Technical Support Supervisor

Responsibilities

• The Technical Support Supervisor leads a blended team of on-site and remote telephone support technicians for Composition Brands, overseeing consumer, dealer, and servicer-facing support for premium residential kitchen appliances.
• This role ensures accurate diagnostics, high-end customer experience, and strong support for authorized service partners while driving continuous improvement across technical support operations.
• Supervises and mentors a team of appliance technical support specialists handling inbound calls, emails, and escalations.
• Provides hands‑on coaching in troubleshooting high‑end refrigeration, cooking, and specialty appliances.
• Conducts performance reviews, quality monitoring, and ongoing technical training.
• Assists in hiring, onboarding, and cross‑training team members.
• Identifies skill gaps and coordinates ongoing training for new and existing technicians.
• Acts as primary escalation point for complex or repeat appliance failures.
• Supports diagnosis of advanced systems including sealed systems, gas/electric cooking, and integrated refrigeration.
• Guides technicians and service partners through difficult repairs and uncommon failure scenarios.
• Interprets schematic diagrams, wiring diagrams, and service bulletins to resolve issues.
• Works closely with authorized service providers to ensure proper repair procedures and brand standards are met.
• Provides real‑time technical assistance to field technicians.
• Partners with distributors, dealers, and internal teams to resolve service gaps.
• Manages service expectations for premium/luxury customers.
• Handles high‑level customer escalations involving product performance, service delays, or repeat failures.
• Ensures white‑glove level service consistent with Composition Brands expectations.
• Balances technical resolution with customer satisfaction and brand reputation.
• Evaluates support processes and implements improvements to enhance efficiency and customer satisfaction.
• Identifies recurring product issues and communicates trends to engineering, quality, and product teams.
• Contributes to service bulletins, troubleshooting documentation, and knowledge base updates.
• Supports rollout of new products with training and documentation.
• Recommends improvements to call flow, escalation handling, and service processes.
• Monitors KPIs such as call volume, first call resolution, escalation rates, and technician support efficiency.
• Manages team scheduling and coverage based on seasonal demand.
• Provides reporting and insights to leadership on support performance and product issues.

Requirements

• 5+ years of experience in appliance technical support, preferably with premium/luxury brands
• 2+ years of experience leading technical support or service teams
• Experience leading remote team members
• Experience supporting both consumers and independent field service networks
• Strong expertise with refrigeration systems (including sealed systems), cooking products (gas & electric ranges, ovens, cooktops), dishwashers, and specialty appliances
• Proven ability to read and interpret wiring diagrams, schematics, and service manuals
• Strong leadership and coaching ability
• Excellent troubleshooting, root cause analysis, and critical thinking skills
• Ability to manage escalations and difficult customer situations
• Ability to effectively communicate with both technical and non-technical audiences
• Experience with CRM / call center platforms and service ticket systems
• Familiarity with technical documentation systems and service databases
• Help maintain service continuity and team performance during periods of transition
• Play a central role in supporting high-end product lines where expectations for service quality are elevated.
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