Job Summary: Supervises the hiring, training, development and the daily activities of a Branch Service Staff of 5-6 Service Technicians and works with customers to ensure the assigned team is providing high quality, productive, and dependable service.
Essential Duties and Responsibilities:
(Other duties/projects may be assigned)
A. Responsible for supervising, leading, coaching, and mentoring service technicians in an assigned branch.
B. Be the first point of contact for technical issues.
C. Successful onboarding of new service technicians.
D. Assist in maintaining a high level of satisfaction of customers through positive interactions with customers to drive retention and growth.
E. Responsible for completing technical site surveys, inspections, and escalation support as needed.
F. Regularly conduct service ride alongs, branch inspections and customer location quality control checks.
G. Communicate with the Service Management Leadership, customer service, dispatch, and other team members.
H. Conducts partial day route work orders as needed.
I. Monitor company inventory and tracking procedures.
J. Enforce the use of all work order related processes.
K. Complete necessary paperless procedures.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience. Previous Customer Service experience desirable
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to calculate figures and amounts such as discounts, commissions, percentages. Ability to apply concepts of basic algebra and geometry.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
To perform this job successfully, an individual should have knowledge of the Company’s ERP software; Database software; Internet software; Order processing systems; Spreadsheet software and Word Processing software. Workflow or specific dispatch software experience is desirable.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; talk or hear and taste or smell. The employee is frequently required to sit. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Moderate to heavy computer use is a requirement of the position.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Variable working conditions based on the customer’s environment.
Warehouse environments that can be extremely hot or cold depending on the weather.
Industrial factory environment with exposure to wet and/or humid conditions.
General office environments
Employee break rooms in various customer settings.
Extensive time in a company vehicle.