Technical Support Supervisor

Viking Range, LLC

Technical Support Supervisor leading on-site and remote technicians for premium kitchen appliance support. Ensuring high-level diagnostics and customer experience while driving improvements in technical operations.

Posted 5/12/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

The Technical Support Supervisor leads a blended team of on-site and remote telephone support technicians for Composition Brands, overseeing consumer, dealer, and servicer-facing support for premium residential kitchen appliances.
This role ensures accurate diagnostics, high-end customer experience, and strong support for authorized service partners while driving continuous improvement across technical support operations.
Supervises and mentors a team of appliance technical support specialists handling inbound calls, emails, and escalations
Provides hands-on coaching in troubleshooting high-end refrigeration, cooking, and specialty appliances
Conducts performance reviews, quality monitoring, and ongoing technical training
Assists in hiring, onboarding, and cross-training team members
Identifies skill gaps and coordinates ongoing training for new and existing technicians
Acts as primary escalation point for complex or repeat appliance failures
Supports diagnosis of advanced systems including sealed systems, gas/electric cooking, and integrated refrigeration
Guides technicians and service partners through difficult repairs and uncommon failure scenarios
Interprets schematic diagrams, wiring diagrams, and service bulletins to resolve issues
Works closely with authorized service providers to ensure proper repair procedures and brand standards are met
Provides real-time technical assistance to field technicians
Partners with distributors, dealers, and internal teams to resolve service gaps
Manages service expectations for premium/luxury customers
Handles high-level customer escalations involving product performance, service delays, or repeat failures
Ensures white-glove level service consistent with Composition Brands expectations
Balances technical resolution with customer satisfaction and brand reputation
Evaluates support processes and implements improvements to enhance efficiency and customer satisfaction
Identifies recurring product issues and communicates trends to engineering, quality, and product teams
Contributes to service bulletins, troubleshooting documentation, and knowledge base updates
Supports rollout of new products with training and documentation
Recommends improvements to call flow, escalation handling, and service processes
Monitor KPIs such as call volume, first call resolution, escalation rates, and technician support efficiency
Manage team scheduling and coverage based on seasonal demand
Provide reporting and insights to leadership on support performance and product issues.

Requirements

What you’ll need

5+ years of experience in appliance technical support, preferably with premium/luxury brands
2+ years of experience leading technical support or service teams
Experience leading remote team members
Experience supporting both consumers and independent field service networks
Strong expertise with refrigeration systems (including sealed systems), cooking products (gas & electric ranges, ovens, cooktops), dishwashers, and specialty appliances
Proven ability to read and interpret wiring diagrams, schematics, and service manuals
Strong leadership and coaching ability
Excellent troubleshooting, root cause analysis, and critical thinking skills
Ability to manage escalations and difficult customer situations
Ability to effectively communicate with both technical and non-technical audiences
Experience with CRM / call center platforms and service ticket systems
Familiarity with technical documentation systems and service databases
Help maintain service continuity and team performance during periods of transition
Play a central role in supporting high-end product lines where expectations for service quality are elevated.

Benefits

Comp & perks

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Hard Skills & Tools

appliance technical supportrefrigeration systemscooking productssealed systemswiring diagramsschematicstroubleshootingroot cause analysistechnical documentationservice manuals

Soft Skills

leadershipcoachingcritical thinkingcustomer escalation managementcommunicationteam performance managementproblem-solvingmentoringcontinuous improvementcustomer satisfaction