Manufacturing -Technical and Phone Support Manager (non IT)

Versique Executive, Professional & Interim Recruiting; Fairmont (MN); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Health Insurance

Dental

Vision

LTD

STD

HSA

FSA

401K

Job summary

Kahler's in Southern Minnesota is seeking a technical supervisor to lead the Phone Support team while actively assisting with customer calls and providing technical expertise. You will coach staff, set goals, and drive continuous improvement, balancing leadership with hands‑on problem solving in a fast‑paced service environment.

You will develop plans, monitor performance, and ensure ERP/CRM usage for accurate case history and reporting, with travel up to 10%.

Qualifications

• BS or BA or equivalent experience.
• Technical skills with basic electrical logic and IT knowledge.
• 3+ years with industrial equipment incl. pumps and transfer systems.
• Computer/PLC/electrical experience desired.
• ERP/CRM systems used daily; ability to learn fast.

Responsibilities

• Lead and manage Phone Support, ensuring process adherence.
• Provide daily leadership, coaching, and performance feedback.
• Balance leadership with hands‑on technical support during high volumes.
• Be primary technical resource for the Phone Support team.
• Develop annual strategic plan for Phone Support aligned with corporate initiatives.
• Schedule work, monitor workloads, and optimize resources.
• Ensure team maintains technical knowledge and training.
• Analyze issues, resolve problems, and manage escalations.
• Track KPI's and report on phone support performance.
• Collaborate with other departments to ensure seamless support.

Skills

Leadership

Technical knowledge

Coaching

Communication

Education

BS or BA or equivalent

Tools

ERP systems

CRM systems

Microsoft Excel

Job description

This technical leadership position combines people management with hands‑on customer support responsibilities. This role requires balancing day‑to‑day supervision of the Phone Support team while actively assisting with customer calls and providing technical expertise as needed. In addition, the Supervisor is responsible for leading and developing phone support staff to ensure customers receive best‑in‑class service. This includes establishing team goals, monitoring performance, coaching employees, and fostering a culture of continuous improvement.

Location: Southern Minnesota

Salary: $75,000-$110,000-DOQ

Benefits Provided By Client

• Health Insurance
• Dental
• Vision
• LTD, STD
• HSA
• FSA
• 401K

Roles & Responsibilities:

• Lead, manage, and hold the phone support department accountable (LMA) against the processes and procedures established within the service department.
• Provide day‑to‑day leadership, coaching, mentoring, and performance feedback to Phone Support staff to foster employee development and a culture of continuous improvement.
• Balance leadership responsibilities with hands‑on technical support by assisting with customer calls, troubleshooting complex issues, and supporting the team during periods of high call volume or escalated customer situations.
• Serve as the primary technical resource for the Phone Support team by providing guidance, answering technical questions, and assisting in the resolution of complex customer issues.
• Develop an understanding of the team’s obligations to the customer, evaluate current processes and policies, and identify opportunities to improve both customer and employee experience.
• Develop and maintain an annual strategic business plan for the Phone Support function that aligns departmental objectives with Kahler's strategic initiatives and supports continuous improvement.
• Direct team activities by establishing priorities, scheduling work, monitoring workloads, and ensuring the effective utilization of team members and resources.
• Ensure the team possesses the technical knowledge, training, and skills necessary to provide best‑in‑class customer support.
• Develop and implement workload management tools.
• Manage phone support labor, parts billing, and service‑related support products while ensuring customers understand billing obligations, so they can make informed decisions.
• Analyze operational and technical issues, resolve problems, and assist employees in solving customer and technical challenges. Personally manage major incidents or escalated issues that cannot be resolved by team members.
• Ensure all customer interactions are handled professionally, courteously, and efficiently through both verbal and written communication.
• Develop, monitor, analyze, and report Key Performance Indicators (KPI’s) that measure the effectiveness and success of the phone support function while identifying opportunities for continuous improvement.
• Utilize, promote, and enforce the effective use of ERP and CRM systems to ensure accurate documentation of customer cases, service history, and communications while supporting cross‑functional collaboration and best‑in‑class customer support.
• Collaborate with other departments to ensure seamless customer support, effective communication, and alignment with company objectives.
• This job description is not comprehensive, and all employees must be flexible and willing to perform other duties assigned by their supervisor.

Required Skills & Experience:

• BS or BA and/or equivalent experience.
• Technical skills are a must, including a familiarity with basic electrical logic and IT knowledge.
• 3 + years of experience with industrial equipment including pumps, liquid and dry product transfer equipment, electrical panels, as well as an understanding of control software.
• Computer, PLC and/or electrical experience and education are highly desired.
• Microsoft Word, word processing software, Microsoft Excel spreadsheet software. This position will use the ERP and CRM system daily to perform work.
• Open to travel up to 10%.