Remote Technical Support Supervisor - Lead & Develop Team

Lincoln Electric; Kentucky; On-site; USD 67,000 - 96,000; Full time

Job summary

Lincoln Electric is seeking a Technical Support Supervisor to lead the Technical Support team and ensure timely, accurate technical assistance. You will monitor performance metrics, coach staff, and collaborate with Engineering, IT, Operations, and Sales to improve support processes.

The role emphasizes safety, continuous improvement, and alignment with Lincoln Electric values, with a salary range and bonus expectations as listed in the posting.

Qualifications

• 5+ years in technical support, customer service, field service, or related technical environment.
• Leadership or supervisory experience in a team setting.
• High School Diploma or GED required; associate or bachelor’s degree preferred.

Responsibilities

• Oversee day-to-day operations of the Technical Support team.
• Monitor workload and ensure timely responses to inquiries and support cases.
• Track KPIs such as answer rates, response times, resolution times, and CSAT.
• Coach and develop team members; promote knowledge sharing and skills growth.
• Collaborate cross-functionally to improve processes and customer satisfaction.
• Develop, document, and improve departmental processes and best practices.

Skills

Leadership

People management

Communication

Data analysis

Problem solving

Time management

Education

High School Diploma or GED

Associate or Bachelor's degree (preferred)

Tools

Salesforce Service Cloud

Microsoft Office

Job description

Lincoln Electric is seeking a Technical Support Supervisor to lead the Technical Support team and ensure timely, accurate technical assistance. You will monitor performance metrics, coach staff, and collaborate with Engineering, IT, Operations, and Sales to improve support processes.

The role emphasizes safety, continuous improvement, and alignment with Lincoln Electric values, with a salary range and bonus expectations as listed in the posting.