Head of Client Support Services

The Service Supervisor is responsible for coordinating customer service activities and has responsibility of all activities in the shop and the field and must have a strong desire to lead and grow technicians.

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 elevate 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

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.)

Bachelor’s degree from a four-year college or university preferred; in addition to two - four years’ related experience and/or training; Ability to solve practical problems and deal with a variety of concrete variables

Experience with material handling or other service-oriented industries 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.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. toxic or caustic chemicals; extreme heat and risk of electrical shock. 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.

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