Regional Service Supervisor - Great Lakes Region

Description

Summary: Position will supervise a local team of Field Service Technicians (FSTs) defined within a regional area, serving as a liaison between FSTs and Regional Service Director and leading by example through reinforcing policies, procedures and company code of conduct. Incumbent will be responsible for being aware of all technical activities and issues within his/her defined region; and understanding and addressing specific customer requirements. Incumbent will be an active participant in the management of ongoing issues and serve as the second stage of a technical escalation process. Position will also serve as a working FST for complex issues or as capacity constraints demand.

Time Utilization:  This position will travel up to 90% of the time. Schedule needs to be flexible to accommodate internal and external customers’ schedules. Must be willing to work outside normal business hours including weekends as required. Must be able to travel with little notice as customer demands require. 

Illinois residents should familiarize themselves with their rights under the Illinois One Day Rest in Seven Act.

This position will be on one of the following schedules as determined by management: 10 consecutive days on/4 consecutive days off, or Monday-Friday with one working weekend per month required.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

1. Provide specific application, product, technical knowledge, and training to FSTs through regular travel in the field. Set expectations for FSTs and provide feedback. 
   
   
   
   
2. Train FSTs and customers on proper safety and operational aspects of equipment to supplement classroom training.
   
   
3. Raise awareness of any OSHA and safety issues in the field and drive and participate in remedial action, risk assessment and root/cause analysis until rectified.
   
   
4. Identify FST training needs to improve skill sets to improve performance levels in line with goals & objectives.
   
   
5. Identify new skills required within the local team to align with current business development.
   
   
6. Identify soft skill/behavior deficiencies of FSTs and be part of the process to improve.
   
   
7. Assist in conducting performance reviews consistent with company policy including. working with the Regional Service Director to set aggressive and achievable goals & objectives.
   
   
8. Assist in approving timesheets, expense reports and time off requests according to company policies, procedures and guidelines.
   
   
9. Work closely with the Regional Service Director and Regional Scheduler on a daily basis to ensure region is meeting assigned objectives. Assist in maintaining optimum utilization for FSTs to meet regional revenue target.
   
   
10. Provide Regional Scheduler with estimates of service time required to perform work to use for creation of formal customer service estimates.
    
    
11. Communicate complex issues to internal and external customers. Anticipate potential concerns or objections and shape communication messages to address them.
    
    
12. Travel to customer sites with little notice to ensure high profile immediate needs are met.
    
    
13. Create detailed reports that identify issues encountered in the field with a defined course of action for resolution and communicate this information to the appropriate cross-functional team(s), including the Regional Service Director.
    
    
14. Responsible for ensuring all quality issues are defined and resolved as quickly as possible.
    
    
15. Assist Regional Service Director with customer billing disputes and late payment issues.
    
    
16. Actively promote additional revenue opportunities to customers such as audits, PMAs, spare parts, gaskets and seal bar repairs.
    
    
17. Remain current on technical knowledge and hands-on application as well as trends affecting the industry and related technology.
    
    
18. Actively participate in additional projects and meetings as required by the Regional Service Director. Manage changing priorities and diverse range of assignments.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:
Associate's Degree or equivalent technical school diploma in electrical or mechanical engineering or similar discipline and 4 years of experience directly servicing MULTIVAC equipment; or equivalent combination of education and experience. 

Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or associates of organization.

Math Ability:
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:
To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word and Excel, as well as having working knowledge of database applications, ERP systems, and contact management systems.

Certificates and Licenses:
Current valid U.S. driver’s license. Must have ability to obtain a passport.

Supervisory Responsibilities:
Position will provide day-to-day supervision of a team of 8-10 Field Service Technicians.

Work Environment:
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly exposed to wet or humid conditions (non-weather) and work near moving mechanical parts. The associate is frequently exposed to extreme cold (non-weather); extreme heat (non-weather) and risk of electrical shock. The associate is occasionally exposed to work in high, precarious places.

The noise level in the work environment is usually loud. 

Physical Demands:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The associate must regularly lift and /or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the associate is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl and talk or hear. The associate is frequently required to climb or balance. The associate is occasionally required to sit.