Technical Support Leader & Coach (Phone)

Versique Executive, Professional & Interim Recruiting; Fairmont (MN); Sur place; USD 75 000 - 110 000; Plein temps

Avantages offerts par ce poste

Health Insurance

Dental

Vision

LTD

STD

HSA

FSA

401K

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Technical knowledge

Coaching

Communication

Formation

BS or BA or equivalent

Outils

ERP systems

CRM systems

Microsoft Excel

Description du poste

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%.