What We Need: Works as part of the Service Team to manage, and report on technical support activity that comes in through phone, email and chat. This position will be focused on ensuring that customer concerns and orders are handled in an appropriate and timely manner. What You'll Be Doing: Technical Support Supervisor rôle will include but are not limited to: + Monitor technical support teams availabilty on the phone. + Ensure orders are entered correctly. + Follow-up to make sure all orders are getting to the shipping Department. + Handle customer escalations. + Address employee performance issues. + Report department KPIs. + Monitor calls to ensure quality of technician communication. + Ensure all processes are communicated and are being followed. + Ensure phones are covered during employee absence. + Council team on improving their methods of handling support. What You Will Need To Be Successful: · Associate's degree or Technical Certificate Required, · Bachelor’s Degree preferred · Good Written and Spoken Language Skills · Good Interpersonal Skills · Good Customer Relations Skills · Good Vendor Relations Skills · Detail Oriented · Strong Organizational Skills · Minimum of 1 year of experience in the Engraving field required · Experience working on multiple projects at the same time About Us: Who we are: Gravotech has been a global leader in direct part marking and laser engraving since 1938. Gravotech machines are used by more than 60,000 customers around the world, from large consumer brands and industrial manufactures to professional engravers and small retail customers alike. In 2024, Gravotech joined Brady Corporation's global portfolio of brands. Brady is a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room - Brady is just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities. Gravotech products help enable Brady's full range of industrial identification solutions in industries around the world. We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2024, Brady employed approximately 5,700 people worldwide. Our fiscal 2024 sales were approximately $1.34 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com. Why work at Brady:A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth. And as a member of the Gravotech team, you'll get to represent a company with unique brand recognition across several industries. Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back. Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world. Our Benefits: + Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision + Generous 401(k) with company match + Paid time off and holidays + Opportunity to participate in incentive programs for all full-time employees + Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance + Education reimbursement opportunities + Scholarship program for children of Brady employees + A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities + Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management) + Dress-for-your-day dress code + Charitable contributions matched through Brady's Matching Gift program