Hardware Technical Support Supervisor

Description

Job Summary: Supervise regional technical operations, ensuring efficient execution of maintenance services and compliance with SLAs, while managing and developing the technical team. Key Highlights: 1. Manages and leads field technical support teams. 2. Ensures the quality and efficiency of maintenance services. 3. Identifies opportunities for improvement in processes and technical performance. Glory Global, a leading provider of Cash Management Technology Solutions, is seeking your talent as: **Hardware Technical Support Supervisor \- Monterrey, NL** **Job Objective:** Supervise technical operations in the assigned region, ensuring proper execution of corrective and preventive maintenance services, compliance with contractual SLAs, and operational efficiency of the service technician team. **Requirements:** * Bachelor’s degree or Engineering in Electronics, Computer Systems, Mechanical Engineering, or related fields. * \+2 years of experience as a Supervisor in technical service operations or field support. * Knowledge of SLA management, KPIs, and service operations. * Proficiency in Office suite, ERP or ticketing platforms, Power BI. * Willingness to travel to nearby locations. * Valid driver’s license and standard vehicle operation skills. **Key Responsibilities:** * Ensure compliance with SLAs and operational commitments within the assigned region. * Supervise the proper execution of corrective and preventive services, ensuring quality standards. * Conduct direct supervision and mentoring of technicians through periodic field visits. * Monitor operational metrics, backlog, open *tickets*, and critical equipment to ensure service continuity. * Ensure technical quality of field interventions. * Promote operational discipline, accountability, and customer orientation within the technical team. * Identify opportunities for improvement in processes, technical performance, and operational efficiency. **Skills and Competencies** * Field personnel management. * Knowledge of technical service operations. * Oral and written communication skills. * Ability to provide *coaching* and technical mentoring. * Proficiency in OFSC, JDE, ITSM, ERP. * Customer orientation. **We Offer** * Direct employment under a 100% nominal scheme. * Statutory and above-statutory benefits. * Life insurance. * Grocery vouchers. * Travel allowances. * 50% vacation bonus. * 30-day year-end bonus. **Work Location** * Monterrey, Nuevo León. * Work modality: Remote work (home office) and frequent travel to nearby areas and Mexico City (CDMX). *At Glory Global Solutions, we believe in diversity and inclusion. We uphold equal opportunity without discrimination based on gender, race, age, religion, sexual orientation, or any other potentially exclusionary factor.*