Support Center Supervisor

Date: Dec 22, 2021

Location: Austin, TX, US, 78728

Company: Dover Corporation

Job Requisition ID: 40920 

Department: Manuf. & Operations (DEPT_MFGOP) 


Dover Fueling Solutions (DFS), comprised of the most trusted names in the fuel industry, are global leaders in driving innovation for over 100 years. DFS, the industry's 1st end-to-end fueling solution, provides advanced fuel-dispensing equipment, including systems and payment, automatic tank gauging and wet stock-management solutions. The DFS business is comprised of industry leading brands including Tokheim, Wayne Fueling Systems, Fairbanks, ProGauge, ClearView and OPW Fuel Management Systems. We lead every market we serve with focused expertise, progressive thinking and customer-inspired innovation in order to push the boundaries of performance for our customers and shareholders. To learn more about DFS, visit www.doverfuelingsolutions.com. DFS is part of the Fluids segment of Dover Corporation (NYSE: DOV).


Position Summary:

Assigns the day-to-day activities to work group members, supervises operations of the Dover Fueling Solutions Help Desk area to ensure timely and accurate response to client inquiries and requests per customer service level agreements. In addition to an internal team, this role will work with leadership and service providers to deploy and support and analyze/escalate the help desk. Embrace a customer first and ‘no ticket left behind’ attitude. Excel at identifying and presenting opportunities to improve service.

Primary Responsibilities:

  • Supervises the training of staff members to ensure quality customer service.
  • Assigns work and addresses performance issues within prescribed guidelines.
  • Provides guidance to staff in resolution of difficult questions to ensure accurate technical support information.
  • Addresses customer dissatisfaction and analyzes causes to define corrective action strategy.
  • Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager.
  • Monitors the flow of work to ensure that customer service levels meet established service level agreements.
  • Monitors DFS Help Desk operation to ensure maximum functionality to adjust where necessary.
  • Assist with testing and development of new technology.


Qualification Requirements:

  • Bachelor's degree or equivalent combination of education and experience
  • Bachelor's degree in a related field preferred
  • Six or more years of customer service experience
  • Two or more years of leadership experience
  • Experience working with products and operating systems and customer service agreements in Fuel industry
  • Experience working with the escalation policy


Behavioral Requirements:

  • Human relations skills to select, develop, mentor, discipline and reward employees
  • Interpersonal skills for interacting with team members and clients
  • Organization skills and time management skills to balance and prioritize work
  • Analytical and problem solving skills
  • Communication skills
  • Ability to work in a team environment
  • Ability to work with external teams and stakeholders (company, partners, etc.) to achieve broader department goals
  • Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills
  • Strong desire to learn, grow, and add value


All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : Texas : Austin


Nearest Major Market: Austin

Job Segment: Manager, Technical Support, Help Desk, Information Technology, Management, Technology