Power Products & Solutions - Service Supervisor

Operations and Service Management Charlotte, North Carolina


Position at Power Products & Solutions

Assist the Power Products & Solutions Service Manager in all aspects of the Service Department.  The primary duty of the position includes but is not limited to: Manage and supervise all service staff. Work closely with other PPS Teams and Service Manager to ensure fluid and timely customer service. Incumbent provides customer service that exceeds customer expectations and develops departmental profitability and growth.

Position Responsibilities and Essential Duties: 

  1. Supervise, direct, motivate and provide leadership for technician staff. This includes performance evaluations, assessing skills and competencies, administering policy and procedures as it relates to the staff, coaching, mentoring and training. Manage and Maintain Technician Scheduling/Dispatch.
  2. Manage and provide leadership for all field and shop services. Develops work processes and performance measurements to exceed the expectation and needs of individual customers, especially in the areas of price, quality and turnaround time. Ensure technicians deliver top level customer satisfaction.
  3. Provide, at all times, Technical & Management support resources.
  4. Customer interface and support. Be able to address customer issues and resolve in an expedient manner – a sense of urgency is expected.
  5. Manage and maintain 24/7 customer support. Must provide and generate work orders after hours/emergencies.
  6. Manage Technicians training & safety programs, working closely with the Service Manager.
  7. Prepare and review job scopes and equipment availability prior to dispatching technicians to a customer site.
  8. Perform, manage and execute safety, technical and 6S audits on a regular basis.
  9. Work with other Service Supervisors to coordinate resources to extend to our customers based on workload and forecasted work.
  10. Based on workload, the Service Manager may at times be required to perform field technical support as needed.
  11. Complete projects close out documentation (Work order, timesheet, expenses, NETA reports, etc)
  12. Maintains and develops Standard Work Process with Service Manager.
  13. Maintains and develops NETA Technician Standard Work Process.
  14. Closely collaborate with other Service Department to share resources and knowledge- be a team builder.
  15. Be a model of Positive Engagement and exhibit an attitude that elevates others.
  16. Monitors and ensures compliance with all safety policies, procedures, guidelines and laws as it pertains to all departmental staff, company personnel with the department premises, and customers.
  17. Works with the Service Manager direct report to create and uphold the vision of the department and a plan of implementation.
  18. Maintains departmental profitability and growth through planning, staffing and work assignments.
  19. 6s auditing and management of fleet trucks
  20. Works with the Service Manager direct report to create and uphold the vision of the department and a plan of implementation.

Shift Responsibilities 

  • As an exempt position, supervisor is expected to work the appropriate hours to support the customer and business.
  • After hours emergency calls for service repairs as needed.
  • Emergency Phone duties, shared with rest of PPS management 

Education and/or Experience 

  • High School Degree or Equivalent. Two or Four Year Degree highly preferred.
  • 5 years experience in electrical testing or equivalent experience.
  • NETA Certified (Level 3 or 4 preferred) and/or Equivalent Experience in Electrical Testing
  • Electrical Engineering and Electrical Industry experience highly required.
  • Excellent mechanical aptitude.
  • Excellent verbal communication and listening skills, and strong written communication, presentation, and non-verbal skills.
  • Strong leadership skills, including creative thinking, decision-making, planning and goal setting skills.
  • Strong management skills, including interviewing and change, conflict, performance and project management skills
  • Strong interpersonal skills, including influence, negotiation, coaching and counseling.
  • Strong customer service skills and the ability to administer warranties.
  • Strong analytical skills, including problem solving and the ability to interpret policies, procedures, guidelines and laws.
  • The ability to uphold professionalism with both internal and external customers, including personal appearance and friendly, courteous treatment of peers, subordinates and customers. 
  • Computer Skills: Microsoft operating platform, Good computer skills, including experience with Microsoft Office software, including Word, Excel, Outlook and PowerPoint. Experience in PowerDB desired.
  • Certificates, Licenses, Registrations: NETA Certifications Level 3 or 4 is highly desired.
Job Location
Charlotte, NC

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. If you are unable to complete the application without an accommodation, please call 704-731-7701 for assistance.