Technical Support Supervisor
: Job Details :

About the Job

The Technical Support Supervisor will be based out of our Chatsworth, CA location. This is a mid-level position at a globally leading LED display manufacturer. The Technical Support Supervisor would interface between the Sales, QC and Tech Support staff to manage all service requests: internal QC projects and/or external field service jobs.

The Technical Support Supervisor is a meticulous role, which requires extreme attention to detail, good at communicating and keeping detailed notes, documentation for multiple simultaneous projects, and experienced in team leadership. Prospective candidates will work as part of a team to deliver the highest quality of products to clients and partners.

Responsibilities

• Managing the daily operations of the technical service department
• Adhering to established procedures & protocols to ensure superior customer satisfaction
• Working directly with end-customers and partners as needed
• Actively managing & participating in the shift rotation including weekends, after hours & holidays as needed
• Routinely offering support & mentorship staff
• Ensuring team compliance with process & technical training requirements
• Modeling responsiveness & integrity in all customer communications
• Directly managing customer escalations to successful conclusion
• Providing concise status reports on a regular basis
• Performing other duties and projects as assigned

Education & Experience

• 2+ years managing a technical support organization
• Project management & demonstrated practical experience

Required Soft Skills

• Dedication and relentless focus on customer satisfaction and follow-through
• Excellent written, oral & interpersonal communications skills
• Able to effectively interact with technical & non-technical people
• Ability to multi-task, juggle competing priorities & thrive in fast-paced environment
• Experience working in a team-oriented, collaborative environment
• Highly organized, self-motivated, self-directed and attentive to detail
• Manage all internal & external interactions in a professional and courteous manner

Who We Are

ROE Visual is the leading LED creative display manufacturer in the industry. With adaptive LED platforms for every installation, they're committed to going the extra mile for any creative vision. Carefully selected high-end components, the latest technology, in-depth knowledge, and stores of passion go into every product that bears the ROE name.

Being familiar with the challenges of their market, ROE offers only the most intuitive solutions for the creatives, designers, and technicians who rely on their LED products to deliver a flawless performance every time. This quality standard is the reason ROE has quickly become the industry standard, making its way onto stages and the big screen worldwide.

Your Stage. Our Passion.