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Our doors are open – to you. As one of the top three companies for access and security solutions worldwide we make life easier, smarter and more secure. We are a trusted partner that stands for innovation, top performance and a fulfilling workplace. Join our team of 16,000 colleagues around the world and help us build trust every day.

Technical Support Supervisor

Rocky Mount, NC, US, 27804

Nov 19, 2020

Kaba Ilco Corporation, located in Rocky Mount, NC, is the world's premier manufacturer of the most extensive line of quality key blanks, and distributor of automotive key fobs, key cutting machines and vehicle key programmers available on the market today. Millions of keys are produced in our state-of-the-art ISO Certified manufacturing facility each week. 


We have an incredible opportunity for a talented Technical Support Supervisor.  The Technical Support Supervisor leads a team of Technical Support technicians and manages the function for the organization.


Some responsibilities include:

  • Provide leadership to technical support staff that are responsible for providing technical service and support to customers; ensure technical knowledge is transferred to the team; train personnel on procedures for servicing products
  • Assign and coordinate work assignments and resolution of critical technical and procedural problems.  Monitor work procedures, work schedules and expedite workflows
  • Maintain technical and operational documentation on the network; Study, write and standardize procedures to improve the efficiency of the department
  • Develop plans, procedures and activities to support business operation with department
  • Develop technical services strategies to help the organization achieve strategic goals and objectives
  • Responsible for managing the selection and development of people and resources necessary to perform the functions of the department; Assign duties and work direction to department personnel
  • Create product technical updates for machines to support the department
  • Manage return authorizations and the return authorization process
  • Track, manage and report KPI’s for department operations
  • Schedule and manage onsite training seminars in conjunction with sales and marketing
  • Other duties as assigned
  • Provide continual technical assistance and support to sales and marketing including social media, email marketing campaigns and product manuals
  • Serve as backup during the absence of team members, including evenings and weekends as well as be available to take customer calls during peak call volume periods as required.


The ideal candidate will meet the following requirements:

  • High school diploma required;  Bachelor’s degree in a technical field preferred
  • 3 years related experience managing others
  • Ability to communicate effectively across all operational levels of the organization as well as with suppliers and customer, exercising appropriate tact and diplomacy to accomplish objectives
  • Effective interpersonal skills with the ability to present recommendations, ideas and to summarize issues
  • Ability to build, coach and motivate a high performance technical service team, while holding the team accountable for results
  • Ability to work effectively under pressure in a fast paced, time sensitive environment with shifting priorities and multiple deadlines


Kaba Ilco Corp is a member of the dormakaba Group. dormakaba Group is a leader in the global market for access and security solutions. With more than 16,000 employees, dormakaba is active in over 130 countries worldwide.


We offer a competitive compensation and benefits package including, Medical, Dental, Vision, Life, disability, 401(k), and paid vacation. 



Kaba Ilco Corp.









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Nearest Major Market: Raleigh
Nearest Secondary Market: Rocky Mount