Corporate Service Supervisor

1 week ago

Anaheim, United States Total Warehouse Inc. Full time $75,000 - $135,000
Job DescriptionJob DescriptionDescription:

JOB SUMMARY Position will supervise all aspects of the field service department and manage expenses/costs associated with service operations of the field crew. Required to organize, prioritize, schedule, and assign work to field technicians and monitor their performance.

DUTIES AND RESPONSIBILITIES

  • Manage field service team to provide optimum customer services.
  • Lead field service team to provide optimum customer services.
  • Assist in goal setting, skill enhancement and performance reviews activities for field service staff.
  • Investigate and resolve any issues resulting from substandard performance.
  • Provide support and guidance to service staff to ensure timely and quality customer services.
  • Develop programs to improve technical and customer service skills of service staff.
  • Address customer enquiries to resolve issues and obtain customer feedback proactively.
  • Provides on-site training to service staff as needed.
  • Address and resolve field issues and concerns.
  • Maintain customer satisfaction and ensure follow-ups are completed by dispatch in a timely manner.
  • Follow-up with key departments to ensure technician work orders are completed and dispatch informs customer in a timely manner.
  • Maintain positive and healthy relationship with various teams to ensure customer service effectiveness.
  • Support service teams in achievement of service goals.
  • Ensure that the resources are properly trained to meet service objectives.
  • Communicate with service department to verify status of current work orders and any service/customer issues.
  • Demonstrate outstanding customer service through maintenance of high quality and integrity in a work environment.
  • Performs other functions or duties as directed by management in line with the objectives of the company.


SUPERVISORY RESPONSIBILITIES

  • Position requires a strong leader who is capable of mentoring apprentice technicians as well as supporting established journeymen technicians.
  • Must have an established track record of both shop and field service supervision in a plus ten (10) technician environment.
  • Must possess technical knowledge of a variety of lift equipment by Mfg.
  • Ability to lead and influence change in the face of complexity and ambiguity
  • Excellent verbal and written communication skills.
  • Proficient with managing and understanding cross-cultural
  • Provide training to service staff as needed by ensuring employees understand the company’s customer service policies, procedures and best practices.
  • Assist in goal setting, skill enhancement and performance reviews activities for field service staff.
  • Strong project management, negotiations and communication skills
  • Knowledge of the industry is a must.


PERFORMANCE INDICATORS

Certain key business indicators that will measure the effectiveness of the Field Service Manager. These include the following:

  • Customer Satisfaction
  • Customer Retention
  • Revenue from Services
  • Completed vs. Invoiced Jobs
  • Sales on Field Service Jobs
  • Employee Productivity
  • Employee Retention
  • Average Repair/Response Time
  • Technician Utilization
  • Ratio of preventive maintenance work to reactive work


Requirements:

REQUIRED SKILLS/ABILITIES:

  • Position requires a strong leader who is capable of mentoring apprentice technicians as well as supporting established journeymen technicians.
  • Must have an established track record of both shop and field service supervision in a plus ten (10) technician environment.
  • Must possess technical knowledge of a variety of lift equipment.
  • Excellent verbal and written communication skills.
  • Proficient with managing and understanding cross-cultural business practices
  • Experience performing in a fast-paced, goal-oriented, and time-sensitive environment
  • Ability to lead and influence change in the face of complexity and ambiguity
  • Proficient at thinking and acting strategically, championing change, and generating innovative solutions
  • Excellent analytical, problem solving and decision-making skills to manage and resolve highly complex business issues
  • Strong project management, negotiations, and communication skills
  • Knowledge of the industry is a must.

EDUCATION AND EXPERIENCE:

  • Bachelor’s Degree or related discipline or equivalent experience preferred.
  • 5+ years’ experience in the roles of business leadership & management, or customer service management.
  • Previous Forklift experience is a must.


PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • While performing the duties of this job, the employee is regularly required to talk or listen. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
  • Must be able to have manual dexterity to operate equipment and tools required on the job.
  • Must be able to quickly and repeatedly adjust the controls of a machine or a vehicle to exact positions.
  • Must be able to sit for long periods in an auto to reach job destinations. Must occasionally lift and/or move up to 100 pounds.
  • Vision abilities include close vision and the ability to adjust focus.
  • Ability to function in a work environment with moderate noise level from several sources creating constant activity.

ADDITIONAL NOTES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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