Customer & Technical Product Service Supervisor

Hearth & Home Technologies is looking for a Customer Service and Technical Supervisor to join our Stoves Business Unit in Halifax, PA. We are the nation's leading manufacturer and supplier of hearth products, including a wide variety of gas, electric, wood and pellet burning fireplaces, inserts, stoves, and accessories. Headquartered in Lakeville, Minnesota, with distribution around the world, our innovative approach is supported by a business unit structure that allows us to develop and market products with a strong focus on customers' needs. Since 1996, we've been dedicated to connecting people through the warmth and comfort of our hearth products. As one of our four core business units, the Stoves Business Unit brings together top brands such as Harman, Vermont Castings, and Quadra-Fire, now united under one as Forge & Flame, alongside other stove brands. This unit focuses on delivering high-quality, reliable stove solutions, including wood, pellet, and gas models. The team you work with will be highly skilled and trained. The products and company you represent are best-in-class.

Key Responsibilities Culture:

Build team engagement built around accountability, teamwork, and growth. Provide coaching, recognition, and pathways for advancement Leadership standards: Own quality standards for customer care, escalation resolution, and KPIs Team development : Partner with Learning & Development to design and deliver onboarding, product knowledge, and skill-building for specialists

Performance :

Review and report on weekly/monthly service metrics; identify trends and implement corrective action to ensure positive outcomes across quality, productivity, and cost. Leverage third party vendor resources when needed Essential Functions Responsible for accurate and timely submission of the member timecards including management of time off requests for members Resolve escalated customer satisfaction issues Proactively address service concerns identified through data, call log information, dashboards, and claims information Assist in the development and deployment of tools to better identify trending customer concerns Identify root causes, propose corrective actions, and implement corrective action to ensure high quality of service to customers Actively promote the Rapid Continuous Improvement (RCI) culture within the department and participate in RCI projects Serve as a mentor to fellow Customer Service and Support Members at all levels Manage a department staffing plan for overall function coverage in partnership with other supervisors as applicable Minimum Requirements Bachelor's degree in business management or related field or equivalent combination of education and experience 3 or more years of technical product experience or customer service/call center experience Ability to communicate effectively (verbally and written) with all levels of the organization as well as external customers Demonstrated strong leadership, coaching, communication, interpersonal, problem-solving and organizational skills, including selection and development of members Strong customer focus with good conflict management skills and ability to handle stress and rapid change well Preferred Qualifications 2 years of hearth industry experience preferred Demonstrated evidence of achieving results in key performance measures (quality, deliver, cost, safety), including getting results through others Highly organized with the ability to prioritize and perform multiple tasks Ability to adapt to continuous improvement driven change with a positive attitude Business Process Improvement (BPI) Certified (Bronze/Silver) preferred Strong computer skills including familiarity with Windows and Microsoft Office (Word, Excel, PowerPoint, Outlook) Experience with software resources: Cognos, SalesForce, SharePoint, Kronos, Manage 2000 and Five9 CCASS Competitive compensation Salary range is $70,000 to $83,000