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Service Supervisor - Support Team

**Department:** Service

**Location:** Duluth, GA

About the role: (https://apply.hrmdirect.com/resumedirect/ApplyOnline/Apply.aspx?req\_id=3468268&source=3468268-CJB-0)

The Service Support Supervisor is responsible for overseeing the Service Support Team and ensuring the efficient execution of key aftersales functions. This role plays a critical part in delivering exceptional customer satisfaction by managing and guiding a team dedicated to high-quality service delivery. Core responsibilities include supervision of service sales activities, warranty claim processing, customer reimbursements, third-party payment handling, supplier contracting, and addressing initial customer inquiries. The Service Support Supervisor is instrumental in driving team performance, enhancing operational efficiency, and maintaining a seamless and customer-focused aftersales experience.

Primary Responsibilities:

+ Organize, allocate, and coordinate all activities of the Service Support Team to ensure efficient day-to-day operations.

+ Monitor team performance, evaluate workload distribution, and make adjustments as needed to optimize productivity.

+ Review and approve employee requests and transactions within the system, ensuring compliance with company policies.

+ Hire, onboard, train, and, when necessary, manage the termination process for team members.

+ Continuously assess and improve current processes to eliminate non-value-added activities and enhance operational efficiency.

+ Keep team KPIs updated and regularly reviewed to track performance and identify improvement areas.

+ Establish action plans with team members to achieve individual and team KPI goals, providing guidance and support as needed.

+ Organize training programs for team members and monitor progress through recurrent follow-up meetings.

+ Implement training programs and procedural changes, as necessary, to support improved team performance.

+ Provide regular feedback and propose actionable solutions to management for ongoing improvement.

+ Promote a strong customer service mindset within the team, ensuring every interaction upholds high service standards

+ Promote collaboration and teamwork to enhance team dynamics and performance.

+ Support increased team effectiveness by implementing tools, standardized procedures, and targeted training programs.

+ Handle various administrative tasks to ensure smooth internal communication and alignment within the department.

+ Collaborate with supervisors and managers across departments to strengthen interdepartmental communication and coordination.

+ Participate in special projects and initiatives aimed at driving departmental improvements and innovation.

Education: (minimum education or equivalent in relevant experience)

Associates degree in business administration or equivalent

Knowledge / training:

+ Process Flow Mapping.

+ Training facilitator.

+ Project Management.

+ Proficiency with departmental procedures.

+ Demonstrates effective organizational skills.

+ Accounting/Finance strong knowledge.

+ Manages an appropriate volume of work with minimal difficulty.

+ Intermediate level of MS Excel, required.

+ Advanced level of SAP, required.

+ Six Sigma and Lean Manufacturing.

+ Negotiation.

Experience:

+ 5 years of related experience.

About WEG Electric Corp.

WEG is the largest industrial electric motor manufacturer in the Americas and one of the largest manufacturers of electric motors in the world producing more than 21 million units annually. Founded in 1961, WEG operates mainly in the sector of capital goods, having five main businesses: Motors, Energy, Automation, Coatings Transmission & Distribution, providing global solutions for electric motors, variable frequency drives, soft starters, controls, panels, transformers, and generators. The US corporate office is located in Duluth, GA with manufacturing units in Minnesota, Indiana and Missouri with over 30 thousand employees worldwide. Visit our website to learn more: www.weg.net

We offer a pleasant work environment, competitive compensation and full benefits package. To Apply: All candidates must submit an updated resume and complete our application in order to be considered for this position. You must be authorized to work in the United States. WEG does not offer visa sponsorship for this role.

_We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran, or other protected status._