Lead Tech Support & Service Ops Supervisor

Messer Cutting Systems; Menomonee Falls (WI); On-site; USD 70,000 - 100,000; Full time

Job summary

Messer Cutting Systems seeks a Service Support Supervisor to lead and coordinate Technical Phone Support, Applications Support, and Service Coordination teams. You will ensure timely remote technical support, expert application guidance, and seamless service coordination for Messer customers.

The role emphasizes coaching, documentation, and continuous improvement in a manufacturing setting, with a focus on quality and customer satisfaction.

Qualifications

• Associate or bachelor’s degree in engineering, manufacturing technology, or related field, or equivalent industry experience.
• Minimum of 5+ years of experience in industrial service, technical support, or applications support.
• Prior supervisory or team leader experience preferred.
• Excellent communication, leadership, and customer service skills.

Responsibilities

• Supervise and support daily operations of the Technical Phone Support, Applications Support, and Service Coordination teams.
• Serve as primary escalation point for complex technical, application, and service-related customer issues.
• Ensure timely response, prioritization, and resolution of customer inquiries, service requests, and application support needs.
• Coordinate service activities including service order creation, and customer communications.
• Collaborate closely with Field Service, Engineering, Parts, Sales, and Operations to ensure seamless issue resolution and customer support.
• Provide technical guidance and coaching related to Messer cutting systems, software, automation, and application processes.
• Oversee accurate documentation and service cases, troubleshooting steps, application recommendations, and resolutions within CRM and service management systems.
• Monitor service performance metrics such as response time, case backlog, resolution rates, and customer feedback; implement corrective actions as needed.
• Support the development, maintenance, and adherence to standard work instructions, troubleshooting procedures, and application guidelines.
• Assist with onboarding, training, and ongoing development of service support and applications personnel.
• Conduct regular team meetings, performance reviews, and performance coaching to drive accountability and continuous improvement.
• Ensure compliance with company policies, safety standards, and quality system requirements.
• Identify recurring issues and customer trends, recommend processes, products, or training improvements to management.
• Support administrative oversight including time tracking, reporting accuracy, and service documentation standards.
• Participating in after-hours, on-call, or escalation support as required to meet customer and business needs.

Skills

CNC cutting systems

Automation

Software

Industrial applications

Education

Associate or Bachelor's degree in engineering/manufacturing tech

Job description

Messer Cutting Systems seeks a Service Support Supervisor to lead and coordinate Technical Phone Support, Applications Support, and Service Coordination teams. You will ensure timely remote technical support, expert application guidance, and seamless service coordination for Messer customers.

The role emphasizes coaching, documentation, and continuous improvement in a manufacturing setting, with a focus on quality and customer satisfaction.