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Service Operations Supervisor
2 months ago
Bishop Lifting Products, Inc. stands as a leading authority in the lifting industry, recognized for its extensive expertise and commitment to delivering exceptional service and support. Our comprehensive inventory of above and below-the-hook products ensures that our customers receive the necessary solutions for both standard and intricate lifting challenges.
Position Summary:
The Service Operations Supervisor will oversee the daily activities of the Field Service Technicians within the designated region, ensuring that the services rendered to clients adhere to the highest standards of product performance and dependability.
Key Responsibilities:
1. Equip technicians and service partners with the essential training, knowledge, tools, and materials required to execute specific job functions effectively. This includes, but is not limited to, the assessment of slings, manual hoists, electric hoists, rigging equipment, and hardware.
2. Ensure adherence to federal, state, and local regulations, as well as corporate policies related to employee safety, personal protective equipment, hazardous materials handling, and the operation of powered equipment.
3. Oversee the timely completion of all service-related administrative tasks, including scheduling technicians, reviewing service work orders, approving paid time off, and conducting annual performance evaluations for direct reports.
4. Foster a culture of continuous quality improvement within the service team, ensuring that best practices are implemented and accountability is maintained.
5. Strengthen existing customer relationships by guaranteeing their satisfaction with product performance; collaborate with the sales team when new growth opportunities arise.
6. Maintain regular communication with stakeholders at customer locations to identify their needs, address any concerns, and enhance their operational efficiency.
7. Collaborate with Regional Sales Managers to develop and manage maintenance programs tailored to our customers.
8. Design and implement training programs in coordination with the HR and Training Departments to ensure that field service personnel receive adequate training.
9. Represent the company professionally in all interactions and perform additional duties as assigned.
10. Acquire comprehensive knowledge of corporate software and tools utilized for inspections and tracking customer assets, and provide training and assistance to regional staff in using inspection and testing software.
Qualifications:
• A bachelor's degree in a relevant discipline such as mechanical engineering, electrical engineering, or a related technical field is preferred but not mandatory.
• A minimum of 5 years of experience in a field service capacity, ideally within related sectors such as manufacturing, automotive, HVAC, or telecommunications.
• At least 2-3 years of supervisory experience managing a team of service technicians or field engineers.
• Proven expertise in diagnosing and resolving technical issues, as well as managing repair and maintenance projects in the field.
• Proficiency in utilizing diagnostic tools, equipment, and software systems pertinent to the industry.
• Strong knowledge of mechanical and electrical systems, along with safety regulations and best practices for fieldwork.
• Demonstrated ability to lead, motivate, and mentor a team of service technicians, including responsibilities for hiring, training, and performance management.
• Excellent communication and interpersonal skills, capable of collaborating effectively with cross-functional teams and conveying technical information to non-technical stakeholders.
• Strong problem-solving and decision-making skills, with the ability to navigate complex and high-pressure situations in the field.
• Ability to manage customer complaints and resolve conflicts professionally and promptly.
• Strong organizational and time management skills, with the capacity to prioritize tasks, manage multiple projects concurrently, and meet deadlines.
• Flexibility to adapt to changing priorities and environments in the field, including working under various weather conditions and in remote locations.
• Must be authorized to work in the United States without sponsorship and pass a pre-employment drug test/physical and background check.
Bishop Lifting Products, Inc. is an Affirmative Action and Equal Opportunity Employer, ensuring that qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
