UFP Industries · 9 hours ago
Operational Technology Support Center Supervisor
Bartow, FL
Full-time
Onsite
Mid Level
3+ years expUFP Industries is seeking an Operational Technology Support Center Supervisor to oversee the daily performance of the OT Support Center. This role involves supervising staff, monitoring workloads, developing performance metrics, and ensuring operational efficiency within the support function.
AgricultureConstructionIndustrialManufacturingRetail
Responsibilities
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
Qualification
Required
3-4 years experience in Support Center, OT Systems / Advanced Manufacturing
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
Preferred
Bachelor's degree in Mechatronics, Communications, Information Systems, or other related field
Preferred experience and knowledge of UFP's organization and culture
Company
UFP Industries
UFP Industries manufactures and sells variety of products used in residential and commercial construction such as wood decks and lumbers.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Matt Missad
Chief Executive Officer
Webster Pat
President and COO - Retired
Recent News
2025-12-10
Business Wire
2025-11-08
2025-11-01
Company data provided by crunchbase