Customer Technical Support Supervisor - Visalia, CA - NDS

    NDS
    NDS Visalia, CA

    6 hours ago

    $65,000 - $105,000 (USD) per year
    Description

    Job Overview:

    The Supervisor, Technical Service and RMA leads the Technical Services and Return Merchandise Authorization (RMA) teams, ensuring exceptional service to all customer types—homeowners, distributors, contractors, and specifiers. This position oversees daily operations, manages retail and channel technical requests, and drives continuous improvement across technical service and case management processes. The Supervisor provides leadership, coaching, and process guidance to enhance customer experience, ensure timely resolution of inquiries, and maintain compliance with company service standards.

    This position requires strong leadership skills, technical aptitude, and hands-on experience with ERP systems and Salesforce administration. The Supervisor plays a critical role in promoting customer satisfaction, improving efficiency, and supporting the company's commitment to excellence in landscape, irrigation, and water management products.

    Responsibilities:

    • Supervise, train, and mentor the Technical Service and RMA team to ensure high-quality service and adherence to department KPIs.
    • Manage daily workload, case assignments, and team scheduling to maintain consistent service coverage.
    • Provide direct coaching and development to improve communication, problem-solving, and technical expertise across the team.
    • Manage retail and channel technical support requests, ensuring efficient resolution and consistent customer communication.
    • Oversee and maintain a structured case management process to ensure timely tracking, follow-up, and closure of technical and RMA inquiries.

    Customer Support & Technical Expertise

    • Demonstrate the ability to adjust communication approach to accommodate various customer types homeowners, specifiers, contractors, and distributors communicating technical information in a clear and professional manner.
    • Support customers, sales representatives, and business partners with technical inquiries related to product installation, troubleshooting, and applications.
    • Ensure RMA requests are processed and resolved promptly by overseeing each case from initiation through completion.
    • Identify additional business opportunities through project consultation and technical expertise related to green building, water conservation, and environmental trends.

    Process Improvement & Collaboration

    • Lead continuous process improvement initiatives across Technical Services and RMA operations to enhance efficiency and customer satisfaction.
    • Monitor performance metrics such as response times, case closure rates, and net promoter score, driving corrective action where needed.
    • Collaborate cross-functionally with Engineering, Sales, Research & Development, Customer Service, and Production to resolve product or service issues and share customer feedback.
    • Maintain and optimize ERP and Salesforce workflows, ensuring data accuracy and streamlined reporting.
    • Create and maintain team documentation for service procedures, RMA workflows, and escalation processes.

    Position Requirements:

    1. Education: Bachelor's degree in Business, Landscape, or a related field, or an equivalent combination of education and experience.
    1. Experience: 5–10 years of progressive management or supervisory experience in a customer service, technical support, or inside sales environment.
    1. Licenses/Certifications:
    1. Knowledge, Skills and Abilities:
    1. Experience working with ERP systems and Salesforce CRM (administration experience preferred).
    2. Background in landscape, irrigation, or water management products strongly preferred.
    3. Excellent written and verbal communication skills with the ability to adapt to varied audiences.
    4. Strong leadership, interpersonal, and motivational abilities.
    5. Proven capability to analyze data, identify trends, and develop solutions.
    6. Demonstrated success in process improvement and structured case management implementation.
    7. Ability to read and interpret product documentation, installation guides, and CAD drawings (preferred).
    8. Proficient in Microsoft Office Suite.
    9. Self-starter with the ability to work independently while keeping management informed of successes and critical issues.
    10. Strong organizational and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.

    Work Conditions:

    • Hybrid schedule: Tuesday through Saturday, 7:00 AM to 4:00 PM PST.
    • Overtime: May be required as scheduled or as necessary per business needs and applicable law.
    • Must be able to adjust work hours or shifts to accommodate changing business requirements.
    • First 90-days will be in the Visalia Office.
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