Technical Customer Experience Supervisor

The Technical Customer Experience (TCX) Supervisor is responsible for overseeing the daily operations of the technical team.

Job Summary:

The Technical Customer Experience (TCX) Supervisor is responsible for overseeing the daily operations of the technical team, ensuring timely scheduling, job forecasting, and overall productivity while maintaining high customer satisfaction. This role requires strong leadership, technical knowledge, and the ability to manage customer communications effectively. The TCX Supervisor must ensure that all work orders, service requests, and maintenance contracts are completed efficiently and in line with company policies and customer expectations.

Key Responsibilities:

1. Technician Scheduling

• Manage a effective process of assigning jobs to technicians based on active work orders and resource availability.
• Ensure that technicians are advised of their schedule at least 24 hours in advance.
• Monitor adherence to schedules and adjust as necessary.

2. Job Forecasting

• Ensure the creation and maintaining accurate forecast schedules based on active work orders and due dates.
• Ensure all jobs are completed on time and within budget.
• Identify potential delays and proactively address scheduling conflicts.

3. Productivity Management

• Ensure technicians meet established work order completion rates.
• Track and report on job completion performance.
• Implement strategies to improve efficiency and reduce downtime.

4. Work Order Reassignment and Escalation

• Ensure that the process of auditing and reassignment of incomplete work orders is completed.
• Initiate corrective or disciplinary actions when necessary to prevent noncompliant activities.

5. Technician Management

• In collaboration with the Technician Supervisors, manage and support technicians to ensure high-quality service delivery.
• Align team member training and development needs with opportunities to enhance technical skills.
• ·        Conduct performance evaluations and provide feedback to coordinators and juniors.

6. Customer Management

• See to the maintenance of effective and continuous communication with customers throughout the engagement process.
• See to the timely confirming of schedules ahead of time, informing customers of any changes and updating stakeholders on job progress.
• Ensure high levels of customer satisfaction by addressing concerns within the stipulated SLA.

7. Maintenance of Standards

• Ensure adherence to company policies, procedures, and industry standards.
• Uphold service level agreements (SLAs) and customer contact timelines.
• Maintain accurate records of all work performed, including technician logs and customer interactions.

8. Customer Service Excellence

• Ensure all actions contribute to a superior customer experience.
• Ensure that all emails and communication requests are handled in alignment with established benchmarks.
• Ensure work orders are closed out within stipulated timeframes.
• Ensure that the preparation and issuing of quotations or proposals aligns with the established SLA.

9. Quality Control & Auditing

• Conduct periodic audits of service delivery processes to ensure quality and accuracy.
• Manage the work order queue and ensure proper documentation of job completion.
• Monitor customer satisfaction and implement improvements where necessary.
• Ensure that maintenance contracts are fulfilled in accordance with established agreements.

10. Safety & Compliance:

• Ensure full compliance within the department with local regulations, industry standards, and company safety protocols.
• Ensure that the required processes are in place to guarantee that existing systems are secure and reliable, minimizing vulnerabilities.

11. Any other Task

• As the operations of the business evolves and new technologies are adopted, utmost flexibility will be required to complete new/ additional tasks which may be assigned.