Objective
The Electronic Systems Support Supervisor oversees the day-to-day operations of the Technical Support team, ensuring efficient resolution of customer issues, high-quality service delivery, and adherence to company standards. This role involves mentoring and developing support staff, managing workloads, monitoring performance metrics, and collaborating with other departments to improve processes and customer satisfaction.
Essential Functions include the following. Other duties may be assigned.
Leads and mentors a team of technical support specialists handling hardware and softwareinquiries
Oversees troubleshooting and resolution of complex issues involving electronic hardware, firmware, and companion softwareManages daily operations including workload distribution, shift scheduling, and coverage for peak hoursOversee the Technical Support shared email inboxEnsures all support cases are documented accurately and resolved within defined SLAsManages ticketing systemEnsures compliance with warranty policies, return authorization procedures, and company standardsHandles and resolves escalated Technical Support issuesSupervises Technical Support full employment cycle (hire, train, manage, terminate)Focuses on training and developmentIdentifies skills gaps; creates training programs and coordinates technical workshops or cross-training sessions to promote knowledge growth within the teamConducts regular team meetings, performance reviews, and one-on-one coaching sessionsConducts checks for assessmentCreates and maintains the Technical Support knowledge base, troubleshooting guides, and standard operating proceduresMonitors KPIsProvides detailed reports on support metrics, recurring product issues, and customer trendsCollaborates with other departments to resolve customer issuesWorks with engineering, quality, repair, and sales teams to manage escalations andcustomer feedbackCoordinates with engineering regarding advanced troubleshootingPartners with engineering to stay current on new product releases and updatesFosters a culture of accountability, teamwork, and continuous improvement
Supervisory Responsibility
This position supervises the Technical Support team.
Position Type/Expected Hours of Work
This is a full-time position. The hours of work are expected to coincide with the Company’s normal business hours, Monday-Friday. Responsible for overseeing after-hours support via company provided
phone.
Required Education and Experience to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required
High school diploma or GED required. Associate’s degree in Electronics, Electrical Engineering, Computer Science (or equivalent technical experience) preferredMinimum two years’ customer service experienceMinimum two years’ supervisory experienceStrong understanding of electronic hardware, firmware, and related software applicationsFamiliarity with Microsoft Office desktop software applications (i.e. Outlook, Excel, Word, PowerPoint)Proficiency in using diagnostic tools and ticketing systemsAbility to work both independently and in a collaborative team environmentExcellent communication, leadership, and problem-solving skillsCompany DescriptionRadio Engineering Industries, Inc. (REI) is a family-owned industry leader in designing, engineering, and manufacturing transportation electronics for more than 200 vehicle manufacturers. We provide our customers with integrated, customized solutions that include innovative software and hardware products. At REI, we value health and financial well-being along with nice-to-have extras to support a better work/life balance while being part of a growing, innovative, and stable organization. Additionally, at REI, we pride ourselves in having a comfortable and casual setting so our employees can successfully engage with our customers (internally and externally).Company DescriptionRadio Engineering Industries, Inc. (REI) is a family-owned industry leader in designing, engineering, and manufacturing transportation electronics for more than 200 vehicle manufacturers. We provide our customers with integrated, customized solutions that include innovative software and hardware products. At REI, we value health and financial well-being along with nice-to-have extras to support a better work/life balance while being part of a growing, innovative, and stable organization. Additionally, at REI, we pride ourselves in having a comfortable and casual setting so our employees can successfully engage with our customers (internally and externally). Read LessReporting to the Field Service Manager, the Field Service Supervisor is responsible for the day-to-day operations of all Field Service Technicians. Daily operations include but are not limited to assigning work, tracking progress and measuring performance. This supervisor will need to work closely with various subject matter experts, managers and supervisors to provide real-time information and support to technicians in the field.
Essential Functions include the following. Other duties may be assigned.
Supervise daily activities of Field Service techniciansOrganizes and prioritizes work to meet department and customer demands promptly, accurately, and efficiently.Administrative dutiesPerformance managementResource managementTraining and developmentProject supervisionEnhancing productivity
Supervisory Responsibility
This position supervises the Field Service technicians.
Position Type/Expected Hours of Work
This is a full-time position. Hours of work are expected to coincide with the Company’s normal business hours, Monday-Friday.
Required Education and Experience to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
3-5 years’ work experience as a Supervisor or equivalent.High School diploma or equivalent required. Bachelor’s degree or equivalent work experience preferred.Detail oriented with excellent written and oral communication skills.Demonstrated leadership supervising people.Proficient with the Microsoft Office suiteAbility to think strategically.Ability to work independently in a fast-paced environment
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Travel
10% domestic travel to client sites
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards with occasional visits to customer sites. Environment may vary depending on customer’s location: could include cold or hot weather.
Company DescriptionRadio Engineering Industries, Inc. (REI) is a family-owned industry leader in designing, engineering, and manufacturing transportation electronics for more than 200 vehicle manufacturers. We provide our customers with integrated, customized solutions that include innovative software and hardware products. At REI, we value health and financial well-being along with nice-to-have extras to support a better work/life balance while being part of a growing, innovative, and stable organization. Additionally, at REI, we pride ourselves in having a comfortable and casual setting so our employees can successfully engage with our customers (internally and externally).Company DescriptionRadio Engineering Industries, Inc. (REI) is a family-owned industry leader in designing, engineering, and manufacturing transportation electronics for more than 200 vehicle manufacturers. We provide our customers with integrated, customized solutions that include innovative software and hardware products. At REI, we value health and financial well-being along with nice-to-have extras to support a better work/life balance while being part of a growing, innovative, and stable organization. Additionally, at REI, we pride ourselves in having a comfortable and casual setting so our employees can successfully engage with our customers (internally and externally). Read Less