonstrated leadership skills.
  • Capability to coach, mentor, and empower team members to succeed.
  • High level of patience and service.
  • Ability to motivate team members.
  • Problem-solving abilities. Ability to identify waste and creatively look for solutions and innovative methods for providing improved technical service.
  • Capacity to be flexible and multitask.
  • Proficient with a computer, including Microsoft Office.
  • Ability to communicate effectively with team members and leadership staff.
  • Travel up to 10% of time.

 

 

BENEFITS TO YOU
Not all benefits are created equal, but we’ve got you covered. Raven not only offers a wide range of benefits that encourage wellness and preventative care, but we also provide the right tools and programs to help you achieve it. Our benefits package includes medical, dental, vision, company-paid life and disability insurance and 401k.  We offer workplace flexibility policies to promote work/life balance in addition to paid time off (PTO) benefit. Team Members can also take advantage of additional benefit programs such as education assistance, our onsite fitness center or fitness center reimbursement, employee assistance program (EAP) and much more.

 

EEOC STATEMENT
Raven is committed to providing equal employment opportunity to all qualified employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, citizenship, ancestry, marital status, protected veteran status, disability status or any other status protected by federal, state, or local law.

 

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Nearest Major Market: Elkhart
Nearest Secondary Market: South Bend

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