Field Service Supervisor/Manager
Description
JOB TITLE: Field Service Supervisor/Manager
STATUS: Non-Exempt
SUPERVISION: Reports to the Area Manager
Indirect supervision of branch service technicians
POSITION SUMMARY:
This position is responsible for scheduling and work flow among the service
technicians. In addition, this person may also act in the capacity of the service
technician job description based on the needs of the business. Spends more
than 50% of their time in the field performing service work.
MAJOR RESPONSIBILITIES:
1. Prioritize new unscheduled service calls for branch’s service technicians
to best meet customer’s needs.
2. Provide direct supervision of all branch service technicians.
3. Set up daily and on-call schedule for all service technicians at branch
location.
4. Respond directly to customers and factories regarding service related
issues.
5. Provide technical support for branch parts department, walk-in customers
and customers over the phone.
6. Provide technical support to branch service technicians in the field to
resolve problems quickly.
7. Set up ready boxes or parts needed by technicians for assigned jobs.
ADDITIONAL RESPONSIBILITIES:
1. Contact customers as directed for leads, service issues and collection
issues.
2. Conduct/oversee weekly tech meetings as required by Area Manager.
3. In Area Managers absence, assume responsibility for daily branch
operations.
4. Be available to on-call service technicians (nights, holidays and
weekends) for technical support as required.
5. Performs other duties as required.
CONTACTS:
• Internal – Frequently with service technicians; regularly with other branch
staff and occasionally with other WFR staff at all levels as required.
• External – Frequent contact with customers.
MINIMUM QUALIFICATIONS:
• A High School diplomas or the equivalent in experience.
• 3-5 years previous experience as a Service Technician within the industry.
SKILLS, ABILITIES AND OTHER REQUIREMENTS:
• Good interpersonal and communication skills for verbal, over the phone
communications with customers and service technicians.
• The ability to understand and prioritize service calls and assign
technicians accordingly.
• Must be well organized and able to make and execute decisions to
promote customer and employee satisfaction.
• Ability to supervise and direct the work of others.
• Ability to handle multiple tasks simultaneously including multiple incoming
phone calls.
• Driving record acceptable under auto liability insurance guidelines.
WORKING/ENVIRONMENTAL CONDITIONS:
Less than 50% of the time spent:
• Shop environment.
• Some lifting up to 50 pounds without aid.
• On-call availability for technical support.
Greater than 50% of the time spent:
• Regular lifting of 5 pounds to 50 pounds depending on requirements of the
repair, maintenance, and/or installation.
• Repeated bending, twisting, stooping and kneeling.
• Extensive daily travel to work site location.
• Exposure to hot grease from fryers.
• On-call weekend rotation may be required (frequency varies with branch
size).