ESAB is a world leader in the production of welding consumables and equipment. Our brand is synonymous with world-leading expertise in the following key areas: * Manual welding and cutting equipment * Welding consumables * Welding automation * Cutting systems Celebrating 110 years since its founding, ESAB now serves a global market. We are represented in almost every country by subsidiaries or agents providing sales and support. ESAB also has manufacturing plants across four continents. Manufacturers everywhere are looking for ways to improve productivity and reduce operating costs. One way to achieve this goal is to align with a welding and cutting partner that offers a complete line of innovative solutions that meet the current demands of industry. ESAB has led the way in research and development of better technologies and products for this industry since its founding. ESAB has many great minds working on ways to make our industry stronger and better able to meet the needs of the future. We are constantly striving to expand our product offerings from the best in traditional welding applications to large automated manufacturing facilities. ESAB continues to offer world-class technical support and educational opportunities to help our customers work smarter and better. We are dedicated to working with customers to help them be more productive, more profitable, and better able to compete.

Location (city & State/Country): Denton, TX, Unites States

Position Title: Technical Support Supervisor

Position Overview

The ESAB Technical Support Supervisor leads the Technical Support associates and supports all products sold by ESAB to provide outstanding service, improve customer satisfaction, and maintain and build positive relationships cross-functionally.

Duties & Responsibilities

• Leads a team of Technical Support Associates responsible for handling customer calls that exercise daily request for warranty, troubleshoot request, quotes, MS Dynamics (CRM) tickets, etc.
• Understands customer needs and expectations and is able to implement and manage a service and quality plan which achieves optimal customer service
• This role provides team support by handling complex escalations and inquiries and issue resolution
• Support and partner with sales team and sales leaders and cross functional teams within Operations, A/R, Channel, Customer Care, within ESAB to deliver on critical execution of strategic programs, processes and initiatives
• Analyze and monitor key support metrics/KPIs and data reports to drive improvements and identify performance issues
• Solid ability to navigate SAP and make use of the system transactions to find answers, process orders, look up inventory, and other related tasks
• Focus on process improvement; drive root cause analysis and implement corrective actions
• Facilitate weekly team meetings to effectively lead the associates, communicate changes, clarify goals, and share best practices
• Customer Centric approach
• Develop solid processes, provide clear guidance, eliminate waste
• Responsible for training, evaluating training processes, and coaching of assigned tech associates to deliver on the highest levels of customer support services and satisfaction.
• Prepare the team's schedules, monitor attendance of associates, schedule breaks and shifts as necessary. Monitor and maintain adherence to attendance, punctuality, use of time off, etc.
• Evaluate the tech support associates calls and abandonment rates; assess performance, provide feedback and coaching sessions to improve efficiency and customer support quality.
• Provides timely feedback to Customer Care Leader regarding issues being escalated, service failures or customer concerns. Assist leadership in the development of strategies and key investment plans to drive customer excellence
• Capable of timely and active responses to issues outside of regular business hours as needed. This role is expected to be available as an escalation point and available to staff members for questions and concerns.
• Ensure all processes in department comply with ISO 9001 standards or policies

Qualifications

Language Capabilities

• Fluent in English

Education Requirements

• Bachelor's Degree in Business Administration, Information Technology, Computer Science or related field

Technical Requirements

• Demonstrated ability to problem solve, manage and optimize processes while coordinating across multiple cross functional teams and strong organizational skills
• Demonstrated experience working with complex data sets and analytics
• Strong focus on Continuous Improvement and Process Improvements and Root Cause Resolution
• Advanced MS Office knowledge with emphasis in Excel (data analysis) and CRM Experience (MS Dynamics or Salesforce.com or equivalent)
• SAP experience preferred

Experience Requirements

• 5+ years of previous leadership experience managing a team and leading change in a complex matrix environment.

Mobility & Travel Requirements

• None

The ESAB Group Inc. is proud to be an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.