About the Role:
The Technical Services Supervisor will lead the service operations for Technogym, ensuring efficient technical support for both internal teams and external customers. This role is responsible for overseeing field technicians and installers, resolving technical concerns, and continuously improving service KPIs. The ideal candidate will have strong technical expertise, leadership experience, and a passion for customer satisfaction.
Key Responsibilities:
Main KPIs: First Call Resolution, Backjob Rate, Average Response Time, Average Resolution Time
Service Operations
Provide onsite or online technical support to field technicians and customer service teams.
Review service reports and proactively schedule necessary follow-up calls.
Respond to client concerns and technical inquiries in a timely and professional manner (via phone or email).
Identify recurring product or service issues and escalate to the Service Manager or brand principal as needed.
Ensure work tools and equipment are used responsibly and maintained in compliance with company guidelines and safety protocols.
Team Management
Monitor technician performance and enforce proper discipline, ethics, and work practices.
Ensure continuous learning and skill development of field technicians and installers through training programs.
Maintain a strong and productive working culture aligned with Focus Global’s standards.
Reporting & KPIs
Establish and monitor key technical service metrics (FCR, response/resolution time, job completion rate).
Drive process improvements and efficiency in service delivery.
Cross-functional Collaboration
Coordinate with the Customer Service team to ensure after-sales concerns are resolved effectively.
Work with the Service Manager to implement service strategies and escalate complex technical issues.
What We're Looking For:
Degree in Electrical or Mechanical Engineering or a related technical field.
At least 3-5 years supervisory experience in a similar role, preferably in major home appliances or related technical products.
Strong technical knowledge and problem-solving skills.
Experience in managing field teams and complex service operations.
Excellent communication, time management, and organizational skills.
Ability to work cross-functionally and drive operational excellence.
Join Focus Global Inc. and help us deliver the premium service experience that matches the quality of our brands. Apply now and bring your leadership and technical expertise to a team that values growth, performance, and customer satisfaction.