Technical Staging Supervisor

About the role

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work-together

New Era Technology offers

• Full Benefits
• Medical
• Dental
• Vision
• 401(k) match
• Flexible Time Off (FTO)

Summary

The Technical Staging Supervisor will be responsible for providing support to customers as well as internal teams and will demonstrate strong network design, configuration and troubleshooting skills. The Technical Staging Supervisor coordinates with Engineering to maintain consistent staging production builds while achieving target margins and managing technical production.

The ideal candidate will possess a passion for customer service and maintain a true desire to deliver results with a sense of urgency, utilizing best practices, technical skills, technical experiences, common sense, and best judgment. The role is also responsible for supporting end-users by ensuring proper setup, operation, and maintenance of all devices necessary to accomplish business tasks.

Primary Duties

Manage the daily operations of the Staging Area and provide guidance and support to the Staging Technicians.

• Monitor service boards and work service requests or route to appropriate team members.
• Approach technical issues with root cause discovery and resolution in mind.
• Assist Pre-Sales with engineering bids and peer reviews.
• Manage resource scheduling, assignments, PTO and on-call.
• Process improvement projects.
• Provide technical guidance, expertise, and support to customers and internal technical teams.
• Act as a technical escalation point for logistics technicians and operations.
• Collaborate with colleagues to achieve superior customer service.
• Increase responsiveness and implement permanent resolution of issues by identifying trends in service histories.
• Create and publish documentation in the knowledge base.
• Contribute to and maintain system, installation, and configuration standards and procedures.
• Share newly acquired information with peers to improve support team capabilities.
• Comply with internal security controls and procedures for New Era Technology and customers.
• Provide mentoring and training of other technicians.
• Respond to customer and vendor questions and provide technical assistance and support.
• Document/log all activities including details on the end user, problem summary, solution summary, installation notes and job progress.
• Participate in project kick-off meetings and provide updates in team calls.
• Consult with assigned customers, vendors, sales members, engineers or other individuals to discuss and resolve issues for assigned customer's projects.
• Identify and escalate situations requiring urgent attention.
• Understand the company's corporate IT policies and report violations or concerns.
• Strive to understand budgets and contracts in place with assigned customers.

Experience

• 1-year technical schooling or 5 years of hardware and software technical experience
• Ability to work unsupervised requires critical decision-making skills
• Proactive technical and procedural trouble shooting skills. Understand how changing conditions affect the costs and benefits of various options. Strong ability to define the methods and conclusions of such trouble shooting activities. Identify ways to measure and improve system performance.
• Proficient written and verbal English communication skills. Ability to effectively communicate, present information, and respond to managers, employees, customers, and vendors in an intelligent, clear, concise, professional and grammatically correct manner. Utilize technical writing skills and standard tools such as Microsoft Office to illustrate and verbalize articulate communications.
• Ability to build collaborative relationships, understand and educate internal and external customers. Demonstrates the proper behavior, communication and interaction to meet internal and external customer needs and concerns. Respond to customer inquiries completely and promptly.
• Knowledge of: Networking, Cisco, Meraki, Fortinet, (switches, routers, AP's) Windows OS (10,11) Apple, Computer Hardware and Peripherals), Smartsheet, Word, Excel, Outlook and the Internet, aptitude to learn any platform on the fly.

Language Skills

Ability to read, understand, and interpret job-related documents, instructions, policies, and communications in English. Ability to communicate effectively in English, both verbally and in writing, with employees, customers, vendors, and other business partners, as applicable to the position.

Physical Demands

• Required to use hands and arms to type, pull, handle, feel, reach and/or squeeze
• Regularly required to stand, walk, climb, balance, stoop, kneel, or crouch; and perform work overhead
• Required to use a keyboard and a mouse for long periods
• Vision requirements include the ability to adjust focus and viewing a computer screen for the majority of the workday
• Ability to lift up to 50 pounds without assistance. The employee is occasionally required to lift up to 75 pounds
• Ability to handle multiple tasks simultaneously

Work Environment

• Work in a warehouse environment

• EXPECTED HOURS OF WORK: Full Time: Monday - Friday 8am - 5pm, plus overtime as needed.
• TRAVEL: None

ADA Statement

This job description is intended to describe the general nature and level of work performed and is not an exhaustive list of all duties, responsibilities, or requirements of the position. Duties and responsibilities may be modified, added, or reassigned based on business needs.