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# Support Manager

- **Company:** Advanced
- **Location:** Lafayette, IN, United States
- **Experience:** Expert
- **Salary:** $85,391 - $113,855
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Applicant Tracking Systems, Microsoft Outlook, Issue Tracking Systems
- **Published:** November 14, 2026
- **Apply:** https://www.careerbuilder.com/job-details/support-manager-lafayette-in--3d40511d-683d-4175-9ac8-92d491439d27

## About the Role

Customer Service Management, Coaching, Performance Reviews, Performance Analysis, Maintain Compliance, Customer Escalations, ISO (International Organization for Standardization), Business Development, Safety Process, Process Improvement, · Bachelor's degree or equivalent from a four-year college; or equivalent combination of education and experience which provides the required knowledge, skills, and abilities.

· Five (5) years of supervisory experience or demonstrated ability to successfully supervise people and customer relations.

· Ability to: read and interpret documents such as operating instructions and procedure manuals; write routine reports and correspondence; speak effectively before groups of customers or employees; work with mathematical concepts such as probability and statistical inference; apply concepts such as fractions, percentages, ratios, and proportions to practical situations; solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; interpret and give a variety of instructions furnished in written, oral, diagram, or schedule form.

· Must be a team player, organized, self-motivated and able to prioritize. Must have comprehensive computer skills.

Desirable KSAs:

· Outstanding people and communication skills for interaction with customers, subordinates, and management.

· Proficient in the Windows operating environment and the following software: Microsoft Word, Excel, and Outlook.

Competencies:

· Communications

· Customer Focus

· Safety

· Judgement and Decision Making

· Business Acumen

Physical Demands and Working Conditions:

While performing the duties of this job, the employee is regularly required to stand; walk; use hands/fingers to handle, or feel; reach with hands and arms; stoop, kneel, crouch; and talk or hear. The employee is also required to use a telephone with headset for verbal troubleshooting, frequent use of a standard keyboard and computer to document calls in a ticketing system, and occasional use of other office equipment. The employee must occasionally lift and/or move more than 30 pounds. The employee is occasionally required to sit for long periods and use close and color vision. Work is typically performed in a moderately noisy business office.

## Description

· Accounts for expenses (such as labor, overtime, travel) of the assigned departments.

· Conducts coaching sessions with personnel as needed. Prepares performance evaluations, works with individuals on career planning, training, and skills development. Ensures compliance with hourly work rules. Provides input into hiring/termination decisions.

· Attends departmental and customer meetings as needed.

· Maintains regular interaction with management team and customers.

· Ensures all required reporting is completed.

· Utilizes multiple enterprise systems to conduct daily business within department.

· Makes personal follow up calls to all customer complaints. Escalation point for customer complaints.

· Adheres to all ISO processes, procedures, and policies.

· Develops and maintains business relationship with all ATS departments.

· Continually improves processes; quantitatively monitors processes. Completes required quality core classes and uses skills and techniques presented. Uses the Core Values in work environment. Ensures compliance with company/customer safety procedures.