Service Operations Supervisor

POSITION OVERVIEW

 Plans, manages, and coordinates all activities of Service Technicians and Inspectors ensuring Tech Electronics' customers receive consistent, high quality service within appropriate timelines. Responsibilities include, but are not limited to, personnel management of all assigned field employees, technician and inspector training and development plans, verification of Service Database, oversight of department hours and utilization rates, Service billing issues and escalations, Service Channel projects, etc. Additionally, this position is directly responsible for ensuring complete customer satisfaction by assuring all calls are handled in a professional, timely manner.

Essential Functions

• Supervise the daily activities of assigned Service technicians and Inspectors. Continually provides feedback regarding performance to Technicians and Inspectors.
• Manages all service activities of Tech Electronics' assigned communication systems.  Responsible for cost, quality, and customer satisfaction of all service activities.
• Oversees the verification of accuracy in the customer service database including, but not limited to, system warranty dates, system maintenance dates, manufacturer software support agreements,  system manufacturer and model installed at customer site, service history, customer name, site address and system location; verifies direct reports are sending in updates to database to appropriate data entry personnel.
• Develops service repair stock requirements for the St. Louis warehouse and Service Technician and Inspector vehicles.
• Oversees Tech Electronics' fulfillment of all service and/or maintenance responsibilities as identified in service contracts.
• Ensures that all monthly, quarterly, semi-annual and annual system inspections are performed within Service Agreement timelines and are properly documented and maintained.
• Responsible for assigning service personnel to routinely check on materials ordered, as well as equipment sent to factory repair facilities to insure a timely response in both situations.
• Oversees all "job handoffs" with Operations in order to maintain the customer's communication system(s).
• Oversees the resolution of all manufacturers recalls after the system has been installed; minimizes cost to the company and/or customer for repair/replacement of such recalls.
• Provides feedback to each Channel, Department, Director of Business Development, and/or Office Director on manufacturer discontinued or obsolete parts or systems; continuously reviews and informs Channel and Office Director of customers and systems in need of upgrades.
• Responsible for assisting the Channel Director in the annual service budget.
  • Develop training budget for all "on the job" and formal manufacturer training programs for all assigned personnel.
  • Develops Service tools, loaner equipment and Service lab equipment budget.
• Responsible for measuring and improving utilization rates of service technicians, inspectors and other assigned staff as defined by the Director of Service; suggests methods to improve operations, processes, efficiency and service to both internal and external customers.
• Creates agenda and leads Service Technician and/or Inspector meetings.
• Establishes and updates service response time and resolution guidelines though continuous feedback from the customer, Channel Director, Help Desk/Customer Care Manager and Directors of Business Development.
  • Assures that all service personnel are aware of such time lines.
  • Develops and maintains measurement systems to assure that response and resolution guidelines are achieved and takes corrective actions as required
• Trains and develops department personnel under the direction of the Director of Service.
  • Outlines the development and implementation of "on the job" and formal manufacturer training programs for all service personnel.
  • Ensures that service personnel are assigned work orders in line with training received to maximize return on investment.
  • Oversees the participation of service personnel in training programs and seminars for required industry or system certifications.
  • Reviews ongoing performance results and identifies needs of employees.  Implements coaching or mentoring partnerships as appropriate.
• Assists service sales personnel and other company sales personnel in the following areas:
  • Review and development of new products, systems and services.
  • Conducting job surveys and provides required estimates of field labor and other logistical issues to minimize company's risk.
  • Assist in establishing estimating standards for field labor and expense, supervision and other applicable costs.
  • Feedback to improve our submission scope of work, project objectives and customer responsibilities so that the work to be performed is clear for our field staff and the customer.
• Responsible for maintaining relationships with key Service Accounts to define and continuously improve the deliverables provided by the Service department and solicit sales of new or additional services.
• Responsible for emergency pricing on Service replacement quotes required for down systems.
• Takes lead in handling all disaster documentation, including interfacing and working with insurance companies and/or attorneys.
• Responsible for maintaining knowledge of codes and ordinances which influence our Service deliverables to the customer, i.e. NFPA 72, NEC, BOCA, Joint Commission, etc.
• Maintains an excellent relationship with IBEW Local One and all Illinois IBEW local business agent(s); maintains detailed knowledge of IBEW local one Communications, Wiremen and all Illinois local IBEW work rules; provides input to Tech's IBEW liaison as required in improving relationships with IBEW Local One.
• Maintains a favorable working relationship with all employees and managers to promote a cooperative and harmonious working environment in order to facilitate positive employee morale, productivity and continued improvement.

Secondary Functions

• Accomplishes all tasks as appropriately assigned or requested.
• Performs standby manager duties as required.

SUPERVISORY DUTIES 

Is responsible for the overall direction, coordination, and evaluation of the direct reports listed below.  In accordance with applicable Company policies/procedures and Federal/State laws, may perform the following supervisory responsibilities:  Interviewing, hiring, orienting and training employees; planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Supervises:

• Service Technicians
• Inspectors

QUALIFICATION REQUIREMENTS 

The following are the minimum qualifications an individual needs in order to successfully perform the duties and responsibilities of this position.  The requirements listed below are representative of the knowledge, skill, and/or ability required. 

Education:

• Bachelor's degree in Business or appropriate technical field or equivalent industry experience
• Must include formal training in electronics

Experience:

• Ten or more years working in the capacity where the maintenance and repair of electronics are used on a daily basis and/or working in the capacity of a Technician.
• Management experience with hourly personnel and similar supervisory structure; Union personnel supervisor experience a plus.
• Detailed knowledge of NFPA 72 code is also a plus

 License(s)/Certification(s) Required:

• Valid state Driver's License
• Must maintain Automobile Liability Insurance with minimum limits of:
  • $100,000 each person
  • $300,000 each accident
  • $100,000 property damage
• Must obtain and maintain NICET Level III certification

 Travel Required: 5% of time could be utilized traveling

Current Openings for Service Operations Supervisor Jobs at Tech Electronics