Technical Support Supervisor (Mechanical/Electrical)

ITW • Baltimore, MD • 10h ago

Job Description:

The Technical Support Supervisor position is responsible for supporting the field service technician teams by troubleshooting technical issues, providing expert guidance, and ensuring timely resolution of product-related problems. In addition to these core responsibilities, this position oversees and provides leadership to the Technical Product Specialist team, ensuring consistent support standards, effective knowledge sharing, and professional development. This role also contributes to warranty claim analysis, product quality improvements, and customer satisfaction efforts in collaboration with other internal teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These are the most significant job duties performed. The size, scope, and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

Lead and manage the Technical Product Specialist team, including assigning tasks, providing coaching, and conducting performance evaluations.

Provide remote guidance to field service teams in diagnosing and troubleshooting technical issues encountered in the field, ensuring they have the tools and knowledge to resolve issues effectively.

Serve as technical expert on product functionality, installation, and maintenance.

Foster a collaborative team environment focused on technical excellence, knowledge sharing, and continuous improvement.

Monitor team performance to ensure high-quality support, timely issue resolution, and alignment with service standards.

Analyze warranty claims to determine the root cause of failure and identify any recurring issues.

Identify patterns in recurring issues and collaborate with product development, sustaining engineering, and quality teams to investigate product defects and recommend design or process improvements.

Ensure accurate documentation of warranty claims and compliance with internal processes.

Act as a liaison between the field service teams, customers, and internal departments to facilitate smooth resolution of issues.

Educate field service teams on new product features, troubleshooting techniques, and best practices.

SUPERVISORY RESPONSIBILITIES

Directly supervises the Technical Product Specialist team.

Responsibilities include training, assigning and directing work, coaching and mentoring team members, performance management, and fostering professional development.

Ensures alignment of team objectives with company goals and service excellence standards.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

Bachelor's degree in Engineering, Technical Support, or a related field, or equivalent experience.

Familiarity with technical documentation, including user manuals, service bulletins, and troubleshooting guides.

Experience in manufacturing, engineering, or customer service is a plus.

Prior leadership or supervisory experience.

Knowledge of contact center operations and best practices is a plus.

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is:

Regularly required to sit at a desk and work on a computer.

Must be able to access and navigate the production facility.

Must be able to lift 15 pounds at a time.

In office position.

Hours of Work

Varies as necessary.

Compensation Information:

: $87,120 - $120,000

ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.

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