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PURPOSE

The Supervisor of the Inside Support Specialist Group is responsible for the daily supervision of a Single Point of Contact centralized support center. The supervisor will help to ensure the Inside Support Specialists are trained and have access to the appropriate tools to provide SMC customers with technical support while adhering to corporate objectives.

ESSENTIAL DUTIES

• Ensure the expeditious delivery of accurate and courteous technical customer service at the departmental level.
• Take action to implement or make recommendations for the improvement of service levels.
• Promote customer self-service programs and tools in every applicable instance.
• Ensure that employee base is properly deployed to maximize productivity.
• Identify and close training gaps at the departmental level to ensure the delivery of quick, courteous, and effective customer support.
• Ensure adherence to systemic boundaries and operational guidelines/policies.
• Ensure acquisition, retention, and improvement of employees at the departmental level via continual proactive training and mentoring efforts.
• Provide reports and/or information in written and verbal form as requested, and at predefined intervals.
• Identify and implement measures to reduce operational costs within designated area of responsibility.
• Identify and escalate to manager, opportunities to reduce operational costs outside of designated area of responsibility.
• Directly and indirectly interact with internal/external customer base to resolve escalated issues related to order management, products, and services.
• Proactively interact with Sales Management to understand local, regional, national, and global market conditions/needs.
• Assume role and responsibilities of manager in his/her absence.
• Participate in the development and management of budgets at the departmental level.
• Conduct regularly scheduled employee evaluations.
• Provide Corrective Action Notices to designated employee base on an as needed basis.
• Take action to separate or make recommendations to separate employees on an as needed basis.
• Provide departmental representation and leadership for the development or execution of corporate projects.
• Execute additionally assigned tasks and responsibilities as prescribed by manager.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• Sustained posture in a seated position for prolonged periods of time.
• Work in a fast-paced office environment.
• Work in a warehouse environment to support both customer needs and corporate projects on an as needed basis.
• Travel to SMC locations and customer locations.

MINIMUM REQUIREMENTS

• Bachelor's degree in a related field or equivalent and relevant work experience.
• Two (2) years’ experience in an SMC customer support role, part of which is in an official supervisory capacity.
• Excellent communication (oral and written) and problem-solving/troubleshooting skills.
• Demonstrated leadership ability within a team-oriented environment.
• Ability to successfully complete the SMC ISS Technical Training modules.
• Ability to maintain an advanced knowledge of SMC operational systems and processes.
• Ability to maintain a general understanding of SMC sales strategies, sales goals, and sales tools.
• A clear understanding of SMC business models and practices.
• Strong time management and multitasking skills.
• Demonstrated ability to maintain integrity, composure, and confidentiality during and after engaging in compromising situations.
• A working knowledge of various computer applications/functions (i.e. spreadsheet, word processing, Internet navigation).

SMC Corporation of America is a part of a global organization that supports our customers in every industrialized country and is the U.S. subsidiary of SMC Corporation based in Japan. Since its establishment, SMC has been a leader in pneumatic technology, providing the various industries with technology and products to support automation based on the guiding principle of “contributing to automation labor savings in industry.” Over the past 50+ years, SMC's products have become established as a recognized international brand through sales, technical, supply and after sale services in world markets. Sales have grown to achieve a 30% global market share.

Subsidiaries and joint ventures have been setup in a total of 53 countries. Production facilities are located in 30 countries. In addition, a sales network extends throughout 83 countries, with local services in 500 locations. SMC offers technology accumulated through the years, engineers that bring it to life in new products, production capacity which can deliver a variety of products in a short time, and an extensive sales network in the U.S. and throughout the world.

With its goal of ever more advanced automation, and using its many achievements as a base, SMC is developing high-quality, highly reliable products to contribute to automation in industry, as well as in familiar areas of everyday life.