Product Support Supervisor

Sandvik Rock Processing Solutions is responsible for the sales and manufacturing of hydraulic attachments in the North American market.

Main Responsibilities

• Supervise department and personnel for warranty, rebuild, refurb, and repair
• The main point of contact for tech support and field support
• Administrate rebuild/refurb department, including scheduling, supervising, and reporting on KPIs
• Administrate warranty department, including approval/denial, processing, crediting, reporting on KPIs
• Development of personnel and procedures
• Work with internal and external teams as well as our North American dealer network
• Drive quality control based on warranty analysis
• Maintain a clean, organized, and safe work area

Required Competencies

• Excellent customer focus and are dedicated to improving customer satisfaction
• Experience with customer service, tech support, and/or other customer-facing roles
• Your well-developed communication and interpersonal skills enable you to communicate effectively and interact comfortably with colleagues
• Strong computer skills including Excel and Teams
• Experience with CRM, ERP, or similar systems
• Project management
• Time management
• Experience in scheduling and planning
• Experience with continuous improvement

Experience

• 5+ years of experience
• Management or supervision of personnel
• Good oral and written communication skills and the ability to speak and read English
• Scheduling, planning, and coordination
• Strong computer knowledge and skills
• Customer service, tech support, or similar