Rohde & Schwarz is home to in-depth engineering know-how and highly innovative and committed employees. We're recognized as a world market leader in wireless communications. We develop future-oriented products for many growth markets such as mobile phone technology, radiocommunications and digital television.
We are looking for a Customer Support Supervisor in our Columbia, MD Service facility. This person will lead a highly energized and fast-paced team that delivers timely, accurate and professional customer support. The supervisor will guide and develop the team to deliver support that exceeds customer expectations.
Customer Support Supervisor
- Lead, motivate and develop the customer support team to achieve best in class operating metrics by building a strong team and working cross functionally to enhance performance
- Maximize customer satisfaction by ensuring that the team provides outstanding and timely customer service. Monitor employee-customer interactions and coach the team to continuously improve in delivering exceptional service
- Monitor and assess operational trends and support queues. Appropriately load level workload to meet departments performance targets
- Take ownership of escalated issues and work with management to reach an effective resolution
- Provide backup support to the team during staff shortages, high volume activity or as needed
- Maintain favorable working relationships with employees through open communication, visibility, and involvement to promote a positive working environment that maximizes safety, employee engagement, productivity, and efficiency
- Continually analyze, identify and set expectations to motivate the team and to achieve objectives and goals
- Lead, promote, and facilitate continuous improvement activities while using problem solving and lean tools to drive change.
- Bachelor's Degree or equivalent work experience
- 6+ years work experience with 1+ year in supervisory/lead role
- Strong organization, communication and leadership skills
- Experience in Customer Support , Lean, Six Sigma and 5S a plus
- C4C or similar CRM software experience a plus
- SAP or similar ERP software experience a plus
Apply via E-Mail
If this sounds like the job you‘ve been looking for, please email your resume to Anne Cowper at firstname.lastname@example.org and reference job number US-BWI-50626635-001. Rohde & Schwarz is an equal opportunity employer.