Technical Service and RMA Supervisor
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Job Location:
Visalia, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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 typeshomeowners 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 companys commitment to excellence in landscape irrigation and water management products.
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.
Customer Support & Technical Expertise
- 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.
Process Improvement & Collaboration
- 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.
Position Requirements:
- Education: Bachelors degree in Business Landscape or a related field or an equivalent combination of education and experience.
- Experience: 510 years of progressive management or supervisory experience in a customer service technical support or inside sales environment.
- Licenses/Certifications:
- Knowledge Skills and Abilities:
- Experience working with ERP systems and Salesforce CRM (administration experience preferred).
- Background in landscape irrigation or water management products strongly 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.
- Ability to read and interpret product documentation installation guides and CAD drawings (preferred).
- 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.
Work Conditions:
- Hybrid schedule: Tuesday through Saturday 7:00 AM to 4:00 PM PST.
- Overtime: May be required as scheduled or as necessary per business needs and applicable law.
- Must be able to adjust work hours or shifts to accommodate changing business requirements.
- First 90-days will be in the Visalia Office.
Frequency Activity | Never (0 Hours) | Occasionally (Up to 3 Hours) | Frequently (3-6 Hours) | Constantly (6-8) Hours |
Sitting | X | |||
Walking | X | |||
Standing | X | |||
Bending (neck) | X | |||
Bending (waist) | X | |||
Squatting | X | |||
Climbing | X | |||
Kneeling | X | |||
Crawling | X | |||
Twisting (neck) | X | |||
Twisting (waist) | X | |||
Repetitive hand use | X | |||
Simple grasping | X | |||
Power grasping | X | |||
Fine hand manipulation | X | |||
Pushing & pulling | X | |||
Reaching above shoulder level | X | |||
Reaching below shoulder level | X |
Frequency Lifting/Carrying | Never (0 Hours) | Occasionally (Up to 3 Hours) | Frequently (3-6 Hours) | Constantly (6-8) Hours |
0-10 lbs. | X | |||
10-15 lbs. | X | |||
15-25 lbs. | X | |||
25-35 lbs. | X | |||
35-50 lbs. | X | |||
50-75 lbs. | X |
NDS a proud member of NORMA Group is a market leader for solutions in Storm Water Management Efficient Landscape Irrigation and Flow Management for residential and commercial markets. Enjoy Speed. Adapt Fast. Dont hesitate take action apply today and join our team | |
NDS Inc. | Manager |
Key Skills
- Business
- Patient Care
- Compliance
- Facility
- Emergency
- Accounting
- HVAC
- Daily Operations
- Direct Supervision
- Professional Development
- Service Management
- Service Operations
- Service Quality
- Payroll
- Service Technician
