Onsite Supervisor

This position is a Team Leader who helps supervise employees and assist with employee performance, technical, and personnel matters. The Onsite Supervisor will also help with day-to‑day customer service focused on delivering integration, installation, and break/fix remediation for business‑critical audiovisual communications systems and equipment.

Job Summary

• This position is a Team Leader who helps supervise employees and assist with employee performance, technical, and personnel matters. The Onsite Supervisor will also help with day‑to‑day customer service focused on delivering integration, installation, and break/fix remediation for business‑critical audiovisual communications systems and equipment.

Essential Duties and Responsibilities

• Develop, adopt and deliver best practice service levels across all onsite team; ensure that onsite staff are meeting or exceeding all contractual SLAs w.r.t. onsite service
• Assist Service Delivery Manager with Continuous Service Improvement (CSI) program with client and drive change
• Understand and identify Key Performance Indicators for successful engagement of company business at client sites
• Directly manage Onsite AV Technicians, and support all onsite staff
• Promote and drive team collaboration, and maintain team morale
• Ensure every team member completes a Skills Gap Analysis and has a Personal Training & Development Plan, which is reviewed regularly
• Implement continuous performance management and appraisals for all onsite staff
• Conduct regular 1‑on‑1 meetings with all direct reports
• Ensure all onsite staff maintain attire, professionalism and customer service standards as are appropriate to client expectations, and specific regional differences between client offices
• Assist with enhancing, informing and changing the Client perspective of AV strengths, products and service ranges
• Devise and deliver promotional activities, and assist Service Delivery and Account Managers wherever possible
• Help to promote the value of company onsite staffing services
• Collect statistical data including Service Level Agreement performance, management information, team performance and other business metrics for regular reporting.
• Participate in monthly / quarterly Service Review Meetings with client
• Drive the creation and enhancement of all onsite documentation (including Standard Operating Procedures (SOP) and Onsite Staff Handbooks). Ensure documentation processes and procedures are maintained in accordance with Client and company requirements
• Work with Regional Service Managers to ensure backfill for onsite staff PTO / emergency callouts
• Devise coverage plan that is consistent with client’s holiday schedule
• Travel to various job sites as required

Other duties assigned as needed

Skills and Abilities

• Ability to manage and direct projects to completion
• Proven ability to significantly contribute toward or lead operation initiatives with a results‑oriented approach
• Demonstrated leadership and management skills in a team‑oriented, collaborative environment
• Exceptional strategic thinking and structured problem solving skills
• Excellent communication and interpersonal skills, both verbal and written
• Proficiency in various business productivity systems
• Ability to balance multiple tasks with changing priorities
• Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization
• Self‑starter capable of working independently and ensuring to meet deadlines
• Excellent communication and interpersonal skills, both verbal and written
• Valid Driver’s License and a Motor Vehicle Record that meets AVI‑SPL driving standards

Education and/or Experience

• Minimum high school diploma or equivalent
• Bachelor’s Degree preferred
• Minimum 3‑5 years’ supervisory experience
• Demonstrated experience with planning, implementing and managing the activities of an installation workforce through recruiting, training, scheduling and best practices techniques

Working Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The work environment is generally moderate in noise (inter‑office conversations and computers/printers).

Physical Requirements

The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• This position regularly requires employees to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment

Direct Reports

• This position does not have direct reports

Work Hours

AVI‑SPL reserves the right to alter work hours and work location as deems necessary

AVI‑SPL is an Equal Opportunity Employer/AA/Disabled/Veteran Protected
VEVRAA Federal Contractor