> Markdown version of [/jobs/ext/1822488-supervisor-technical-assistance-center](https://www.wearedevelopers.com/jobs/ext/1822488-supervisor-technical-assistance-center). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Supervisor, Technical Assistance Center - **Company:** Boston, Inc. - **Location:** Arden Hills, MN, United States - **Experience:** Expert - **Salary:** $71,500.0 - $135,800.0 - **Contract:** Permanent contract - **Skills:** Customer Interaction Management (Software), Knowledge Management, Microsoft Dynamics, Salesforce.Com, Data Analytics, Servicenow - **Published:** July 30, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/17762414?backUrl=%2Fcareer%2F17762414%2FSupervisor-Technical-Assistance-Center-Minnesota-Arden-Hills ## About the Role Bachelor's degree in Business, Engineering, Operations, or a related field, oranequivalent combination of education andworkexperience. * 5+ yearsofpeopleleadershipexperienceleading customer service, technical support, help desk, or contact center teams. * Demonstrated success coaching and developing high-performing teams. * Strong customer relationship management and problem-solving skills. * Experience managing customer escalations and complex technical support issues. * Proficiencyusing customer service metrics, dashboards, and reporting to drive operational improvements. * Excellent communication, organizational, and cross-functional collaboration skills. * Ability to work flexibletimeswithin call center hours. Preferred Qualifications * Experience in a technical service, medical device, manufacturing, or regulated industry. * Bilingual inEnglish andSpanish and/or Portuguese (spoken and written) * Knowledge of workforce management and contact center technologies. * Experience with CRM platforms (Salesforce, Dynamics, ServiceNow, or similar). * Lean, Six Sigma, or continuous improvement experience. * Familiarity with quality systems and regulatory requirements within a technical or healthcare environment. ## Description We'relooking for a people-first leader to oversee our Technical Assistance Center, delivering exceptional customer support and technicalexpertisefor our global equipment portfolio. As the Supervisor of the Technical Assistance Center,you'lllead a high-performing team focused on resolving complex customer issues, driving operational excellence, and creating outstanding customer experiences. This role is a key member of the Equipment Service leadership team and partners closely with Sales, Engineering, Field Service, Marketing, Quality, and international teams to continuously improve service delivery,optimizesupport operations, and develop talent. Your Responsibilities Include: Lead and Develop a High-Performing Team * Inspire, coach, and develop a team of technical support and customer service professionals. * Foster an inclusive, collaborative, and accountable team culture focused on continuous learning and customer success. * Conduct regular performance conversations, career development planning, and coaching to help employees reach their full potential. * Support employee engagement, retention, and succession planning. Drive Customer Experience Excellence * Ensuretimely, high-quality support for customers across our global equipment portfolio. * Lead resolution of complex customer escalations whilemaintaininga strong customer-first mindset. * Monitor customer satisfaction metrics andidentifyopportunities to enhance the overall customer experience. * Champion continuous improvement initiatives that simplify processes and improve service delivery. OptimizeTechnical Support Operations * Oversee daily Technical Assistance Center operations, including workforce planning, scheduling, and resource allocation to meet customer demand. * Develop, implement, and continuously improve support processes, workflows, knowledge management, and service documentation. * Establish andmonitorkey performance indicators (KPIs) such as response time, resolution time, first-contact resolution, customer satisfaction, and service quality. * Leverage data and analytics toidentifytrends, improve operational efficiency, and support strategic decision-making. Partner Across the Organization * Collaborate with Engineering, Field Service, Sales, Marketing, Quality, and Product teams to resolve technical issues and improve products and services. * Lead internal escalation reviews and communicate effectively with stakeholders throughout issue resolution. * Support new product launches, process improvements, and organizational initiatives. Ensure Quality and Compliance * Promote a culture of quality, compliance, and continuous improvement aligned with company policies and applicable regulatory requirements. * Ensure team members receiveappropriate trainingandmaintainrequired documentation. * Support quality initiatives and process standardization across the Technical Assistance Center. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) - [Building Talent Acquisitions Teams](https://www.wearedevelopers.com/videos/1496-building-talent-acquisitions-teams) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [How Data is Shaping our Games](https://www.wearedevelopers.com/videos/176-how-data-is-shaping-our-games) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)