Lincoln Electric is a high-performance industrial machinery and technology leader who helps customers manufacture and maintain vital equipment and infrastructure. Lincoln Electric's innovative solutions enable higher quality and productivity across a variety of processes including welding, cutting, brazing, machining, process automation, and field repair. The Company leverages proprietary technologies and expertise in materials science, power electronics, automation, and intelligent software to help customers build better and achieve resilience in their operations. Headquartered in Cleveland, Ohio, Lincoln Electric is the essential 'Linc' that keeps the economy running. The Company operates 71 manufacturing and automation facilities across 20 countries and serves customers in over 160 countries. For more information about Lincoln Electric and its products and services, visit the Company's website at ;br>
Location:
Remote - Ohio Employment Status:
Salary Full-Time Function:
Customer Experience Pay Range: (
$67,432.14 - $96,331)Target Bonus:
10.0%Req ID:
29710 Position SummaryThe Technical Support Supervisor is responsible for leading the Technical Support team's daily operations to ensure customers receive timely, accurate, and professional technical assistance. This role oversees team performance, monitors key support metrics, provides coaching and development opportunities, and works cross-functionally to improve processes and customer satisfaction. The Technical Support Supervisor promotes a culture of safety, accountability, continuous improvement, and alignment with company values.
Responsibilities- Supervise the day-to-day activities of the Technical Support team.
- Monitor team workload and ensure customer inquiries and support cases are addressed in a timely manner.
- Establish, track, and report on key performance indicators including answer rates, response times, resolution times, and customer satisfaction metrics.
- Provide coaching, mentoring, and performance feedback to team members.
- Support employee development through training, knowledge sharing, and skills advancement initiatives.
- Promote and maintain a positive customer experience through effective issue resolution and communication.
- Develop and maintain departmental processes, procedures, and best practices.
- Facilitate the creation and maintenance of technical knowledge articles and support documentation.
- Collaborate with Engineering, Operations, IT, Sales, Customer Care, and other departments to resolve customer issues and improve support processes.
- Drive standardization of support practices across multiple locations and business units.
- Support implementation of new tools, systems, and technologies related to technical support operations.
- Prepare and present reports regarding team performance, support trends, and operational metrics.
- Promote a culture of safety by supporting company safety initiatives and encouraging participation in safety observation programs.
- Support the implementation and reinforcement of company values, strategic initiatives, and continuous improvement efforts.
- Perform other duties as assigned.
Education and ExperienceRequired
- High School Diploma or GED.
- 5+ years of experience in a technical support, customer service, field service, or related technical environment.
- Previous leadership, supervisory, or team lead experience.
Preferred
- Associate or Bachelor's degree in Business, Engineering, Technology, or a related field.
- Experience with Salesforce Service Cloud or similar CRM platforms.
- Experience supporting automation, robotics, manufacturing, welding, or industrial equipment.
Knowledge, Skills, and Abilities- Strong leadership and team development skills.
- Excellent verbal, written, and interpersonal communication abilities.
- Strong organizational, problem-solving, and decision-making skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to analyze data and use performance metrics to drive improvements.
- Proficiency with Microsoft Office applications and customer support systems.
- Strong commitment to safety, customer satisfaction, and continuous improvement.
- Ability to effectively collaborate across departments and locations.
Lincoln Electric is an Equal Opportunity Employer. We are committed to promoting equal employment opportunity for applicants, without regard to their race, color, national origin, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation), sexual orientation, gender identity, age, veteran status, disability, genetic information, and any other category protected by federal, state, or local law.
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