Why join AVIRE?
Do you have an entrepreneurial mindset? Do you like being part of high growth, high impact environments? Are you looking for an opportunity to provide your customers with consultative support--growing our business together? If you have answered yes to these questions, we should connect!
The Americas AVIRE team is looking for a highly driven, highly motivated individual to take us to new heights. In this role, you will be responsible for ensuring the team provides outstanding service support for our customers. You will be a part of a team of Customer Support Specialists, Customer Quotation Specialists, Regional Sales Managers, Technical Support Specialists, and Marketing Communications experts with the collective goal to provide the best customer experience in the industry, supporting our customers through every stage of the buying process. Further, you will be a part of a team that has a track record of delivering double digit compound growth while supporting each other. This position reports to the North America Customer Experience Manager.
Position Summary
As the Technical Service Supervisor, you will lead the daily operations of the Technical Services department, ensuring a seamless and responsive customer support experience. You will be responsible for developing scalable processes, managing key performance indicators (KPIs), and enabling a high-performing technical support team to deliver best-in-class service outcomes. This role combines technical depth with a passion for the customer, driving innovation, root cause resolution, and continuous improvement.
What you will do:
1. Operational Leadership: Direct day-to-day operations of the Technical Services team, ensuring technical issues are resolved promptly, accurately, and to customer satisfaction.
2. Customer-Centric SLAs: Define, implement, and monitor internal and external Service Level Agreements (SLAs) that enhance responsiveness, transparency, and trust with customers.
3. Team Collaboration: Foster a team environment by actively engaging in learning activities and rolling your sleeves up with the team to support calls during peak times.
4. Cross-Functional Quality Collaboration: Partner with Quality and Product teams to perform root cause analysis of issues and drive permanent corrective actions to reduce field failures and customer complaints.
5. Documentation & Technical Validation: Validate technical documentation and test plans in collaboration with Engineering and Product Management to ensure field-readiness and support accuracy.
6. Team Development & Coaching: Attract, develop, and retain technical talent; foster a high-engagement, learning-focused team environment through coaching, training, and career development.
7. Customer Support Metrics: Continuously monitor, analyze, and act on customer support metrics to elevate satisfaction scores and optimize resource allocation.
8. Stakeholder Engagement: Maintain strong working relationships with internal stakeholders across Tech, Sales, Engineering, Product, and Operations to align priorities and ensure customer needs are met.
9. Advanced Troubleshooting: Learn and apply expert-level technical knowledge to troubleshoot complex product issues, providing mentorship and escalation support.
10. Training & Enablement: Design and deliver technical and soft skills training programs to enhance team capability and maintain support readiness across changing product landscapes.
11. Tiered Support Implementation: Build and maintain a skills matrix to support tiered ticket handling and efficient case routing.
12. Other Duties: Support other tasks and responsibilities as needed or assigned to achieve business and team objectives.
We want someone who is:
Action-Oriented Curiosity : You readily take on challenges, and you identify and seize new opportunities. You have an outstanding history of delivering on your projects. You work on the problems that truly need solving, and you effectively challenge the organization to be better. You can cut through the clutter and focus on the priorities that align with organizational objectives.
Collaboration : You embrace the unique experiences, viewpoints, and abilities of your teammates and proactively engage those differences to come to the best possible outcome. Creating an effective tech support team is incredibly motivating to you, and you put your employees first recognizing that you succeed only when they succeed.
Empowerment : You thrive in an environment where you can make decisions. You do not shy away from taking a stand, and you recognize the importance of challenging the team to ensure that we strive for more. You also empower your employees to make decisions giving them the tools to do so successfully.
Accountability: You take responsibility for your actions, and you deliver on your commitments. You hold the members of your team to high standards while ensuring they have the support that they need to reach those lofty goals.
Inclusion: In all aspects of your work, you treat everyone with respect.
Performance Objectives
- Lead by Example- set a tone of excellence, empathy and accountability.
- Provide team support during core business hours: 7:30 AM – 5:30 PM CST.
- Provide team coaching and development with a customer centric mindset.
- Improve call resolution time based on data to improve customer experience.
- Develop and implement at least three process improvements quarterly to streamline operations and reduce inefficiencies.
- Ensure team meets target of individual process improvements quarterly.
- Build and implement SOPs for all critical processes in the department within the next six months, ensuring team compliance and alignment with company standards.
- Develop skills matrix to support tier calling within the department.
- Develop and enforce SLAs that improve customer satisfaction scores by 10% within the next fiscal year.
- Reduce call waiting times and make improvements in the current workflows to assist in customer resolution.
- Achieve and maintain call logs of team within set KPI’s.
Job Skills
- Strong technical knowledge and experience with the product offering
- Excellent communication and interpersonal skills
- Proven ability to effectively lead a technical team
- Experience coaching and mentoring technical professionals
- Excellent written, verbal, and interpersonal skills to work effectively with diverse groups of people both within, and outside, of the organization
- Ability to build and maintain relationships with internal and external stakeholders
- Strong problem-solving and troubleshooting skills
- Ability to effectively train, educate, and present technical information to both technical and non-technical audiences
- Experience with CRM systems and other sales tools is a plus
- Fluent in English
Qualifications
- Bachelor's degree in engineering, science, or a related field preferred; alternative combinations of experience and education will be considered
- 7+ years of experience in Technical Support or Technical Services roles, with at least 3 years in a leadership capacity
- Strong technical knowledge of products and systems within the industry
- Experience in electronics industry
Who is AVIRE?
AVIRE combines 4 market-leading brands (MEMCO, MICROKEY, RATH and JANUS) within the emergency communications and life safety industries. Each brand has a strong market presence, a unique identity, a distinct product range and a long, successful history. AVIRE has Manufacturing and R&D locations in 3 countries, Sales & Marketing in 7 countries, and employs approximately 400 people globally. AVIRE is committed to fostering a diverse and inclusive workplace, where all individual’s unique perspectives and capabilities are valued. We provide equal job opportunities to all applicants and promote fairness in our hiring process
AVIRE is part of the Halma group ( ). Halma bets on talent! We are looking for bright, ambitious people to join our team and stay for the long term. With over 45 businesses under its ownership, Halma is a great place to start, advance, or accelerate your career.
Avire is an equal opportunity employer.
Benefits
- Competitive base salary
- Participation in the company bonus plan
- Complete benefits package including health, dental & vision insurance, 401K, vacation, and generous parental leave
- Paid time off
- Professional development training opportunities
- Hybrid schedule with flexibility
How do I apply?
If you are interested in learning more about the company and this position, please send your resume to: