Service Support Supervisor

JOB SUMMARY:

The Service Support Supervisor is responsible for leading and coordinating the daily activities of the Technical Phone Support Engineers, Applications Support Engineers, and Service Coordinator team, The role ensures the efficient delivery of remote technical support, application expertise, and service coordination to Messer Cutting Systems customers while maintaining high standers of quality, responsiveness, and customer satisfaction. The Service Support Supervisor acts as a key escalation point and works closely with field service, engineering, parts, sales, and operations to support Messer’s cutting systems and automation solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervise and support the daily operations of the Technical Phone Support, Applications Support, and Service Coordination teams.
• Serve as the primary escalation point for complex technical, application, and service-related customer issues.
• Ensure timely response, prioritization, and resolution of customer inquiries, service requests, and application support needs.
• Coordinate service activities including service order creation, and customer communications.
• Collaborate closely with Field Service, Engineering, Parts, Sales, and Operations to ensure seamless issue resolution and customer support.
• Provide technical guidance and coaching related to Messer cutting systems, software, automation, and application processes.
• Oversee accurate documentation and service cases, troubleshooting steps, application recommendations, and resolutions within CRM and service management systems.
• Monitor service performance metrics such as response time, case backlog, resolution rates, and customer feedback; implement corrective actions as needed.
• Support the development, maintenance, and adherence to standard work instructions, troubleshooting procedures, and application guidelines.
• Assist with onboarding, training, and ongoing development of service support and applications personnel.
• Conduct regular team meetings, performance reviews, and performance coaching to drive accountability and continuous improvement.
• Ensure compliance with company policies, safety standards, and quality system requirements.
• Identify recurring issues and customer trends, recommend processes, products, or training improvements to management.
• Support administrative oversight including time tracking, reporting accuracy, and service documentation standards.
• Participating in after-hours, on-call, or escalation support as required to meet customer and business needs.

SUPERVISORY RESPONSIBILITIES:

This position has direct reports. Estimate of 8-12.

• Service Phone Support Engineers
• Applications Support Engineers
• Service Coordinators

MINIMUM EDUCATION AND QUALIFICATIONS:

• Associate or bachelor’s degree in engineering, manufacturing technology, or a related field or equivalent industry experience.
• Minimum of 5 or more years of experience in industrial service, technical support, or applications support.
• Prior supervisory or team leader experience preferred.
• Strong working knowledge of CNC cutting systems, automation, software, and industrial applications.
• Proven ability to manage multiple priorities in a fast-paced service environment.
• Excellent communication, leadership, and customer service skills.
• Proficiency with CRM, service management, and ERP systems.

KNOWLEDGE, SKILLS AND ABILITIES:

• Technical leadership and problem-solving.
• Customer-focused decision making.
• Team development and coaching.
• Cross-functional collaboration.
• Time and priority management.
• Continuous improvement mindset.

PROTECTIVE CLOTHING AND EQUIPMENT:

• Steel-toe shoes
• Eye protection

WORKING ENVIRONMENT:

The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job.

• Work is performed in a moderate to loud manufacturing environment. The noise level in the work environment is usually moderate.

Messer Cutting Systems is an equal opportunity employer and is committed to providing a workplace free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.