Technical Service and RMA Supervisor

NORMA Group•Visalia, CA

1d•Hybrid

About The Position

As part of an international mid-sized corporation with ambitious growth plans, an innovative mindset and high customer focus, NDS is looking for highly motivated and team-oriented individuals with eagerness to join our journey from good to great. Job Description Technical Service and RMA Supervisor Department: Customer Service Reports To: Customer Service Manager FLSA Status: Non-Exempt Last Updated: 11/5/2025 Job Overview: The Supervisor, Technical Service and RMA leads the Technical Services and Return Merchandise Authorization (RMA) teams, ensuring exceptional service to all customer types—homeowners, distributors, contractors, and specifiers. This position oversees daily operations, manages retail and channel technical requests, and drives continuous improvement across technical service and case management processes. The Supervisor provides leadership, coaching, and process guidance to enhance customer experience, ensure timely resolution of inquiries, and maintain compliance with company service standards. This position requires strong leadership skills, technical aptitude, and hands-on experience with ERP systems and Salesforce administration. The Supervisor plays a critical role in promoting customer satisfaction, improving efficiency, and supporting the company’s commitment to excellence in landscape, irrigation, and water management products.

Requirements

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.

Nice To Haves

Background in landscape, irrigation, or water management products strongly preferred.
Ability to read and interpret product documentation, installation guides, and CAD drawings (preferred).

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.