Supervisor IoT Sensor Support

We are seeking a Supervisor to lead our IoT Sensor Support team, responsible for ensuring exceptional customer service, efficient issue resolution, and effective team management. The successful candidate will oversee a team of technical specialists, including a Team Lead responsible for scheduling IoT installations, and partner with internal stakeholders to drive business outcomes. Key responsibilities include but are not limited to:

• Manage and supervise the IoT Sensor Support team to achieve service level goals, ensuring efficient call volume handling and timely resolution of customer issues
• Oversee IoT installation scheduling, coordinating with the Team Lead and internal stakeholders to ensure seamless execution
• Serve as a key point of contact for resolving customer escalations and addressing client concerns, working closely with internal stakeholders to ensure timely and effective issue resolution
• Represent the Sensor Support team in project calls related to new products and process implementations, contributing to project management efforts
• Develop and implement processes to improve team performance, productivity, and customer satisfaction
• Lead, mentor, and develop team members to ensure they have the skills and support needed to deliver exceptional customer service
• Oversee administrative tasks, including equipment orders, RMAs, opt-outs, and account administration changes, such as address updates
• Conduct quality assurance audits to ensure team members are meeting quality and performance standards, and provide feedback and coaching to improve performance
• Ensure accurate and timely completion of tasks, and provide guidance and support to Sensor Support technicians as needed

Education and Experience

• College degree or equivalent work experience is required
• 3+ years’ customer service experience
• 1+ years prior supervisory experience or demonstrated leadership within a team environment
• Experience working in a customer-driven service industry call center environment

Knowledge and Skills

• Strong Leadership skills
• Strong communications skills, both verbal and written
• Strong customer service skills
• Working knowledge of Meshify IoT platform and Microsoft Dynamics 365 CRM
• Ability to multi-task in rapidly changing environment 
• Strong organizational and time management skills, with attention to detail and ability to prioritze tasks effectively

At The Hartford Steam Boiler, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.  

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are 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 protected veteran status.  The work environment characteristics, and any physical and mental requirements 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.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.  Other duties, responsibilities and activities may change or be assigned at any time with or without notice.