Technical Support Supervisor

Responsibilities

• Balance managing a team engaged in calibration and repair activities while contributing hands-on to production work.
• Provide technical guidance and direction during unit troubleshooting; assist the team with issue escalation and cross-functional collaboration for problem resolution.
• Allocate tasks based on individual skills and workload; conduct performance evaluations; identify development needs; provide constructive feedback; and mentor team members for success.
• Manage attrition in alignment with Service team requirements; conduct interviews and participate in hiring.
• Participate in business reviews; lead, assist, and present project status updates.
• Provide robust, timely solutions to operational and technical challenges.
• Assist in the development and execution of team plans aligned with India service delivery objectives.
• Report operational performance metrics (e.g., BFT, Dashboards) per schedule; ensure targets are met or exceeded and initiate corrective actions as needed.
• Conduct ongoing coaching and review sessions with employees to ensure alignment with organizational goals, accountability, and motivation, utilizing the VCP framework.
• Ensure team adherence to organizational policies and guidelines.
• Drive process improvements, automation, and productivity gains.
• Serve as the first point of escalation for customers and internal partners; take ownership to resolve issues through collaboration, communication, and innovative problem-solving.
• Understand and enforce KGSO Quality norms.
• Develop team members technical skills aligned with KGSO India's future business plans; maintain and update the KGSO India Skill Matrix.
• Implement structured training calendars including assessments and sign-offs to close skill gaps.

Qualifications

• Bachelor's degree in Electronics Engineering or equivalent.
• Proven experience balancing team management with hands-on technical contribution.
• Strong leadership and mentoring skills.
• Excellent problem-solving and decision-making abilities.
• Familiarity with quality standards such as KGSO.
• Experience driving process improvements and operational excellence.