Technical Support Supervisor (Hardware)

Description

Job Summary: Technical Support Supervisor to oversee operations and ensure SLA compliance, managing the technical team and optimizing processes. Key Highlights: 1. Lead and supervise technical teams in the field. 2. Ensure the quality and efficiency of support services. 3. Develop and optimize technical service processes. Glory Global, a leading provider of Cash Management Technology Solutions, is seeking your talent as: **Technical Support Supervisor (Hardware) \- Tuxtla Gutierrez, Chiapas** **Job Objective:** Oversee technical operations in the assigned region, ensuring proper execution of corrective and preventive maintenance services, contractual SLA compliance, 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 or field support operations. * 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 SLA and operational commitments are met within the assigned region. * Supervise the proper execution of corrective and preventive services, maintaining quality standards. * Conduct on-site coaching and direct supervision 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 process improvement, technical performance enhancement, and operational efficiency. **Skills and Competencies** * Field personnel management. * Knowledge of technical service operations. * Oral and written communication skills. * Technical coaching and mentoring capabilities. * Proficiency in OFSC, JDE, ITSM, ERP. * Customer orientation. **We Offer** * Direct employment under a fully formalized scheme. * Statutory and above-statutory benefits. * Life insurance. * Grocery vouchers. * Travel allowances. * 50% vacation bonus. * 30-day year-end bonus. **Work Location** * Tuxtla Gutierrez, Chiapas. * Work mode: Remote work and recurring travel to nearby areas and 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.*