What are the responsibilities and job description for the Customer Support Lead position at Westinghouse Outdoor Power Equipment?
Brief Description
Job Summary:
We are seeking a Customer Support Lead (Tier III) to take charge of escalated service issues, guide our national service center network, and lead improvements across our customer support operations. This is a hands-on leadership role ideal for someone with strong technical know-how and a passion for delivering exceptional customer experiences.
You won’t just resolve issues — you’ll shape how we serve, support, and exceed customer expectations.
Duties/Responsibilities
Supervisory Responsibilities:
Westinghouse is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Summary:
We are seeking a Customer Support Lead (Tier III) to take charge of escalated service issues, guide our national service center network, and lead improvements across our customer support operations. This is a hands-on leadership role ideal for someone with strong technical know-how and a passion for delivering exceptional customer experiences.
You won’t just resolve issues — you’ll shape how we serve, support, and exceed customer expectations.
Duties/Responsibilities
Supervisory Responsibilities:
- Be the go-to expert for complex customer and warranty escalations — resolving advanced technical issues efficiently and thoroughly.
- Lead and support our network of service centers: offer guidance, build relationships, and ensure high-quality service standards.
- Act as a liaison between internal teams and service centers — driving solutions across technical support, logistics, sales, and product teams.
- Maintain clear documentation of customer interactions, technical cases, and warranty outcomes.
- Monitor and report on KPIs related to customer support, warranty processing, and service center performance.
- Train, mentor, and coach Tier I and Tier II team members to ensure continuous growth and consistency in service delivery.
- Develop troubleshooting guides, workflows, and SOPs to enhance both internal processes and service center operations.
- Solid technical background in small engines and electrical systems
- 3 years in customer support, with leadership or supervisory experience
- Experience managing or supporting warranty claims and service networks
- Strong verbal/written communication and the ability to resolve conflict diplomatically
- Familiarity with regulatory standards (EPA, CARB, CSA)
- Comfort with analyzing service data and driving KPIs
- Ability to interpret technical diagrams and schematics
- Bonus: Experience with inventory management, logistics, or compliance
- High school diploma or equivalent.
- At least 3-year related experience required (Customer Service, Call Center, Small Engine / Outdoor Power Equipment Troubleshooting)
- Netsuite experience
- Familiarity with CRM tools and basic troubleshooting steps for mechanical or technical products.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 50 pounds at times.
- Competitive salary based on experience
- 401(k) with generous company match
- Multiple medical plan options — including HSA with company contributions
- Company-paid life and disability insurance
- PTO, paid holidays, and flexibility
- Laid-back, dog-friendly office
- Work with passionate problem-solvers in a collaborative, growth-focused environment
- Occasional travel may be required for service center visits or industry events
Westinghouse is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.