Description:
At DMP, we don't just make security products—we build technology that helps protect people, businesses, and communities. For over 50 years, we've been designing and manufacturing innovative security solutions, and we're continuing to grow. We're looking for an experienced Technical Support Supervisor to lead our Technical Support team and help deliver the high level of service our customers have come to expect. In this role, you'll be more than a supervisor—you'll be a technical resource, coach, problem-solver, and customer advocate. You'll guide the team through complex troubleshooting situations, improve support processes, monitor performance, and create an environment where employees can learn, contribute, and succeed.
What You'll Do:
Provide day-to-day leadership, guidance, and support to the Technical Support team.
Help ensure customer calls are answered efficiently and on-hold times consistently meet department goals.
Assist Technical Support Representatives with challenging technical issues and answer calls when needed.
Develop and improve processes that increase troubleshooting efficiency, accuracy, and customer satisfaction.
Lead weekly team meetings to communicate expectations, discuss opportunities for improvement, and celebrate team successes.
Monitor department performance and provide weekly reports on key metrics and critical trends.
Review technician call transcripts in CRM software to ensure quality, accuracy, and adherence to support standards.
Coach, train, counsel, and provide ongoing feedback to team members.
Conduct employee performance reviews and support individual development.
Maintain department schedules to ensure appropriate call center coverage throughout operating hours.
Manage employee timecards and process time-off requests in a timely manner.
Escalate customer-reported issues when appropriate and follow established ECI processes.
Foster an open, collaborative environment where team members are encouraged to contribute ideas and help solve problems.
Support company policies and contribute to overall team and company success.
Perform other duties as assigned by management.
What We're Looking For:- Technical Expertise
- Advanced knowledge of DMP alarm systems, communications, and DMP software applications.
- At least 2 years of experience in alarm system installation, technical support, or a related field.
- Strong understanding of Technical Support processes and procedures.
Leadership & Communication:
Excellent listening, troubleshooting, and problem-solving skills with the ability to identify and resolve issues quickly.
Strong coaching and training abilities.
Ability to clearly explain technical information to a wide range of audiences.
Excellent verbal and written communication skills. Ability to remain calm, professional, and solutions-focused in high-pressure situations.
Strong attention to detail and a high degree of accuracy.
Team & Work Style:
Flexible, results-oriented team player.
Dependable, punctual, and committed to maintaining a positive work environment. Works effectively and cooperatively with colleagues across the department and company.
Open to constructive feedback and committed to continuous improvement.
Observing and adhering to DMP Data Classification Standard.
Why Join Us?
Our Technical Support team is an important part of the customer experience. As Supervisor, you'll have the opportunity to make a direct impact—not only by helping customers resolve technical challenges, but also by developing the people and processes behind exceptional support. If you're ready to bring your technical expertise and leadership skills to a company with a long history in the security industry, we'd love to hear from you. EOE/Vet/Disabled Requirements Onsite medical clinic for employee, spouse and family members, 18 and under living at home; Medical, Dental, 401k, Life Insurance, Short and Long Term Disability, paid vacation/holidays, plus some not so usual benefits like free security system, free UPS shipping, so you don't have to worry about self or family. Employee Type: FT Exempt
