Badger Meter is a leading global water technology company, with a mission to preserve and protect the world's most precious resource. For more than 100 years, cities and businesses have utilized our innovative and trusted solutions to enhance operational efficiency and conserve water while making it more affordable, clean and resilient. Just like every drop counts, at Badger Meter every employee counts because our contributions have a lasting impact on the world!
What You Will Contribute:
The Supervisor-Technical Support is responsible for managing a team of technical support specialists who are responsible for issue resolution of field-based products and the applications that support those products.
The Supervisor-Technical Support will consistently guide the team to prompt issue resolution and continuously demonstrate professionalism while maintaining a keen sense of quality and customer experience. This position requires close collaboration with the Manager- Technical Support and other functional teams to ensure the voice of customer feedback is properly directed, and any customer related questions addressed appropriately.
Job Duties:
Manage issue resolution utilizing the proper escalation process ensuring all customer inquiries receive responses in a timely and accurate manner.
Proficiently communicate technical resolutions to non-technical personnel
Direct supervision: manage, coach, and ensure proper training and development of all team members.
Work as a team member to provide direct support for product, application, and performance questions received from channel partners, direct customers, and internal Badger Meter employees. (including rotational after-hours emergency support responsibilities)
Consistently guide the team to prompt issue resolution and continuously demonstrate professionalism while maintaining a keen sense of quality and the customer experience.
Oversee the continuous improvement and achievement of department KPIs and S.M.A.R.T. goals which define service levels and standards (e.g. performance management system)
Identify and address staff training and coaching needs (e.g. product cross-training, systems and, customer care skills), implementing and maintaining a supervisor-led communication ongoing monitoring, coaching and training program, ID and secure subject matter experts as needed
Participate in service improvement projects and initiatives, including providing guidance on the systems and processes developed at Badger Meter that directly affect customer and partners.
Develop an understanding of the needs of customer and supplier departments within Badger Meter, developing strong and successful working relationships with peers
Education and Experience:
Bachelor's Degree in Computer Science, Engineering or related field.
5+ years of related experience in Supervision, Technical Support, Network Operations or Technical Product Support.
Qualifications:
Basic proficiency in Microsoft Excel, Word, and Outlook required
Prior supervision experience required
Experience in software and hardware product support required
Salesforce experience or familiarity with similar software required
Working Conditions:
Work is performed in an office environment and requires the ability to operate standard office equipment.
Requires prolonged periods of talking/listening.
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Competitive Total Rewards at Badger Meter:
Competitive Pay
Annual Bonus
Eligible for Annual Pay Increases
Comprehensive Health, Vision, and Dental Coverage
15 days Paid Time Off + 11 Paid Holidays
Two Ways to Save for Retirement: Badger Meter contributes 25 cents for every dollar you contribute to the plan, up to 7% of your eligible compensation. In addition to the match, the company will also contribute 5% of your eligible compensation to your Defined Contribution account on an annual basis. Additional access to a certified financial planner to help ensure your money is working for you, at no cost!
Employer Paid benefits including: Employee Assistance Program (EAP), Basic Group Life Insurance, Short Term Disability, and more
Educational Assistance - Tuition Reimbursement up to $5,250
Voluntary benefits including: Additional Life Insurance, Long Term Disability, Accident and Critical Illness coverage
Health Savings Account (HSA) & Flexible Spending Account (FSA) options
An Equal Opportunity/Affirmative Action Employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Applicants can learn more about their rights regarding equal opportunity in employment by viewing the federal "EEO is the Law" poster and the "EEO is the Law" poster supplement at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
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