Technical Support Supervisor

Shadow Plastics Inc.; Town of Rice Lake (WI); On-site; USD 75,000 - 110,000; Full time

Job summary

Rice Lake Weighing Systems is seeking a Technical Support Supervisor to lead a team of technical support professionals who are passionate about solving problems and delivering exceptional customer experiences.

You will own the customer support experience, develop the people behind it, and help shape how we serve our customers, with responsibilities including hiring, scheduling, coaching, training, and cross-functional collaboration to drive continual improvement.

Qualifications

• 5+ years of scale sales experience or related industry experience.
• 2+ years of supervisory experience.
• 1+ year of employee training experience.

Responsibilities

• Lead and develop a team of technical support professionals.
• Build a culture where employees take ownership of customer issues.
• Ensure customers receive knowledgeable, timely, and exceptional support.
• Develop training plans that strengthen technical, product, troubleshooting, and sales skills.
• Improve customer service processes and department systems.
• Partner with other areas of the organization to solve problems and improve the customer experience.
• Help shape the future growth and direction of the Technical Support department.

Skills

Team leadership

Customer service

Communication

Interpersonal skills

Problem solving

Education

Marketing/Sales/Business degree

Tools

Microsoft Word

Excel

Job description

Rice Lake Weighing Systems is seeking a Technical Support Supervisor to lead a team of empowered technical support professionals who are passionate about solving problems and creating exceptional customer experiences.

This isn't simply a supervisory role. You will own the customer support experience for your department, develop the people behind it, and help shape how we serve our customers.

If you are a natural leader who combines technical knowledge, business sense, customer obsession, and a passion for developing people, this could be the opportunity you've been looking for.

Lead the team. Champion the customer. Build what's next.

For more than 80 years, Rice Lake Weighing Systems has been a growth-oriented leader in the weighing industry and the communities where we live and work.

WHAT MAKES THIS ROLE DIFFERENT?

You will lead a team responsible for helping customers successfully navigate technical questions, troubleshooting challenges, product needs, and special circumstances.

You will have the opportunity to:

• Lead and develop a team of technical support professionals.
• Build a culture where employees take ownership of customer issues.
• Ensure customers receive knowledgeable, timely, and exceptional support.
• Develop training plans that strengthen technical, product, troubleshooting, and sales skills.
• Improve customer service processes and department systems.
• Partner with other areas of the organization to solve problems and improve the customer experience.
• Help shape the future growth and direction of the Technical Support department.

WHAT YOU WILL OWN

Great customer service starts with great people.

You will provide day-to-day leadership for the Technical Support team, including:

• Hiring, interviewing, and selecting team members.
• Scheduling and staffing to meet customer demand.
• Managing overtime and department coverage.
• Conducting performance reviews and providing ongoing coaching.
• Developing employees' technical, customer service, and sales capabilities.
• Building morale, recognition, communication, and employee engagement.
• Listening to employee concerns and taking action to support the team.
• Helping employees navigate work-related challenges.

Champion the Customer

You will help establish and maintain a culture where total customer satisfaction is everyone's responsibility.

You will:

• Ensure the department consistently meets customer service and company goals.
• Work directly with customers on unusual or complex situations.
• Find solutions that balance customer needs with consistent application of company policies.
• Develop a strong sense of ownership and accountability within the team.
• Ensure phone and electronic support coverage meets customer demand.
• Continuously look for ways to improve the customer experience.

Develop Technical Excellence

Customers expect answers. Your team needs the knowledge and tools to provide them.

You will ensure employees receive ongoing training in:

• Product knowledge
• Technical troubleshooting
• Telephone and communication skills
• Cross-functional processes and ISO requirements

You will develop, schedule, and conduct training while identifying opportunities to strengthen the team's capabilities.

Improve How We Work

The best customer support organizations don't simply answer today's questions—they find ways to prevent tomorrow's problems.

You will empower employees to identify opportunities to improve customer service processes, communication, and departmental systems.

You will also work across the organization to support ISO procedures, cross-training, product development, safety, quality, and other initiatives that improve the way we serve our customers.

WHAT YOU WILL BRING

We're looking for a customer-focused leader with a strong technical and business background.

You will bring:

• 5+ years of scale sales experience or related industry experience.
• 2+ years of supervisory experience.
• 1+ year of employee training experience.
• Strong interpersonal and relationship-building skills.
• Excellent verbal and written communication skills.
• Strong telephone and customer service skills.
• Excellent computer skills, including Microsoft Word and Excel.
• Experience with sales and database management systems.
• A collaborative, team-oriented leadership style.
• A valid Wisconsin Driver's License.
• A B.S./B.A. in Marketing, Sales, Business Administration, or a related field.

MORE THAN A MANAGER. BE THE DIFFERENCE.

For more than 80 years, Rice Lake Weighing Systems has built its reputation by putting customers first, developing innovative solutions, and empowering employees to make a difference.

We're looking for a leader who wants to be part of that tradition—but also help us build what's next.

Rice Lake Weighing Systems is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

Rice Lake Weighing Systems is a Substance-Free Workplace and requires pre-employment and for-cause drug screens.

#IND123

Travel Required

No .

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.