Categories: Manufacturing, Information Technology, Operations

Job Summary

The OT Support Center Supervisor (OneSupport) is responsible for the day-to-day operational performance of the OT Support Center. This role supervises support center staff, monitors workload and service levels, develops performance metrics, leads onboarding and training for entry-level roles, and assesses staffing needs based on call volume and work demand.

This position focuses on operational execution, people leadership, and continuous improvement within the OT support function.

Essential Job Duties and Responsibilities People & Performance Supervision

• Provide daily supervision and direction for support personnel

• Monitor individual and team performance against defined expectations

• Conduct performance feedback, coaching, and improvement plans

• Reinforce escalation discipline, communication standards, and support workflows

• Oversee daily call volume, alert volume, and work queues

• Ensure incidents and requests are handled within defined service levels

• Balance workloads across staff and shifts

• Act as the first escalation point for operational issues within the Support Center

• Develop and maintain performance metrics, including response time, resolution time, escalation rate, and repeat issues

• Track trends and report operational performance to OT leadership

• Identify process gaps, bottlenecks, and improvement opportunities

• Support standardization of support workflows and procedures

• Lead onboarding and training for entry-level support roles

• Ensure consistent training on tools, systems, and escalation paths

• Maintain training documentation and knowledge base materials

• Validate readiness of new hires prior to independent support work

• Assess staffing levels based on call volume and work demand

• Recommend staffing adjustments, shift coverage, or scheduling changes

• Support planning for future or expanded coverage models

• Stay updated with the latest industry trends, technologies, and best practices.

• Coordinate with vendors and suppliers for equipment procurement, installation, and repairs.

• Prepares various reports as required

• Performs other duties as required

Qualifications:

• Preferred Bachelor’s degree in Mechatronics, Communications, Information Systems, or other related field

• 3-4  years experience in Support Center, OT Systems / Advanced Manufacturing

• Preferred experience and knowledge of UFP's organization and culture

• Knowledge of Microsoft Office Components including Excel, Word, Outlook and Power BI.

• Proficiency in the use of the English language in reading, writing and speaking

• Ability to successfully interact and communicate with all organizational levels and the public, including leading large scale presentations to audiences with varying technical skills

• Ability to learn new computer software applications quickly

• Logical, process oriented nature

• Ability to communicate clearly via phone and email with customers and co-workers

• Ability to identify and pursue opportunities for improvement in business processes

• Must work out of one of the Company's locations or the Company's corporate office

• Travel expectation as needed

• Self-managing; works well under little supervision

• Highly motivated and enthusiastic

• Good interpersonal skills and good communicator

• Strong organization skills and detail oriented

• Be a team player and support the Company’s goals

• Conducts in a professional manner

• Ability to pass a drug test