Phone Support Lead & Technical Problem-Solver

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

Versique Executive, Professional & Interim Recruiting is seeking a technical supervisor for the Phone Support team in Southern Minnesota. You will lead the department, coach staff, and balance leadership with hands-on customer calls to resolve complex issues.

You will develop strategic plans, monitor KPIs, and ensure high-quality customer service while coordinating with ERP/CRM systems for documentation. Travel up to 10% may be required.

Qualifications

• BS or BA and/or equivalent experience.
• Technical skills with basic electrical logic and IT knowledge.
• 3+ years of experience with industrial equipment including pumps, transfer equipment, electrical panels, and control software.
• Experience with ERP/CRM systems.
• Open to travel up to 10%.

Responsibilities

• Lead and manage the phone support department against established processes.
• Provide day-to-day leadership, coaching, and performance feedback to Phone Support staff.
• Balance leadership with hands-on technical support by assisting with customer calls and troubleshooting.
• Serve as the primary technical resource for the Phone Support team and resolve complex issues.
• Develop and maintain an annual strategic plan for the Phone Support function.
• Direct team activities by setting priorities and monitoring workloads.
• Ensure the team has necessary technical knowledge and training.
• Analyze operational issues and drive continuous improvement.
• Use ERP and CRM systems to document cases and support cross-functional collaboration.
• Collaborate with other departments to align with company objectives.

Skills

People leadership

Technical knowledge

Coaching & mentoring

Customer support expertise

Travel up to 10%

Troubleshooting

Education

BS or BA

Tools

ERP systems

CRM systems

Excel

Word

Job description

Versique Executive, Professional & Interim Recruiting is seeking a technical supervisor for the Phone Support team in Southern Minnesota. You will lead the department, coach staff, and balance leadership with hands-on customer calls to resolve complex issues.

You will develop strategic plans, monitor KPIs, and ensure high-quality customer service while coordinating with ERP/CRM systems for documentation. Travel up to 10% may be required.