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Field Service Supervisor

4 months ago

Grand Rapids, United States Dematic Corp. Full time

Dematic is hiring a Field Service Supervisor (Remote) that will have direct reports that are Field Service Coordinators. This position is in Dematic's Customer Service Department reporting to the Field Service Manager, Customer Service. This position will require weekend and after hour duties, so this person will need to be flexible with their work schedule.

**What we offer**:

- Career Development
- Competitive Compensation and Benefits
- Pay Transparency
- Global Opportunities
- Dematic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.- This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. _

The base pay range for this role is estimated to be $60,000 to $154,000 at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.

**Tasks and Qualifications**:
**What You Will Do In This Role**:

- Source, schedule and manage field support resources.
- Backfill technicians due to attrition/arrange for vacation schedules at various sites.
- Work closely with commissioning teams for effective crossover of responsibilities for post go-live support.
- Assigns, monitors, and reviews the progress and accuracy of assigned work.
- Prioritize and schedule CS Service Technicians based on skill set availability.
- Assign work activities and monitor their progress via Salesforce.
- Ensure technicians are properly Acknowledging and Resolving case assignments.
- Communicate with customer’s regarding ETA’s and any scheduling changes.
- Coordinate, implement, and oversee various project activities.
- Participates in corrective actions to resolve customer complaints.

**What We Are Looking For**:

- High School diploma or equivalent, with 3 years of customer service experience.
- Strong interpersonal skills dealing with internal and external customers in addition to technical personnel.
- Leadership skills and ability to lead a team.
- Strong organizational and communication skills.
- Ability to write clear and concise documentation.
- Ability to work in a high pressure, high stress, and dynamic environment.
- Positive attitude towards customers and co-workers.
- Prioritization skills a must.
- On call for afterhours issues - nights, weekends, Holidays.