Service Supervisor

Summary The Service Supervisor is responsible for coordinating customer service activities and has responsibility for all activities in the shop and the field and must have a strong desire to lead and grow technicians. Essential Functions Operational Excellence Participate in the site level lean management system including daily performance huddles, Gemba walks, root cause problem solving, and adherence to leader standard work Monitor safety, quality, delivery, and cost metrics to drive customer satisfaction and site profitability Moderate technician team meetings and escalate roadblocks or hurdles to the service manager or central support resources Visit with customers, support techs, and follow up on quality in the field on occasion Service Management Establish the safety culture and ensure adherence to all company safety policies along with company policies and best practices Approve timesheets and work orders and leverage our service platform to maintain accurate records of work performed and parts utilized Dispatch and manage all work orders and cross-level work between resources Drive accountability for quality standard and ensure good appearance of tech vans and inventory levels Manage the preventative maintenance program to achieve the company standards of completion Team Leadership Aggregate and elevate the voice of the technician to ensure we are removing roadblocks for our key customer service touchpoints Conduct performance appraisals, training and development activities for technicians (e.g. promotions, salary increases, terminations, disciplinary actions, etc.) Assist in determining technician staffing levels and technician career development Other duties as assigned. Supervisory Responsibilities This job has supervisory responsibilities. 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 qualifying individuals to perform the essential functions. Education and/or Experience Bachelor's degree from a four-year college or university preferred; in addition to two - four years' related experience and/or training; or equivalent combination of education and experience. Proven leadership experience with a strong track record of results. Excellent verbal and written communications skills. Ability to solve practical problems and deal with a variety of concrete variables. Strong listening and presentation skills. Experience with material handling or other service-oriented industries preferred. Experience with lean operating systems and continuous improvement preferred. Computer Skills Proficient in the use of Microsoft Office (Word, Excel, Outlook and PowerPoint). Desire and ability to learn and utilize auxiliary systems such as Salesforce, SAP and ServiceMax. Workplace Requirements The physical demands and work environment 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. Physical Demands While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and/or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. Work Environment While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud. Equal Opportunity We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We're committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws. EEO/AA Employer. All qualified individuals are encouraged to apply. #J-18808-Ljbffr