Field Service Supervisor

3 weeks ago

San Antonio, United States Pro-Vigil Surveillance Services Full time

Pro-Vigil is searching for motivated, customer-focused individuals who want to join our growing team as a Field Services Supervisor. In this role, you will lead and develop a team of salaried field technicians across the United States. You will be responsible for engaging your team each day to maintain the highest levels of safety, quality, communication and performance. To achieve this, supervisors are expected to provide their team with the tools needed for success while continuously improving productivity and efficiency through data-driven decisions and analytical problem-solving.




ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

  • Lead a team of remote field technicians across the United States by ensuring their needs are met, their performance is continuously improving, the customer is happy and daily activities are aligned with organizational initiatives.
  • Collaborate with all support teams including Project Managers, Territory Managers, India/US IT Support, Customer Service Managers, Production and Project Managers.
  • Drive improved performance by ensuring the dispatching, scheduling and routing for field technicians is executed according to the company process.
  • Provide troubleshooting oversight to complex customer site issues and review and ensure the appropriate databases and customer records are properly updated.
  • Build and execute productivity improvement plans by conducting regular reviews of Key Performance Indicators (KPI).
  • Manages KPIs by ensuring all jobs are done within the set time frame and that we provide Best-In-Class Customer Service.
  • Develops and delivers training to support the growth and development of field service technicians.
  • Prepare reports, financial analysis, and operational documentation as required.
  • Ability to work independently and multi-task.
  • Flexibility and willingness to accept changing priorities as required.
  • Perform all work related activities in a safe manner consistent with Pro-Vigil’s zero accident policy.
  • Maintains an energetic, enthusiastic and ethical attitude while working to solve organizational challenges.
  • Exhibit a high level of initiative and work ethic.
  • Be punctual and responsive to internal and external requests.


POSITION QUALIFICATIONS


  • Relationship Building - Ability to effectively build relationships with customers and co-workers.
  • Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
  • Communication, Oral - Ability to communicate effectively with others using the spoken word.
  • Accountability - Ability to accept responsibility and account for his/her actions.
  • Working Under Pressure - Ability to complete assigned tasks under stressful situations.
  • Strategic Planning - Ability to develop a vision for the future and create a culture in which the long range goals can be achieved.
  • Self Confidence - The trait of being comfortable in making decisions for oneself.
  • Financial Aptitude - Ability to understand and explain economic and accounting information, prepare and manage budgets, and make sound long-term investment decisions.
  • Decision Making - Ability to make critical decisions while following company procedures.
  • Coaching and Development - Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas.
  • Change Management - Ability to encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities.
  • Business Acumen - Ability to grasp and understand business concepts and issues.


SKILLS & ABILITIES


Education:

Bachelor’s Degree (four-year college or university) in operations or a comparable technology/business-related field preferred. Direct experience may be substituted for education.


Experience:


5+ years experience in managing individuals required.

5+ years managing a remote team is preferred.

Experience in security monitoring is preferred.

Familiarity with networking and field experience preferred.



Computer Skills:

Ability to use Pro-Vigil computer and software such as Microsoft (Excel, Word, Outlook, etc.) and G-Suite, required.

Knowledge of NetSuite, Salesforce, Zendesk and camera viewing platforms preferred




Other Requirements: No travel restrictions.

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