Top 7 Technical support supervisor Jobs in Elgin, Il

Customer Service Manager
NVENIA —Wood Dale, IL
- $99,775 - $122,800 a year
- Full-time
- Oracle
- 5 years
- Mid-level
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Incident Manager
Lorsiv Technologies Inc. —Lisle, IL
- Weekends as needed
- Mid-level
- Continuous improvement
- Training & development
FSQA Customer Support Manager
OSI INDUSTRIES, LLC —Aurora, IL
- $97,644 - $146,466 a year
- Ability to walk for extended periods
- 5 years
- Computer literacy
- 401(k) matching
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Technical and Customer Relations Manager
ALVEST EQUIPMENT SERVICES USA —Des Plaines, IL
- $95,000 - $115,000 a year
- Full-time
- Computer science
- Microsoft Excel
- Microsoft Outlook
Manager, Instructional Design - eClinical
Cloudbyz —Naperville, IL
- Full-time
- Bachelor's degree
- Senior level
- Communication skills
Customer Business Manager - Food Service
Winland Foods, Inc. —Oak Brook, IL
- $93,000 - $138,000 a year
- Full-time
- Remote
- Microsoft Word
- Up to 50% travel
- 5 years
- Health savings account
- AD&D insurance
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10h
AI Enablement Manager
Crowe —Oakbrook Terrace, IL
- $87,200 - $179,500 a year
- Full-time
- Presentation skills
- Bachelor's degree
- Mentoring
Quick Apply
11h

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Customer Service Manager

NVENIA -
Wood Dale, IL

Quick Apply

Job Details

Full-time
$99,775 - $122,800 a year

Qualifications

Customer communication
Managing teams in a customer support role
Customer order taking
Frontline customer support management
Managing clients in a customer support role
Team development
Supervising experience
Sales management systems proficiency
Telephone systems
Logistics order management
CRM system proficiency
Call center management
Manufacturing company experience
Team motivation (leadership skill)
Team building
Analytics

Full Job Description

POSITION SUMMARY

We are seeking an experienced and results-driven Manager of Customer Service to lead our customer service representative (CSR) team. This role is responsible for overseeing day-to-day operations of a mid-sized call center environment, developing and coaching a high-performing team, and driving exceptional customer experiences in a complex, engineered-to-order (ETO) manufacturing environment. The ideal candidate brings a deep understanding of custom order processes, variable lead times, and technical product inquiries — and knows how to build a team that handles them with confidence and care.

ESSENTIAL RESPONSIBILITIES

Team Leadership & Performance Management

Lead, coach, and develop a team of Customer Service Representatives in a call center environment of 15–25 agents
Set clear performance expectations, conduct regular 1:1s, and deliver timely, constructive performance reviews
Develop and implement training programs to improve product knowledge, order management proficiency, and customer communication skills
Foster a positive team culture grounded in accountability, continuous improvement, and customer focus

Call Center Operations

Manage daily call center operations including staffing, scheduling, queue management, and escalation handling
Monitor and analyze key performance metrics (AHT, FCR, CSAT, abandonment rate, SLA adherence) and drive improvement initiatives
Develop and maintain standard operating procedures (SOPs) and call-handling guidelines
Partner with IT and operations leadership on telephony platforms, CRM systems, and workforce management tools

Engineered-to-Order Customer Support

Serve as the customer-facing escalation point for complex order inquiries, including lead time, configuration changes, order status, and technical clarifications
Collaborate closely with engineering, production planning, sales, and logistics teams to manage customer expectations and resolve order issues proactively
Ensure CSRs are equipped to communicate order timelines, change order implications, and customization constraints clearly and accurately
Champion process improvements that reduce order-related friction and improve on-time delivery communication

Customer Experience & Continuous Improvement

Own the customer satisfaction program including CSAT/NPS tracking, feedback analysis, and action planning
Identify trends in customer complaints and order issues; surface root causes and drive cross-functional corrective actions
Lead or support implementation of new tools, processes, or systems that improve CSR efficiency and customer experience

POSITION SPECIFIC COMPETENCIES

People Leadership — inspires trust, develops talent, and holds teams accountable with consistency and fairness
Customer Orientation — relentlessly focused on delivering a positive customer experience even in complex, technical situations
Operational Discipline — manages metrics, processes, and systems with rigor and a continuous improvement mindset
Cross-Functional Collaboration — builds strong relationships with engineering, operations, sales, and logistics to solve problems quickly
Adaptability — thrives in dynamic environments with shifting priorities, order complexity, and evolving customer needs

POSITION REQUIREMENTS

5+ years of progressive customer service experience, with at least 2 years in a management or supervisory role
Demonstrated experience managing teams in a mid-sized call center environment (15–50 agents)
Background in an engineered-to-order, configure-to-order, or custom manufacturing business
Strong understanding of order management lifecycles, including quoting, order entry, production coordination, and delivery
Proven track record of building and developing high-performing customer service teams
Proficiency with CRM and call center platforms (e.g., Salesforce, Zendesk, Five9, Genesys, or similar)
Excellent written and verbal communication skills; able to translate technical details into clear customer-facing language
Strong analytical skills with experience using call center metrics to drive performance and process improvements

PREFERRED QUALIFICATIONS

Experience in an industrial, machinery, packaging, capital equipment, or similarly technical product environment
Familiarity with ERP systems (SAP, Oracle, Epicor, Infor, or similar) and order management workflows
Bachelor’s degree in Business, Operations, Communications, or related field — or equivalent combination of education and experience
Six Sigma, Lean, or other continuous improvement training a plus

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to stand for a minimum of 8 hours per day. The employee is frequently required to grasp, handle, and feel objects, control and manage tools, and use hands and arms. The employee is occasionally required to walk, stoop, kneel and crouch. The employee must occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. The noise level in the work environment is usually moderate but at times loud. While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function.

ADDITIONAL INFORMATION

nVenia is a packaging machinery manufacturing and service organization widely known to have the widest selection of packaging technology under one roof and is dedicated to providing our distributors and end-users the highest quality product and support.

nVenia brings Duravant packaging leaders Arpac, Hamer-Fischbein and Ohlson Packaging together to create next-level packaging equipment integration and innovation. One name, in one location, with one shared focus: our customers and the problems we need to solve.

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Refine Your Search

technical support supervisor jobs in elgin, il

Customer Service Manager

Incident Manager

FSQA Customer Support Manager

Technical and Customer Relations Manager

Manager, Instructional Design - eClinical

Customer Business Manager - Food Service

AI Enablement Manager

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