Technical Support Supervisor (Overnight M-Th- 8pm-6am)

  • Wilmington, MA, USA
  • Full-time

Company Description

Symbotic’s talented and diverse workforce develops disruptive robotic solutions for warehouse automation and supply chain transformation, drives results and focuses on customer satisfaction. Our modular and scalable solutions utilize existing space and high-speed robotics combined with proprietary software and technology. Since forming in 2007, Symbotic has grown to over 700 employees in North America and supports an impressive, high-profile customer base. We seek candidates who are passionate about our solution and approach problem solving with a creative mind and a commitment to excellence. If you seek a challenge and want to impact the way the world distributes product from manufacturers to store shelves, we invite you to join our team.

Job Description

The Technical Support Supervisor plans, manages and reviews the delivery of Technical Support Services that drive outcomes aligned to Service Level Agreements and Business Goals for both Internal and External Customers.  The Technical Supervisor is also an escalation point; ensuring the Customer (Internal or External) receives a World Class Support Experience and is directly responsible for not only the Team Members that are assigned, but for Shift performance, SLAs & desired outcomes.  The Technical Support Supervisor (Tier 2) will partner with other cross functional roles to ensure Customer Success Internally & Externally, with Symbotic services & support relationship management.  The Technical Support Supervisor also develops and expands strategic Customer relationships (Internally & Externally) to maintain our established SLAs, support and Customer Satisfaction. 

The Technical Support Supervisor will delegate escalations as needed but serve as the Point of Contact to all Internal and External Customers alike.  While “shift based” it is also expected that Leadership be on-call 24/7/365 and able to cover gaps in shift coverage as needed / required.  While the Technical Support Supervisor will be directly responsible for a Team of Technical Support Engineers along with other TSE’s that may be covering shift’s as needed, the Supervisor will be expected to not only manage their shift, but also provide feedback to respective Shift Supervisors.  

Qualifications

 (Overnight position Monday through Thursday - 8pm-6am)

  • Timely communication with Customers (Internal & External) concerning status of support issues
  • Prioritization of impacted / potential issues

1.        Escalation paths and determination of when to utilize and appropriate escalation paths including conference call bridge

  • Understanding Customer Business Impact

1.         Communicate cross-functionally and able to establish prioritization based on Customer SLAs

2.         Able to provide Executive Summary to Internal & External Customers upon request

Additional Information

Symbotic offers competitive compensation and a dynamic, growing company environment. Benefits include very comprehensive coverage for medical, dental, life, disability, flexible spending accounts, and more.

Symbotic is an equal opportunity employer. We do not discriminate based on age, gender, physical or mental disability, nation of origin, veteran status, religious beliefs, sexual identity or expression. Symbotic supports a diverse workforce and we are committed to a work environment free of discrimination and harassment, where all are treated with dignity and respect.