Technical Support Center Supervisor
Join the Future of Pharmacy Automation with ARxIUM!
Who We Are:
ARxIUM is a leader in pharmacy automation, offering innovative hardware and software solutions globally. With over 20 years of experience, we serve customers in North America, Europe, and Asia, and operate in Winnipeg, the Chicago area, and remotely across North America and Europe.
ARxIUM is proud to offer the successful candidate:
- Medical, dental, and vision benefits or Health Spending Account
- Company-paid life
- RRSP/DPSP
- Flexible work schedule and generous paid time off
- Employee referral program
- Competitive salary
Location: Winnipeg, MB (Hybrid)
Position Summary
Job Summary
The Supervisor, Technical Support Center leads the day-to-day operations of the Technical Support Center, ensuring timely resolution of customer issues and exceptional service delivery. This role supervises technical support staff, manages escalations, supports service level objectives, and drives team development and continuous improvement. The Supervisor works closely with Customer Care, Field Service, Engineering, Manufacturing, Supply Chain, and Quality teams to support customer success, strengthen technical capabilities, and maintain effective support processes and best practices.
Key Responsibilities
- Supervise, coach, and develop Technical Support Representatives, establishing KPI and metrics to track the team performance.
- Conduct regular one-on-one/product team meetings and performance reviews.
- Monitor employee productivity, quality, attendance, and adherence to schedules.
- Create development plans to improve technical and customer service skills.
- Support recruitment, onboarding, and training of new team members.
- Foster a positive, collaborative, and customer-focused culture.
- Manage day-to-day help desk operations to ensure service levels are achieved.
- Monitor queue volumes, staffing levels, and workload distribution.
- Ensure proper case ownership and escalation management processes are followed.
- Review and approve time-off requests while maintaining adequate coverage across all shifts.
- Coordinate after-hours support and on-call activities as required.
- Ensure customer issues are resolved professionally and efficiently.
- Act as first escalation point for critical customer situations and notify management of escalations.
- Communicate effectively with customers regarding high-priority incidents.
- Review complex technical issues and provide guidance to team members.
- Coordinate escalations between Tier 1, Tier 2, Tier 3, Engineering, and Field Service.
- Ensure accurate documentation of troubleshooting activities and resolutions.
- Identify recurring issues and recommend corrective actions.
- Represents ARxIUM in a professional manner in front of customers and external vendors.
- Conducts periodic status calls and meetings with customers and internal associates.
Key Skills
- CRM experience (Dynamics 365 preferred)
- Remote support and ticketing systems
- Proficiency with Microsoft Office, Windows OS, and networking concepts
- Experience with SQL, Oracle, and database platforms
- Reporting tools such as Power BI and Report Builder
- Strong leadership, coaching, and team-building skills
- Excellent communication, organization, and problem-solving abilities
- Ability to manage priorities, meet deadlines, and drive results
- Customer-focused with a commitment to service excellence
- Bilingual (English/French) is an asset
Education & Experience
- Associate's or Bachelor's degree in IT, Engineering, Business, Healthcare Technology, or a related field preferred
- 3-5 years of technical support, help desk, or customer support experience
- 1-3 years of supervisory or leadership experience
- Experience leading customer-facing technical support teams
- Familiarity with CRM, ticketing, and knowledge management systems
- Equivalent combination of education and experience will be considered
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
- Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing
- Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus
- 75% or more time is spent looking directly at a computer
- Associate is frequently required to stand, walk (or otherwise be mobile)
- Ability to deal with stressful situations as they arise