Supervisor - Customer Support

Overview

JOB DESCRIPTION

The global Power System Solutions (PSS) organization is an integral part of S&C Electric Company, dedicated to providing comprehensive service and support for S&C customers. The organization offers services and solutions that support S&C equipment, including field service, engineering, analytical services, and customer support. These specialized divisions work collaboratively to ensure the delivery of high-quality solutions for customer distribution, transmission and generation interconnection needs worldwide.

Join S&C to make an impact on tomorrow’s energy challenges and become an employee-owner.

8:00 am – 5:00 pm (Mon-Fri) Hybrid

At S&C, we are dedicated to providing competitive and equitable compensation for all our team members, and we are committed to transparency in our pay practices. The estimated annual base salary range for this position is $73,920 - $97,885
. Individual pay within this salary range is determined by several compensable factors, including performance, knowledge, job-related skills and experience, and relevant education or training. This role is also eligible for S&C’s annual incentive plan (AIP), subject to eligibility criteria.

Join Our Team as a Supervisor - Customer Support. S&C Electric Company is seeking a dynamic individual to join our team. As a Supervisor - Customer Support
, you’ll be crucial in ensuring continued innovation and supporting our diverse team. The Supervisor is responsible for the day-to-day operational objectives of S&C’s Customer Support call center, serving as the first point of contact for inquiries from S&C’s installed customer base. Their primary responsibility is to ensure the smooth processing, lodging, and assignment of support tickets in accordance with operational procedures, timely troubleshooting, and resolution of simple inquiries, achieving high standards of customer satisfaction and meeting departmental KPIs.

The Supervisor – Customer Support supervises a team of hourly customer support staff working across three shifts, providing 24/7 remote monitoring and diagnosis of the health and performance of S&C and third-party customer assets. By utilizing diagnosis procedures, the team notifies subject matter experts and coordinates the dispatch of field support personnel as needed.

• Operational Oversight:
  Set specific goals and objectives for the team based on customer support KPIs to achieve immediate and short-term results
• Organize scheduling to ensure adequate coverage for all three shifts and necessary operating hours
• Monitor real-time operations, assign tasks and responsibilities, and provide direction to the team
• Create and manage databases and systems for product information and common customer queries to ensure timely resolution
• Support the implementation of system improvements in Salesforce and other reporting, tracking and database tools and provide hands-on training for smooth rollout
• Collaborate with the Assistant Manager – Technical Support to ensure the smooth escalation and handover of customer support tickets
• Maintain relationships with leaders across the organization to ensure seamless coordination, planning and alignment of shared priorities
• Monitor and control expenses in line with the Global Customer Support departmental budget

• Compliance & Security:
  Implement and monitor adherence to procedures, systems and tools to ensure seamless coordination, on-time resolution of tickets and customer satisfaction
• Audit ticket lodgement, categorization, triage evaluation and assignment, priority assessment, risk rating and resolution notes against defined guidelines and procedures

• Incident Management:
  Develop and implement incident response protocols to handle emergencies effectively
• Respond to escalated customer issues and provide solutions
• Resolve customer complaints and issues professionally and escalate high-risk reputational complaints to leadership

• Performance Monitoring & Reporting:
  Track and analyze daily and weekly support trends and KPIs including response times, system uptime and ticket resolution times
• Identify support trends and offer suggestions for…