Service Supervisor

6 days ago

Torrance, California, United States Andersen Full time
Job Description

**Job Summary:**

We are seeking a highly skilled and experienced Service Supervisor to join our team at Andersen Corporation. As a Service Supervisor, you will be responsible for managing all aspects of field service organization activities, including definition and coordination of service processes that directly support field service activities, to ensure effective and efficient delivery of customer service.

Key Responsibilities:

  • Customer Service: Establish and preserve high customer service expectations, preserving established integrity and coordinates resolution of service-related problems with homeowners, requiring jobsite visits and negotiations; recommends financial restitution or other service solutions to service claims.
  • Team Management: Recruit, select & train team members, including customer service coordinators and service technicians, both internal and external. Develops service contingency plans when necessary.
  • Field Operations: Direct, supervise and train all internal and external Field Technicians, ensuring proper techniques are followed. Monitor performance, quality and timeliness of service activities.
  • Training and Development: Develop and maintain ongoing service training program for Field Technicians, including technical information, problem solving, and customer resolution.
  • Quality Control: Conduct field inspections, ensuring installation and service methods/standards are being followed, minimizing service calls; takes corrective action when necessary.
  • Communication: Provide continuous feedback to install manager and crews pertaining to quality of work at jobsites.
  • Warranty Reimbursement: Manage warranty reimbursement program, maximizing internal efficiencies to ensure the profitability of the program.
  • Process Improvement: Develop partnership with corporate office to define and develop corrective action plans & procedures that can be used in the field to solve product issues; consult on potential factory fixes; identify and recommend appropriate improvements to processes or technology.
  • Reporting and Analysis: Manages the development of reports and analysis of field service activity levels to ensure optimum performance to meet objectives.
  • Leadership: Develops and monitors appropriate assignment of tasks, clearly communicates expectations, and adjusts staff levels and resolves conflicts when necessary. Ensures appropriate tools and resources are available. Leads the development of employees and teams by providing timely performance evaluations, constructive feedback, coaching, and educational and growth opportunities.
  • Quality Assurance: Improves and maintains service quality by enforcing policies and procedures, collaborating with other functional areas and encouraging employee participation in solutions.
  • Financial Management: Prepares and manages budgets, schedules expenditures, and initiates corrective actions.
  • Professional Development: Maintains professional and technical knowledge through formal and informal continue education opportunities.
  • Department Management: Manages department personnel activities and issues including assigning work, training and development, performance management and salary administration.
  • Support and Collaboration: Supports other Company Owned Retail Operations (CORO) locations & affiliates by providing information & coaching.

Requirements:

  • Education: High School diploma or equivalent required.
  • Experience: Minimum 5-7 years of field experience, including 3-5 years as lead installer and/or Field Technician; or equivalent with demonstrated performance results or equivalent demonstrated skills and experience; 1-3 years supervisory experience preferred.
  • Knowledge and Skills: Comprehensive knowledge of Renewal by Andersen's products and processes, including measuring, installation and service methods. Demonstrated problem solving/opportunity identification skills. Strong communication skills (verbal and written). Strong customer orientation, including customer service and resolutions skills; persuasiveness. Financial knowledge: understanding of key financial indicators and actions/decisions required to control costs & produce profit. Decisions making skills; bias for action. Solid computers skills, including word processing, spreadsheet and email/calendar.

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