Field Service Supervisor
BlueCrest

Job Info

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Works under the direction of the Customer Service Manager and supervises a small team (8-10) Customer Service Technicians to maintain and increase customer satisfaction through high quality installation, repair and preventative maintenance of production equipment and software within a customer location. Works with Customer Service Manager to direct Team in achievement of assigned Service revenue budgets, technical targets and maintains collaborative partnership with Sales in driving sales revenue.

Key Accountabilities:

- Supervises and coordinates service delivery performance for Customer Service functions within customer on-site locations.

- Collaborates with client's operations leadership to coordinates service and maintenance activity to increase overall productivity.

- Manages service resources using equipment performance data, and business intelligence analytics.

- Drives key service performance metrics including NSat, Mean Time to Repair, Mean Time to Install, First Time Fix, Response Time, Callback prevention, etc.

- Participates in Continuous Improvement Initiatives, Operational Improvement Planning Meetings, Staff Communications Calls, and Team Communications Meetings.

- Ensures high degree of customer satisfaction through both direct and indirect contact. This will include maintaining close customer contact during the resolution of problem situations Responsible for working with the Customer Service Manager to implement proactive actions to continuously improve Customer Satisfaction metrics.

- Performs Monthly/Quarterly Customer reviews as assigned.

- Accountable for revenue and expense attainment within assigned area of responsibility.

- Supports resource scheduling, reporting and billing requirements for daily and after hour service coverage.

- Manages and approves overtime and high valued product maintenance expenses.

- Performs employee recruiting, hiring, coaching and counseling, terminations, annual performance reviews and merit administration. Works with the Customer Service Manager to guide the creation and implementation of individual career development plans.

- Administers recognition programs for assigned team and drives employee engagement strategies within team.

- Responsible for assuring the accurate and timely administration and reporting of customer account activities.

- Assists Sales with Customer site visits and presentations as required to drive Sales Revenues. Ensures Service Team is engaged in generating Sales Lead opportunities.

Qualifications

- Strong oral and written communication skills

- Strong service industry experience required.

- Time management and organization skills

- 3-5 years experience as Team Lead, Specialist, or Supervisor in a production environment, or 5+ years as Customer Service Rep

- Strong oral and written communication skills

- Strong service industry experience required.

- Time management and organization skills

3-5 years experience as Team Lead or Specialist or 5+ years as Customer Service Rep

This job has expired.