Description:
The Field Service Supervisor provides support and leadership in the assigned territory. This position is also responsible for managing technical issues and labor needs in the area and addressing customer complaints and concerns. Data Center experience is required.
Requirements:
Job Responsibilities(List is not inclusive)
- Provide leadership and support at the field level in assigned territory.
- Supervise Outreach staff, including performance, disciplinary procedures, and compliance.
- Provide regular reporting on performance and issues.
- Training existing Installers/Technicians on changing processes, procedures, and technologies
- Supporting new employees through training and future development
- Manage technical issues and labor needs of the area.
- Site visits when needed.
- Identify and fill staffing needs in assigned area.
- Ensure all technicians have had all safety training and proper PPE to complete work and comply with all regulations.
- Address customer concerns and complaints.
- Timeliness of data collection and quality checks
- Work with local sales staff on new and existing customer opportunities.
- Successfully executing projects and keeping jobs within budget and on time
- Communicate timely with management and sales team any issues concerning department staff or operation.
- Work with CSR on scheduling and call assignments
- Ordering and scheduling the delivery of all equipment needed for the project.
- Make sure field techs have proper stock maintained in assigned territory.
- Make sure the fleet is maintained in assigned territory.
- Inspect all assigned vehicles and equipment for cleanliness and general maintenance.
- Participate in interviewing and selection process as needed for new hires.
- Submit reports on all incidents, accidents, work related injuries and exposures in a timely manner.
Required knowledge, skills, and abilities
- Verified leadership skills. Must take DISC assessment (Dominance, Compliance, Influence, Steadiness) or comparable.
- Basic understanding of finances and margin management
- Basic understand of controls and self-awareness of technical limitations.
- Available for after-hours and weekend support. Not negotiable and expected they answer the phone all the time or promptly reply.
- Liaison for the office and management. Drive expectations of the mangers
- Acting as the main point of communication between the main field and the office.
- Proven experience in supervising field operations.
- Proficiency in MS Office (Outlook, Word, Excel).
- The ability to work in different environmental conditions.
- Strong leadership and communication skills.
- Excellent customer service skills.
- Sound knowledge of contract terms and pricing.
- Ability to understand issues and resolve/address strategically.
- The aptitude to work in both field and office environments for extended and or irregular periods of time.
- Be able to adapt to frequently changing priorities.
Education and Experience
- High school diploma required; Bachelor’s degree or a project Managing Certification Preferred.
- 5 years of supervisor experience is required.
Physical requirements
- Required to stand, walk and sit.
- Talk or hear, both in person and by telephone
- Use hands to finger, handle or feel objects or controls
- Reach with hands and arms.
- Regularly required to stoop, kneel, bend, crouch and lift up to 50 pounds.
SVC1
