Customer Service Supervisor

Come be DISRUPTIVE with us! At Milwaukee Tool, our most valued resource is our dedicated team of employees - employees who work with a passion to be the best and an unparalleled pride in their work and in the Milwaukee brand. We know that the only way to sustain growth and success is to value the growth and success of each person within the organization that's why we invest in an individual's growth and development from day one.

All our teams touch every step of the process, which is why our engineering teams are some of the key contributors to our continuous innovations. The fast-paced, agile environment continuously delivers disruptive technologies by providing every team with the resources needed to excel and working directly with end users to understand how to deliver heavy-duty products with high performance. We create best-in-class products by leveraging advanced analysis tools, extensive testing regimes, state-of-the-art manufacturing processes, and cross-functional agility.

The Supervisor for the Technical Support Team is responsible for providing guidance, instruction, and leadership to the BRK Technical Service Team and functions as the internal help chain across the Service network. The Supervisor for the Technical Support Team also serves as a liaison between the BRK Technical Support Team Product Management, Service, Quality.

Duties and Responsibilities:

• Coach, develop, & manage Technical Service Advisor team in all areas including product knowledge, policies and procedures as well as performance metrics

• Manage the Technical Service Advisor team to make sure they are delivering on KPI expectations.

• Handle escalated customer issues and complaints, investigating and resolving them in a timely manner to achieve customer satisfaction.

• Drive operational excellence by prioritizing, delegating, and strategizing workload within the Technical Service team and reporting to upper management.

• Responsible for management of internal "help chain" for service network. Including maintaining Knowledge bases and ensuring internal support forums are up to date.

• Schedule working hours and shifts while managing employee timekeeping, PTO tracking, and workflow data tracking.

• Provide recommendations and feedback to leadership on team structure and resource allocation to improve operation effectiveness and utilization of employee skillsets.

• Identify training opportunities within the team and work with leadership to create standard operating procedures or training content.

• Schedule, deliver, and manage accessibility to training resources and standard operating procedures.

• Support with coverage for absent team members as needed.

• Communicate with other Departments on status of cross-functional issues

• Lead Continuous improvement activities as needed

Education and Experience Requirements:

• High school diploma or equivalent education

• Hands on experience in a repair industry a plus

• Ability to deal with confidential material

• 5+ years of experience in Customer Service, Technical Support or related field

• Supervisor experience

• Working knowledge of MS Office 365

• Excellent verbal and written communication, organizational, and interpersonal skills

• Ability to travel up to 10% using the quickest and most cost-effective mode of transportation (Flight, Bus, Train, & etc.)