Technical and Phone Support Manager

This technical leadership position combines people management with hands-on customer support responsibilities. This role requires balancing day-to-day supervision of the Phone Support team while actively assisting with customer calls and providing technical expertise as needed. In addition, the Supervisor is responsible for leading and developing phone support staff to ensure customers receive best-in-class service. This includes establishing team goals, monitoring performance, coaching employees, and fostering a culture of continuous improvement.

Location: Southern Minnesota

Salary: $75,000-$110,000-DOQ

Benefits Provided By Client

• Health Insurance
• Dental
• Vision
• LTD, STD
• HSA
• FSA
• 401K
  
  

Roles & Responsibilities: .

• Lead, manage, and hold the phone support department accountable (LMA) against the processes and procedures established within the service department.
• Provide day-to-day leadership, coaching, mentoring, and performance feedback to Phone Support staff to foster employee development and a culture of continuous improvement.
• Balance leadership responsibilities with hands-on technical support by assisting with customer calls, troubleshooting complex issues, and supporting the team during periods of high call volume or escalated customer situations.
• Serve as the primary technical resource for the Phone Support team by providing guidance, answering technical questions, and assisting in the resolution of complex customer issues.
• Develop an understanding of the team’s obligations to the customer, evaluate current processes and policies, and identify opportunities to improve both customer and employee experience.
• Develop and maintain an annual strategic business plan for the Phone Support function that aligns departmental objectives with Kahler's strategic initiatives and supports continuous improvement.
• Direct team activities by establishing priorities, scheduling work, monitoring workloads, and ensuring the effective utilization of team members and resources.
• Ensure the team possesses the technical knowledge, training, and skills necessary to provide best-in-class customer support.
• Develop and implement workload management tools.
• Manage phone support labor, parts billing, and service-related support products while ensuring customers understand billing obligations, so they can make informed decisions.
• Analyze operational and technical issues, resolve problems, and assist employees in solving customer and technical challenges. Personally manage major incidents or escalated issues that cannot be resolved by team members.
• Ensure all customer interactions are handled professionally, courteously, and efficiently through both verbal and written communication
• Develop, monitor, analyze, and report Key Performance Indicators (KPI’s) that measure the effectiveness and success of the phone support function while identifying opportunities for continuous improvement.
• Utilize, promote, and enforce the effective use of ERP and CRM systems to ensure accurate documentation of customer cases, service history, and communications while supporting cross-functional collaboration and best-in-class customer support.
• Collaborate with other departments to ensure seamless customer support, effective communication, and alignment with company objectives.
• This Job description is not comprehensive, and all employees must be flexible and willing to perform other duties assigned by their supervisor.
  
  

Required Skills & Experience:

• BS or BA and/or equivalent experience.
• Technical skills are a must, including a familiarity with basic electrical logic and IT knowledge.
• 3 years of experience with industrial equipment including pumps, liquid and dry product transfer equipment, electrical panels, as well as an understanding of control software.
• Computer, PLC and/or electrical experience and education are highly desired.
• Microsoft Word, word processing software, Microsoft Excel spreadsheet software. This position will use the ERP and CRM system daily to perform work.
• Open to travel up to 10%.
  
  

About Versique

Versique: /ver-seek/?adj. being both versatile and unique; n. a high-performance recruiting firm specializing in executive leadership search, direct hire, and interim hiring solutions.?

Versique Executive, Professional, & Interim Recruiting is a locally owned and operated hiring and placement firm based in the Twin Cities of Minnesota. With specialized practice areas across our three divisions, Versique delivers tailored expertise to a wide range of industries. What sets us apart is our team of recruiters—seasoned professionals who have worked in the very fields they now hire for, providing unmatched industry insight and connections.

We believe people are more than resumes—they are transformative, unlocking the potential for organizational growth and success.

Versique is proud to be an award-winning company, earning recognition on the Inc. 5000 list of fastest-growing private companies and theMinneapolis-St. Paul Business Journal's Fast 50 list for 2023. We are also consistently recognized as a Star Tribune Top Workplace and were named a Best Place to Work in 2022 by the Minneapolis/St. Paul Business Journal.

Let's find your people, together.

Versique is an equal-opportunity employer committed to creating a diverse workforce. We consider all qualified applicants regardless of race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status.