Customer Support Supervisor
Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.
HIGHLY SKILLED LEVEL:
Under limited supervision, is responsible for complex assignments which require a broad understanding of the discipline or function and all related areas. Exercises latitude in determining approach to work and/or use of procedures, policies, or processes. Work is typically only evaluated upon completion to ensure objectives have been met. May act as a lead and/or project leader. May provide guidance to other non-exempt personnel. Requires broad knowledge and skills in the discipline and related fields, in completing assignments in a creative and effective manner. Expected to mentor and transfer knowledge to more junior staff members. Provides solutions in resolving complex problems that may impact established policies and procedures. Frequently exercises judgment in interpreting procedures and practices and in recommending changes.