Supervisor, Technical Service (Hot Side)
About the position As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority . That’s key. But we’re also looking for unique enthusiasm, high integrity, courage to embrace change…and if you know a few jokes, that puts you on the top of our list! Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We’re more interested in passionate people with fresh ideas from different backgrounds. That’s what keeps us at the top of our game. We’re proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain’s Fast 50 list ten times. We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years. If you’re ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let’s chat – Apply Today! The Supervisor, Technical Service , is responsible for supervising the daily operations of the Inside Service Technician (hot side) team, as well as coaching and developing team members . This person will d evelop and implement quality procedures to ensure the highest level of customer service !
Responsibilities
- Supervise the daily operations of the technical support team : answer customer calls and emails, troubleshoot technical issues, and resolv e customer complaints .
- Coach and develop team members by guiding them on technical support procedures and best practices .
- Develop and implement quality procedures to ensure the highest level of customer service, including : monitoring performance, tracking metrics, and innovating existing processes .
- Effectively c ollaborate with other departments to ensure that technical support needs are met .
- Represent the technical support team to customers, vendors, and other stakeholders .
Requirements
- You have at least 1 year of mentorship, Team Lead, or Supervisor experience
- You exhibit stellar organizational skills, multi-tasking skills, and computer skills
- Your customer service skills are top notch – you know how to effectively communicate with customers in a variety of settings.
- You exhibit strong technical skills, including the ability to troubleshoot and resolve technical issues.
- You have excellent coaching and interpersonal skills.
- Your positive attitude is infectious, and you know how to gain trust and respect from your team!
- You can work independently but thrive in a fast paced, deadline-driven, team-oriented environment!
- You’re an all-star communicator and are proficient in both written and verbal English .
- You have a quality, high speed internet connection at home .
- You're available to work M-F between the hours of 8 :00 AM – 4 :30 PM (CST) / 9:00 AM - 5:30 PM (EST) with flexibility as needed .
Benefits
- Parts Town Pride – check out our virtual tour and culture!
- Quarterly profit-sharing bonus
- Hybrid w ork schedule
- Team member appreciation events and recognition programs
- Volunteer opportunities
- Monthly IT stipend
- Casual dress code
- On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
- All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away – don’t worry, we’ve got you covered.