JOB SUMMARY

The Service Support Supervisor is responsible for leading and coordinating the daily activities of the Technical Phone Support Engineers, Applications Support Engineers, and Service Coordinator team, The role ensures the efficient delivery of remote technical support, application expertise, and service coordination to Messer Cutting Systems customers while maintaining high standers of quality, responsiveness, and customer satisfaction. The Service Support Supervisor acts as a key escalation point and works closely with field service, engineering, parts, sales, and operations to support Messers cutting systems and automation solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Supervise and support the 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 closely 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 accurate documentation and service cases, troubleshooting steps, application recommendations, and resolutions within CRM and service management systems. Monitor service performance metrics such as response time, case backlog, resolution rates, and customer feedback; implement corrective actions as needed. Support the development, maintenance, and adherence to standard work instructions, troubleshooting procedures, and application guidelines. Assist with onboarding, training, and ongoing development of service support and applications personnel.

Conduct regular team meetings, performance reviews, and performance coaching to drive accountability and continuous improvement. Ensure compliance with company policies, safety standards, and quality system requirements. Identify recurring issues and customer trends, recommend processes, products, or training improvements to management. Support administrative oversight including time tracking, reporting accuracy, and service documentation standards. Participating in after-hours, on-call, or escalation support as required to meet customer and business needs.

SUPERVISORY RESPONSIBILITIES

This position has direct reports. Estimate of 8-12. Service Phone Support EngineersApplications Support EngineersService Coordinators

MINIMUM EDUCATION AND QUALIFICATIONS

Associate or bachelors degree in engineering, manufacturing technology, or a related field or equivalent industry experience. Minimum of 5 or more years of experience in industrial service, technical support, or applications support. Prior supervisory or ...