Supervisor, Technical Support

The Supervisor, Technical Support is responsible for overseeing the Technical Support Call Center and staff including technical services and management of the relationship with third party call center partners, focusing on industry leading service levels, transactional efficiency and cost management.

This position will serve our Phoenix Division, located in Litchfield Park, AZ.

• Directs the activities of the personnel under her/his direction to include phone queue prioritization, timely bill processing, assigning and distributing work and directing the resolution of customer complaints.
• Provides technical assistance to customers through collaboration with team members, internal teams, and channel partners.
• Administers company policies and procedures in all functions under her/his direction.
• Monitors personnel productivity to ensure acceptable customer service levels and plan necessary staffing changes.
• Exhibits a high level of diplomacy tact and service orientation to facilitate cooperation and goodwill when dealing with internal and external customers.
• Conducts call monitoring for quality assurance and training development plans.
• Takes ownership of customer complaints and acts accordingly to prevent reoccurrence of issues.
• Responds in writing to customer complaints as required.
• Provides direct supervision over Technical Support Specialists.
• Provides feedback, coaching and mentoring.
• Performs other duties as assigned.

• Technical Degree in Plumbing, HVAC, or Electrical & Building Construction.
• Understands basic management approaches such as work scheduling, prioritizing, coaching, and process execution.
• Typically requires broad job knowledge of technical or professional practices within assigned discipline acquired through advanced education combined with work experience.
• Typically requires a University Degree or equivalent experience and minimum of 5 years of prior relevant experience.
• Experience providing technical support in a call center.
• Providing work direction to others.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Demonstrates ability to work well with others in a matrix team environment.
• Experience in monitoring and recording performance.
• Demonstrates ability to lead and develop employees using call center metrics and call coaching best practices.
• Demonstrates ability to work well with others in a team environment.
• Must be capable of presenting information and responding to inquiries from internal/external customers.
• Strong analytical and reasoning skills--ability to define problems, collect data, establish facts, and draw valid conclusions.
• Knowledge of plumbing, HVAC, or electrical & building construction.
• Ability to communicate technical information to layman's terms.

As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING OTHERS, you will be expected to demonstrate the following competencies and behaviors:

• Aligning Performance for Success
• Applying Business Knowledge
• Building Talent
• Building Trusted Relationships
• Communicating with Impact
• Customer-Orientation
• Delegating Tasks
• Executing/Leading the Team
• Facilitating Change
• Fostering Relationships/ Emotional Intelligence
• Influencing
• Problem Solving & Decision Making
• Supporting Innovation
• Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

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