NORMA Group · 5 hours ago
Technical Service and RMA Supervisor
Visalia, CA
Full-time
Hybrid
Senior Level
5+ years expNORMA Group is an international mid-sized corporation focused on growth and customer satisfaction. The Technical Service and RMA Supervisor leads the Technical Services and RMA teams, ensuring exceptional service and continuous improvement in customer interactions and technical processes.
Industrial EngineeringManufacturingMechanical Engineering
Responsibilities
Supervise, train, and mentor the Technical Service and RMA team to ensure high-quality service and adherence to department KPIs
Manage daily workload, case assignments, and team scheduling to maintain consistent service coverage
Provide direct coaching and development to improve communication, problem-solving, and technical expertise across the team
Manage retail and channel technical support requests, ensuring efficient resolution and consistent customer communication
Oversee and maintain a structured case management process to ensure timely tracking, follow-up, and closure of technical and RMA inquiries
Demonstrate the ability to adjust communication approach to accommodate various customer types homeowners, specifiers, contractors, and distributors communicating technical information in a clear and professional manner
Support customers, sales representatives, and business partners with technical inquiries related to product installation, troubleshooting, and applications
Ensure RMA requests are processed and resolved promptly by overseeing each case from initiation through completion
Identify additional business opportunities through project consultation and technical expertise related to green building, water conservation, and environmental trends
Lead continuous process improvement initiatives across Technical Services and RMA operations to enhance efficiency and customer satisfaction
Monitor performance metrics such as response times, case closure rates, and net promoter score, driving corrective action where needed
Collaborate cross-functionally with Engineering, Sales, Research & Development, Customer Service, and Production to resolve product or service issues and share customer feedback
Maintain and optimize ERP and Salesforce workflows, ensuring data accuracy and streamlined reporting
Create and maintain team documentation for service procedures, RMA workflows, and escalation processes
Qualification
Required
Bachelor's degree in Business, Landscape, or a related field, or an equivalent combination of education and experience
5–10 years of progressive management or supervisory experience in a customer service, technical support, or inside sales environment
Experience working with ERP systems and Salesforce CRM (administration experience preferred)
Excellent written and verbal communication skills with the ability to adapt to varied audiences
Strong leadership, interpersonal, and motivational abilities
Proven capability to analyze data, identify trends, and develop solutions
Demonstrated success in process improvement and structured case management implementation
Proficient in Microsoft Office Suite
Self-starter with the ability to work independently while keeping management informed of successes and critical issues
Strong organizational and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment
Preferred
Background in landscape, irrigation, or water management products strongly preferred
Ability to read and interpret product documentation, installation guides, and CAD drawings (preferred)
Company
NORMA Group
NORMA Groups is a global market and technology leader in Engineered Joining Technology solutions.
5001-10000 employees
H1B Sponsorship
NORMA Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown2011-04-08IPO
Leadership Team
Samir Shah
President/CEO - GLOBAL Water SBU and AMERICAS Region for Automotive, Industrials and Water
Kendall Michaud
CFO Norma Group SE, Member of the Executive Board
Recent News
2025-12-17
MarketScreener
2025-09-23
2025-09-23
Company data provided by crunchbase