Job description

Summary Description
The Technical Support Supervisor has the responsibility of setting up of systems, tool, and processes for the PowerChokes Customer Product Delivery and Support Services group. They direct 3rdParty, cross functional & subordinate employees’ activities that drive the company to provide superior support to both internal and external customers.

Essential Functions:

• Setup & Manage 24/7 Technical Support Hotline – Power Chokes 24/7
• Setup simple ticket management system for support issues @ each level
• L1 - Basic Product Support
• L2 - In-Depth Technical Support
• L3 – Expert Product & Service support - Manage L3 support with Engineering / Commissioning
• L4 – Problems OUTSIDE of the Orgs responsibility – Hand off / monitor 3rd Parties
• Develop L0 Support resources – Customer self-help via PowerChokes website
• Manage / Inform / Hand off customer issues with account managers for support issues
• Manage a 24/7 on call program with resources within Power Chokes
• Interface with Engineering on complex issues
• Coordinate 3rdparty support & commissioning resources at international repair centers
• Product Alert & Notices – Customer implementation with Sales
• Product Obsolesce management – with Engineering
• Product Code Updates – Control & HM
• Manage Product Delivery – Complex & larger system Orders
• Pre-quotation & quotation survey Information & estimations with Sales / Engineering / Manufacturing departments.
• Provide scope definition
• Product / System Delivery (With Engineering & Manufacturing)
• Product Logistics & Delivery (With Customer)
• Field Commissioning
• Customer On-Site training
• Manage other support staff as needed within group
• Supervisor and co-ordinate international commissioning team

Qualifications and Education Requirements

• 5-10 Years Work Experience
• Trade, Technical or Technology Education certificate or Degree preferred
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Basic Project Management skills
• Thorough understanding of maintenance and repair procedures
• Proficient with Microsoft Office Suite or related software.
• Ability to read and interpret engineering drawings and schematics
• Ability to operate power tools and hand tools.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to remain professional in any situation

Preferred Skills

• Good work ethic, attendance, reliability and able to work under stress in a fast pace environment
• Mechanical or Electrical Engineering Degree a plus but not required
• API 6A valves / chokes Field Experience or Hazardous area control system experience
• Oral and written comprehension, expression, recognition, and clarity
• Ability to read and interpret engineering drawings and schematics
• Read and write English, bi-lingual Spanish is a plus

Job Competencies

• Thorough understanding of API 6A Product line and how it works
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to read and interpret engineering drawings and schematics
• Ability to operate power tools and hand tools.
• Strong analytical and problem-solving skills.

Job Type: Full-time

Pay: $52,629.50 - $130,738.51 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime

Ability to commute/relocate:

• Houston, TX 77065: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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