Technical Service Support Supervisor

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

Job summary

Messer Cutting Systems is seeking a Service Support Supervisor to lead and coordinate the daily activities of the Technical Phone Support Engineers, Applications Support Engineers, and Service Coordinators. You will ensure remote technical support, application expertise, and service coordination, while maintaining high quality, responsiveness, and customer satisfaction.

You will act as a key escalation point and collaborate with field service, engineering, parts, sales, and operations to support

Qualifications

• : Associate or bachelor’s degree in engineering, manufacturing technology, or related field; equivalent industry experience.
• : Minimum 5+ years in industrial service, technical support, or applications support.
• : Prior supervisory or team leader experience preferred.
• : Strong working knowledge of CNC cutting systems, automation, software, and industrial applications.
• : Proficiency with CRM, service management, and ERP systems.

Responsibilities

• Supervise and support daily operations of the technical phone support, applications support, and service coordination teams.
• Serve as the 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 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 documentation of service cases, troubleshooting steps, and resolutions in CRM and service management systems.
• Monitor service performance metrics and implement corrective actions as needed.
• Support development and adherence to standard work instructions, troubleshooting procedures, and guidelines.
• Assist with onboarding, training, and ongoing development of service support staff.
• Conduct regular team meetings, performance reviews, and coaching to drive accountability.
• Ensure compliance with policies, safety standards, and quality system requirements.
• Identify recurring issues and recommend improvements to management.
• Support administrative oversight including time tracking and reporting accuracy.

Skills

Technical leadership

Customer-focused decision making

Team development

Cooperation across functions

Time management

Continuous improvement mindset

Education

Associate or Bachelor’s degree in engineering or related field

Tools

CRM systems

ERP systems

Service management software

Job description

Messer Cutting Systems is seeking a Service Support Supervisor to lead and coordinate the daily activities of the Technical Phone Support Engineers, Applications Support Engineers, and Service Coordinators. You will ensure remote technical support, application expertise, and service coordination, while maintaining high quality, responsiveness, and customer satisfaction.

You will act as a key escalation point and collaborate with field service, engineering, parts, sales, and operations to support