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The Product Support Team Supervisor is a high-velocity, forward-thinking leader responsible for driving operational excellence, proactive client engagement, and perpetual process improvement. This role champions a culture of immediate client urgency while actively engineering friction out of our operations. By identifying workflow bottlenecks, automating repetitive processes, and aggressively leveraging in-house Artificial Intelligence (AI) tools, you will elevate team throughput and ensure world-class support for our aerospace and defense clients.
Key Responsibilities
High-urgency Leadership and Client Responsiveness: Lead from the front to instill a sharp sense of urgency across all programs, ensuring the team meets and exceeds aggressive client timelines and Service Level Agreements. Act as the primary technical lead for escalated issues, rapidly resolving complex customer problems while maintaining an unflappable, solutions-oriented demeanor. Maintain transparent, high-impact communication with clients, program managers, and directors regarding team metrics, performance milestones, and critical blocker resolution. Run structured daily standups to optimize team workload distribution, maintain data quality, and guarantee rigorous quality assurance (QA) on all deliverables.
Automation, AI Integration and Process Evolution: Move past the 'first-in, first-out' mindset; actively evaluate the service desk architecture to identify manual tasks, eliminate redundant workflows, and implement automated solutions. Actively champion and integrate in-house AI tools into daily workflows to accelerate ticket resolution, optimize data analysis, and scale team capabilities. Analyze system data and ticket trends to uncover root causes of recurring discrepancies, turning data points into proactive, long-term system fixes. Author and maintain dynamic, clear technical documentation and instructions to upskill team members and streamline self-service resolutions.
Cross-functional Collaboration and Team Coaching: Serve as a dedicated coach to your team members, actively mentoring them in technical agility, rapid problem-solving, and the adoption of internal AI tools. By fostering a culture of continuous learning, you will empower individual contributors to take ownership of their workflows and scale their technical capabilities. Simultaneously, you will build strong partnerships with peer supervisor across the department and company-wide synchronizing operational strategies, sharing automation insights, and breaking down traditional silos. Together, you will balance workloads and collaborate on department-wide process improvements to ensure a seamless, high-velocity support ecosystem for our teams and clients.
Position Requirements
Education: Bachelor's degree (BA/BS) in Computer Science, Information Systems, Mathematics, Engineering, or a closely related technical field.
Industry Experience: 2+ years of hands-on experience in aerospace, supply chain, configuration management, or aircraft/engine maintenance environments.
Technical Ecosystems: Familiarity with modern Information Technology Service Management ticketing tools, data analytics platforms, and basic query/batching logic (e.g., SQL).
Continuous Improvement Mindset: Proven track record of moving operations forward through change enablement, workflow automation, or technical optimization.
Communication and Relationships: Exceptional verbal and written communication skills, with the distinct ability to translate deep technical anomalies into clear, business-friendly insights for clients and executives.
Compliance: Must be willing and able to pass a background investigation, drug screening, and the mandatory P&W Legal Check.
Work Conditions
Schedule: 40-hour work week. To ensure strong team integration and alignment, the first 90 days are entirely on-site. Thereafter, a hybrid schedule is available (minimum of 3 in-office days required).
Travel: Occasional travel may be required to support client programs or corporate initiatives.
Physical Demands: Standard office environment tasks, including sitting for extended periods and operating standard computer hardware.