Join the Future of Pharmacy Automation with ARxium! Who We Are: ARxium is a leader in pharmacy automation, offering innovative hardware and software solutions globally. With over 20 years of experience, we serve customers in North America, Europe, and Asia, and operate in Winnipeg, the Chicago area, and remotely across North America and Europe.
ARxium is proud to offer the successful candidate: Medical, dental, and vision benefits or Health Spending Account
Company-paid life
RRSP/DPSP
Flexible work schedule and generous paid time off
Employee referral program
Competitive salary
Location: Winnipeg, MB (Hybrid)
Job Summary The Supervisor, Technical Support Center leads the day-to-day operations of the Technical Support Center, ensuring timely resolution of customer issues and exceptional service delivery. This role supervises technical support staff, manages escalations, supports service level objectives, and drives team development and continuous improvement. The Supervisor works closely with Customer Care, Field Service, Engineering, Manufacturing, Supply Chain, and Quality teams to support customer success, strengthen technical capabilities, and maintain effective support processes and best practices.
Key Responsibilities Supervise, coach, and develop Technical Support Representatives, establishing KPI and metrics to track the team performance
Conduct regular one-on-one/product team meetings and performance reviews
Monitor employee productivity, quality, attendance, and adherence to schedules
Create development plans to improve technical and customer service skills
Support recruitment, onboarding, and training of new team members
Foster a positive, collaborative,



and customer-focused culture
Manage day-to-day help desk operations to ensure service levels are achieved
Monitor queue volumes, staffing levels, and workload distribution
Ensure proper case ownership and escalation management processes are followed
Review and approve time-off requests while maintaining adequate coverage across all shifts
Coordinate after-hours support and on-call activities as required
Ensure customer issues are resolved professionally and efficiently
Act as first escalation point for critical customer situations and notify management of escalations
Communicate effectively with customers regarding high-priority incidents
Review complex technical issues and provide guidance to team members
Coordinate escalations between Tier 1, Tier 2, Tier 3, Engineering, and Field Service
Ensure accurate documentation of troubleshooting activities and resolutions
Identify recurring issues and recommend corrective actions
Represents ARxium in a professional manner in front of customers and external vendors
Conducts periodic status calls and meetings with customers and internal associates
Key Skills CRM experience (Dynamics 365 preferred)
Remote support and ticketing systems
Proficiency with Microsoft Office, Windows OS, and networking concepts
Experience with SQL, Oracle,



and database platforms
Reporting tools such as Power BI and Report Builder
Solid leadership, coaching, and team-building skills
Excellent communication, organization, and problem-solving abilities
Ability to manage priorities, meet deadlines, and drive results
Customer-focused with a commitment to service excellence
Bilingual (English/French) is an asset
Education & Experience Associate's or Bachelor's degree in IT, Engineering, Business, Healthcare Technology, or a related field preferred
3-5 years of technical support, help desk, or customer support experience
1-3 years of supervisory or leadership experience
Experience leading customer-facing technical support teams
Familiarity with CRM, ticketing, and knowledge management systems
Equivalent combination of education and experience will be considered
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing
Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus
75% or more time is spent looking directly at a computer
Associate is frequently required to stand, walk (or otherwise be mobile)
Ability to deal with stressful situations as they arise
WE would love to meet you! ARxium

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📌 Technical Support Center Supervisor (Manitoba)
🏢 ARxIUM
📍 Manitoba