TECHNICAL SUPPORT SUPERVISOR

Why Badger Meter?
 

Badger Meter is a leading global water technology company, with a mission to preserve and protect the world’s most precious resource.  For more than 100 years, cities and businesses have utilized our innovative and trusted solutions to enhance operational efficiency and conserve water while making it more affordable, clean and resilient.  Just like every drop counts, at Badger Meter every employee counts because our contributions have a lasting impact on the world!

What You Will Contribute:
 

The Supervisor-Technical Support is responsible for managing a team of technical support agents responsible for product and application support. The  Supervisor-Technical Support  will consistently guide the team to prompt issue resolution and continuously demonstrate professionalism while maintaining a keen sense of quality and customer experience. This position requires close collaboration with the Manager- Technical Support and other functional teams to ensure the voice of customer feedback is properly directed, and any customer related questions addressed appropriately. 

Job Duties:

• Manage issue resolution utilizing the proper escalation process ensuring all customer inquiries receive responses in a timely and accurate manner. 
• Proficiently communicate technical resolutions to non-technical personnel  
• Direct supervision: manage, coach, and ensure proper training and development of all team members.  
• Work as a team member to provide direct support for product, application, and performance questions received from channel partners, direct customers, and internal Badger Meter employees. (including rotational after-hours emergency support responsibilities)  
• Consistently guide the team to prompt issue resolution and continuously demonstrate professionalism while maintaining a keen sense of quality and the customer experience.  
• Oversee the continuous improvement and achievement of department KPIs and S.M.A.R.T. goals which define service levels and standards (e.g. performance management system)  
• Identify and address staff training and coaching needs (e.g. product cross-training, systems and, customer care skills), implementing and maintaining a supervisor-led communication ongoing monitoring, coaching and training program, ID and secure subject matter experts as needed  
• Participate in service improvement projects and initiatives, including providing guidance on the systems and processes developed at Badger Meter that directly affect customer and partners.  
• Develop an understanding of the needs of customer and supplier departments within Badger Meter, developing strong and successful working relationships with peers  

Education and Experience:

• Bachelor's Degree in Computer Science, Information Technology or a related field preferred

• 5+ years of related experience in Supervision, Help Desk, Customer Support, Technical Support or a related field desired

Qualifications:

• Basic proficiency in Microsoft Excel, Word, and Outlook required

• Salesforce experience or familiarity with similar software required

• Experience in software support required

Competencies:

• Execution: Ensuring others contribute to organization strategies by focusing them on the most critical priorities; measuring progress and ensuring accountability against those metrics.

• Aligning Performance for Success: Focusing and managing individual performance by helping others set performance goals, and then tracking results and evaluating performance effectiveness.

• Decision Making: Identify and understand problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choose the best course of action by establishing clear decision criteria, generating, and evaluating alternatives, and making timely decisions; take action that is consistent with available facts and constraints and optimizes probable consequences.

• Coaching: Engaging an individual in developing and committing to an action plan that targets specific behaviors, skills or knowledge needed to ensure performance improvement or prepare for success in new responsibilities.

• Delegation and Empowerment: Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decision-making responsibilities to individuals or teams with clear boundaries, expectations, support, and follow-up.

Working Conditions:

• Work is performed in an office environment and requires the ability to operate standard office equipment.

• Requires prolonged periods of talking/listening.

#EL123

Competitive Total Rewards at Badger Meter:

• Competitive Pay

• Annual Bonus

• Eligible for Annual Pay Increases

• Comprehensive Health, Vision, and Dental Coverage 

• 15 days Paid Time Off + 11 Paid Holidays  

• Two Ways to Save for Retirement: Badger Meter contributes 25 cents for every dollar you contribute to the plan, up to 7% of your eligible compensation.  In addition to the match, the company will also contribute 5% of your eligible compensation to your Defined Contribution account on an annual basis. Additional access to a certified financial planner to help ensure your money is working for you, at no cost!

• Employer Paid benefits including: Employee Assistance Program (EAP), Basic Group Life Insurance, Short Term Disability, and more 

• Educational Assistance – Tuition Reimbursement up to $5,250 

• Voluntary benefits including: Additional Life Insurance, Long Term Disability, Accident and Critical Illness coverage

• Health Savings Account (HSA) & Flexible Spending Account (FSA) options

An Equal Opportunity/Affirmative Action Employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Applicants can learn more about their rights regarding equal opportunity in employment by viewing the federal "EEO is the Law" poster and the “EEO is the Law” poster supplement at

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