JOB SUMMARY

Service Supervisors leads the field service representatives who perform on-site routine services including installation, maintenance, and repair. Manage the scheduling and training of field service technicians. Handles service contracts and directs support services. Must be mechanically inclined, extremely reliable and trustworthy. They should be comfortable working independently and have excellent communication skills and by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develops methods, guidelines, and policies to facilitate efficient service delivery.
• Ensure all customer issues are satisfactorily resolved utilizing engineering, manufacturing, and other teams as needed.
• Provides input to strategic decisions that affect the functional area of responsibility.
• May give input into developing the budget. Capable of resolving escalated issues arising from

operations and requiring coordination with other departments.

• Develop workflow for the field service team.
• Assist in goal setting, skill enhancement and performance reviews activities for field service staffs.
• Investigate and resolve any issues resulting from substandard performance.
• Ensure company policies and procedures are followed by the staff.
• Provide training to service staff as needed.
• Provide support and guidance to service staff to ensure timely and quality customer services.
• Diagnose errors or technical problems and determine proper solutions.
• Produce timely and detailed service reports.
• Documents service and installation actions by completing forms, logs, and records.
• Operate vehicle in a safely manner and use field automation systems.
• Follow all company’s filed procedures and protocols.
• Updates job knowledge by participating in educational opportunities; reading professional
• publications.
• Build positive relationships with customers.
• Diagnose and support entire machine systems and in assist customers within the field operation and adjustments.
• Support service teams in achievement of service goals.
• Assist in interviewing and hiring new professionals.
• Ensure that the resources are properly trained to meet service objectives.
• Oversees company vehicles, inventory and tools in proper working condition.
• Maintains knowledge on existing products and pursues additional technical and product knowledge by actively participating in the training programs of the dealership. This includes manufacturer training and on the job training.
• Maintains communication with the customer and answers questions relative to the work being performed.
• Makes recommendations for additional work that needs to be completed.    

MANAGEMENT AND SUPERVISORY RESPONSIBILITY

• Typically reports to Management Direct Supervisor job title(s) Typically include: Service Manager, Regional Service Manager  
• Job is directly responsible for managing other employees (e.g. hiring/termination and/pay decisions, performance management. Job title example(s) of employees directly supervised:   

JOB QUALIFICATIONS

KNOWLEDGE REQUIREMENTS

• Ability to establish and maintain effective working relationships with employees, businesses and community. Ability to communicate clearly and concisely both in oral and written form.
• Ability to perform duties with awareness and in accordance with the organization's policies and applicable laws.

EDUCATION AND EXPERIENCE REQUIREMENTS

• Associate degree (A. A.); Bachelor’s Degree.
• 3+ years of related experience and/or training; or equivalent combination of education and experience.

WORKING CONDITIONS

• Regular business hours. Some additional hours may be required.
• Travel requirements: Domestic: Up to 20%
• Climate controlled office environment during normal business hours.

PHYSICAL REQUIREMENTS

Sitting

Up to 7 hour(s) a day

Lifting

Up to .5 hour(s) a day, up to 50lbs max. ^

Walking

Up to 2 hour(s) a day

Pushing/ Pulling

Up to .5 hour(s) a day, up to 50lbs max. ^

Standing

Up to 4 hour(s) a day

Climbing

Up to .5 hour(s) a day

Bending/ Squatting/Stooping

Up to 1 hour(s) a day

Stairs

Up to .5 hour(s) a day

Reaching

Up to 2 hour(s) a day

Ladder

Will not apply generally

Balancing

Will not apply generally

Step stool

Will not apply generally

Twisting

Up to 1 hour(s) a day

Excessive heat exposure

Will not apply generally

Crawling

Will not apply generally

Excessive cold exposure

Will not apply generally

Hands in water

Will not apply generally

Dust exposure

Will not apply generally

Kneeling

Up to 1 hour(s) a day

Lound noise exposure

Will not apply generally

Data Entry/Typing

Up to 4 hour(s) a day

Humidity exposure

Will not apply generally

Unusual hearting or vison demands: None Specified

^Other physical demands or notes: Employees should not attempt to lift pull or push a load excess of 50lbs without assistance. Care should always be taken when lifting, punching, or pulling in an awkward position.