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Hammerton · 3 days ago

Customer Experience & Technical Support Supervisor

Salt Lake City, UT

Full-time

Onsite

Mid Level

Hammerton is a leading American designer and manufacturer of custom decorative lighting. They are seeking a customer-focused service professional to oversee the Customer Experience and Technical Support Group, responsible for delivering a high-touch luxury customer experience and managing service processes.

Home DecorLightingManufacturingProduct Design

Hiring Manager

Stephanie Nugent

Responsibilities

Ensure high-touch, luxury customer experience through digital and face-to-face communication

Own customer-facing messaging for service, ensuring complex or sensitive information is communicated clearly, professionally, and at the right level

Make sound decisions in ambiguous situations, balancing customer satisfaction, internal constraints, cost, policy, and precedent

Think clearly and communicate professionally under pressure

Lead troubleshooting and resolution of complex technical issues related to lighting products, installations, and field conditions

Travel to job sites as needed to diagnose, repair, install, or support high-impact service issues

Creates reimbursement requests and gains approval from CEO on all electrical invoices

Maintain smooth and effective service operations by cross-functionally aligning expectations, ensuring requests are achievable, and addressing internal issues before they affect the customer experience

Navigate conflict adeptly and communicate constructively across teams

Partner with Manufacturing and Quality to investigate issues and improve outcomes for customers

Be a steward of service data, ensuring accuracy, consistency, and usefulness

Define and track KPIs; use data to investigate trends, inform decisions, and improve efficiency and effectiveness

Champion continuous improvement efforts to improve efficiency and customer experience. Support their adoption and documentation and training across teams

Develop resources for internal teams and customers to support the use and maintenance of lighting productions

Ensure coverage, appropriate prioritization, and continuity of service operations

Serve as a subject matter expert for lighting systems, providing guidance and training to your team on troubleshooting, installation, and product specifications

Support onboarding personnel development, and knowledge transfer as the team evolves

Qualification

Technical customer supportTroubleshooting complex issuesData analysisKPIsProcess managementCross-functional collaborationPrioritization skillsCommunication skillsCollaboration skillsOrganization skills

Required

High School Diploma required

Experience in technical customer support or service operations, preferably in a manufacturing, electrical, or related technical environment

Strong technical aptitude with the ability to troubleshoot complex issues and explain solutions clearly

Demonstrated success in developing and managing process across teams

Proven ability to make sound decisions, manage ambiguity, and operate independently

Strong communication, collaboration, organization, and prioritization skills

Comfort working with data, KPIs, and service systems to drive accountability and improvement

A valid driver's license is required

Requires the ability to access elevated work areas, including the safe use of ladders and scaffolding and to work in active job-site settings

Work may involve light to moderate physical activity and exposure to environmental conditions typical of manufacturing facilities and construction or installation sites

Requires the ability to stand, walk, kneel, crouch, and reach for extended periods while troubleshooting or supporting installations

Will require lifting and handling lighting component, tools, or materials

Potential travel up to 15%

The ability to lift up to 50lbs