Thermal Technical Support Supervisor

POSITION SUMMARY The Technical Support Supervisor oversees a team providing technical support to domestic and international customers, service providers, and engineers. This role involves managing the Oracle Engagement Cloud case and call queues, delegating tasks, and ensuring timely issue resolution. The Supervisor serves as an escalation point for Tier 1 associates, guiding daily operations, conducting progress meetings, and escalating issues to management as needed. Additional responsibilities include managing technical assistance requests, monitoring warranty processes, and creating reports for management. The Supervisor also ensures adherence to safety guidelines, participates in training, and leads special projects while developing key technical communications for internal and customer-facing purposes. RESPONSIBILITIES * Provide escalated technical support for Domestic and International customers, Service Providers, and Customer Engineers. * Manage Oracle Engagement Cloud case queue and delegate ownership as necessary. * Represent management in observing day to day operations of Tier 1 Technical Support. * Manage multiple employees in a de-centralized work environment. * Conduct regular meetings with employees to track progress. * Escalate nonconformance to the daily assignments to management. * Participate in daily Customer First meeting to review post-sale customer issues. * Participate in Bi-weekly Thermal Engineering field issues meeting. * Manage customer on-site Technical Assistance requests with Manager's review/approval. * Attend new product and self-development training classes. * Develop technical/personal training plans for employees. * Model and enforce Vertiv safety guidelines at all times. * Participate in customer meetings and teleconferences as directed by management. * Attend internal meetings and capture all key takeaways/action items and present to management. * Monitor warranty review process and delegate ownership as necessary. * Ensure warranty backlog are reviewed and processed within 30 days. Escalate backlog to Management. * Run reports and develop analytical review of OEC case data to be presented to management. * Update or develop service maintenance procedures for service technician and publication. * Create Service Safety Bulletin, Field Alert, and Field Change Notice. * Assist with new product Serviceability Verification Testing. * Monitor phone system workgroups and ensure optimal associate availability. * Develop and present technical webinars. * Update management with key issues. QUALIFICATIONS * Minimum of four years HVAC and Refrigeration experience. Alternatively, military technical training or industrial HVAC certification with three years of relevant technical experience. * Minimum of five years field service or three years' experience in a Tech Support capacity in a related field. * Knowledge and experience in HVAC and refrigeration technologies. * Strong customer service communication and interaction skills. * Excellent writing and verbal communication skills. * Excellent organizational and time management skills. * Possesses managerial skills of multiple employees. * Possesses a positive attitude and flexibility in a rapidly changing environment. * Detail oriented and self-motivated with the ability to work without direct supervision. * Proficient PC skills including all Microsoft Office products and web-based technologies. * Demonstrate ability in electrical circuit understanding and troubleshooting. * Possesses leadership skills. * Excellent writing and verbal communication skills. * Knowledge of tApply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjU1MDE3LjEwNTA4QHZlcnRpdmNvb...