Sensitech, a Carrier company, is a global leader in supply chain visibility solutions. We provide innovative monitoring and tracking technologies that help customers protect sensitive products and optimize their cold chain operations worldwide. Our commitment to quality, innovation, and customer satisfaction drives everything we do.
Summary
We are seeking an experienced Technical Support Coordinator to lead our Technical Support Services team. In this role, you will be responsible for managing a team of technical support professionals, ensuring the timely resolution of customer inquiries, driving service excellence, and collaborating with cross-functional teams to improve product quality and customer satisfaction.
The ideal candidate combines strong leadership skills with technical expertise and a customer-first mindset. You will play a key role in supporting global service initiatives, managing escalations, analyzing field failures, and continuously improving support processes.
Key Responsibilities
- Lead and develop a team of Technical Support professionals through coaching, performance management, training, and succession planning.
- Ensure timely and effective resolution of customer inquiries, technical issues, and escalations while maintaining high levels of customer satisfaction.
- Provide daily direction to the support team and support global service initiatives to meet departmental goals and service level agreements (SLAs).
- Act as the primary liaison between customers and internal teams including Quality, Engineering, Product Management, and Operations.
- Analyze field failures, customer complaints, and service data to identify trends and drive continuous improvement initiatives.
- Develop and maintain troubleshooting documentation, support procedures, service metrics, and performance reporting.
- Support new product introductions and ensure compliance with company quality standards, ISO requirements, and established processes.
Required Qualifications
- Proven experience leading or supervising a technical support, customer service, or service operations team.
- Minimum 5 years of experience in a customer-facing technical support environment.
- Strong leadership, communication, coaching, and stakeholder management skills.
- Demonstrated analytical and problem-solving abilities with a focus on continuous improvement.
- Experience working with ERP, CRM, and business reporting systems, with strong proficiency in Microsoft Office applications.
- Knowledge of software applications, hosted solutions, and technical troubleshooting methodologies; bilingual communication skills are an advantage.
What We Offer
- Opportunity to lead a high-performing technical support team within a global technology organization.
- Collaborative and innovative work environment.
- Professional development and career growth opportunities.
- Competitive compensation and benefits package.
- The chance to contribute to products and services that support critical global supply chains.
Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Pay Range:
€33,696.00 - €69,500.00
