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 AccountCompany-paid lifeRRSP/DPSPFlexible work schedule and generous paid time offEmployee referral programCompetitive salaryLocation:Winnipeg, MB (Hybrid)Job SummaryThe 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 ResponsibilitiesSupervise, coach, and develop Technical Support Representatives, establishing KPI and metrics to track the team performanceConduct regular one-on-one/product team meetings and performance reviewsMonitor employee productivity, quality, attendance, and adherence to schedulesCreate development plans to improve technical and customer service skillsSupport recruitment, onboarding, and training of new team membersFoster a positive, team-oriented,



and customer-focused cultureManage day-to-day help desk operations to ensure service levels are achievedMonitor queue volumes, staffing levels, and workload distributionEnsure proper case ownership and escalation management processes are followedReview and approve time-off requests while maintaining adequate coverage across all shiftsCoordinate after-hours support and on-call activities as requiredEnsure customer issues are resolved professionally and efficientlyAct as first escalation point for critical customer situations and notify management of escalationsCommunicate effectively with customers regarding high-priority incidentsReview complex technical issues and provide guidance to team membersCoordinate escalations between Tier 1, Tier 2, Tier 3, Engineering, and Field ServiceEnsure accurate documentation of troubleshooting activities and resolutionsIdentify recurring issues and recommend corrective actionsRepresents ARxium in a professional manner in front of customers and external vendorsConducts periodic status calls and meetings with customers and internal associatesKey SkillsCRM experience (Dynamics 365 preferred)Remote support and ticketing systemsProficiency with Microsoft Office, Windows OS,



and networking conceptsExperience with SQL, Oracle, and database platformsReporting tools such as Power BI and Report BuilderStrong leadership, coaching, and team-building skillsExcellent communication, organization, and problem-solving abilitiesAbility to manage priorities, meet deadlines, and drive resultsCustomer-focused with a commitment to service excellenceBilingual (English/French) is an assetEducation & ExperienceAssociate's or Bachelor's degree in IT, Engineering, Business, Healthcare Technology, or a related field preferred3-5 years of technical support, help desk, or customer support experience1-3 years of supervisory or leadership experienceExperience leading customer-facing technical support teamsFamiliarity with CRM, ticketing, and knowledge management systemsEquivalent combination of education and experience will be consideredThe 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 hearingVisual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus75% or more time is spent looking directly at a computerAssociate is frequently required to stand, walk (or otherwise be mobile)Ability to deal with stressful situations as they ariseWE would love to meet you!ARxium

📌 Lead Hvac Technical Support & Service Operations (Winnipeg)
🏢 ARxIUM
📍 Winnipeg