We are seeking a proactive and team-oriented supervisor to lead our Software Support team at Westfalia Technologies. As the Software Support Supervisor, you will oversee the daily operations of our software support team, ensuring that all customer support activities are performed efficiently and effectively. You will play a critical role in mentoring and supporting team members, while also ensuring our solutions meet customer needs with precision and high quality. Strong leadership and communication skills are essential, as you will coordinate with multiple teams across the organization to optimize support processes. This position offers a great opportunity to enhance team performance and customer satisfaction in a high-tech environment.
Job Functions:
- Oversee daily operations of the software support team, ensuring prompt and effective resolution of customer issues.
- Act as a mentor and leader for the support team, fostering professional growth and ensuring high levels of team performance.
- Serve as the primary escalation point for complex support issues, coordinating effectively with technical and non-technical teams to resolve them.
- Develop and implement strategies to enhance the quality of customer support and operational efficiency.
- Maintain a proactive approach to customer satisfaction, regularly reviewing feedback and adjusting strategies accordingly.
- Collaborate with development and engineering teams to align support services with customer requirements and product evolution.
- Ensure continuous improvement of support processes through training, technology adoption, and process optimization.
- Participate in cross-functional meetings, representing the support team to ensure alignment with broader company objectives.
- Availability to occasionally travel to customer sites to oversee complex or critical support scenarios. Expected travel: 0 – 6 weeks annually.
