Technical Support Lead & Service Coordinator

Messer-Cutting-System; Menomonee Falls (WI); On-site; USD 70,000 - 90,000; Full time

Job summary

Messer Cutting Systems in Menomonee Falls, WI seeks a Service Support Supervisor to lead the Technical Phone Support, Applications Support, and Service Coordination teams. You will coordinate daily activities, act as escalation point, and ensure timely, quality responses to customer issues.

This role collaborates with Field Service, Engineering, Parts, Sales, and Operations to resolve complex problems, mentorship of staff, and adherence to safety and quality standards in a manufacturing

Qualifications

• Associate or bachelor’s degree in engineering, manufacturing technology, or related field or equivalent industry experience.
• Minimum of 5+ years in industrial service, technical support, or applications support.
• Prior supervisory or team leader experience preferred.
• Strong knowledge of CNC cutting systems, automation, software, and industrial applications.
• Proven ability to manage multiple priorities in a fast-paced service environment.
• Excellent communication, leadership, and customer service skills.
• Proficiency with CRM, service management, and ERP systems.

Responsibilities

• Supervise 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 issues.
• Ensure timely response, prioritization, and resolution of customer inquiries and service needs.
• Coordinate service activities including service orders and customer communications.
• Collaborate with Field Service, Engineering, Parts, Sales, and Operations to resolve issues.
• Provide technical guidance on Messer cutting systems, software, automation, and applications.
• Oversee documentation and service cases in CRM and service management systems.
• Monitor service metrics and implement corrective actions as needed.
• Support onboarding, training, and development of staff.
• Conduct team meetings, performance reviews, and coaching.
• Ensure compliance with policies, safety, and quality standards.
• Identify recurring issues and suggest improvements to management.
• Assist with time tracking, reporting accuracy, and service documentation.

Skills

Technical leadership

Customer-focused decisions

Team development

Cross-functional collaboration

Time & priority management

Education

Associate or Bachelor's degree in engineering/manufacturing

Tools

CRM systems

Service management software

ERP systems

Job description

Messer Cutting Systems in Menomonee Falls, WI seeks a Service Support Supervisor to lead the Technical Phone Support, Applications Support, and Service Coordination teams. You will coordinate daily activities, act as escalation point, and ensure timely, quality responses to customer issues.

This role collaborates with Field Service, Engineering, Parts, Sales, and Operations to resolve complex problems, mentorship of staff, and adherence to safety and quality standards in a manufacturing