Residential Tech Support Supervisor

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world's leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Tasked with the responsibility of supervising all areas involved with and pertaining to: Sales order entry and processing; Customer Service call center; Customer Service database; Interdepartmental communication; and Supervision of Customer Service Representatives.

• Provide daily direction, communication and support to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Monitors calls to observe employee's demeanor, technical accuracy and conformity to company policies.
• Manage new account set up and assignment.
• Manage sales order entry.
• Manage sales order backlog.
• Assist in resolution of customer service/customer issues.
• Participate in the resolution of credits and returns.
• Manage collection of customer information necessary for department functionality.
• Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provide performance reviews, coaching, and corrective action on a regular basis to customer service reps.
• Assist with employee training and resource development as required.
• Work on special or on-going projects that are important to customer service continuous improvement.
• Study and standardize work procedures and processes to improve departmental efficiency.
• Insure that communication link is strong between Customer Service and other departments.
• Represent the Customer Service Department as needed on cross functional teams to address company issues as they arise.
• Responsible for general housekeeping and maintenance of working area.
• Other duties as assigned

• Bachelor's degree in related field
• 3+ years of related work experience
• 4+ years of supervisory/ leadership experience
• Excellent computer skills in MS Word, MS Excel, E-mail and Windows.
• Proven leadership skills, the ability to develop and motivate a team, the ability to communicate effectively to a variety of audiences, and the ability to provide support and direction.
• Responds promptly to customer feedback and requests for service and assistance.

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.\

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In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.