Onsite Supervisor
AVI-SPL

Job Info

Description

Job Summary
• This position is a combination of 1) management of multiple onsite technicians across various client locations and 2) day-to-day customer service focused on delivering integration installation and break/fix remediation for business-critical audiovisual communications systems and equipment. Essential Duties and Responsibilities
• Develop adopt and deliver best practice service levels across all onsite team; ensure that onsite staff are meeting or exceeding all contractual SLAs w.r.t. onsite service
• Assist Service Delivery Manager with Continuous Service Improvement (CSI) program with client and drive change
• Understand and identify Key Performance Indicators for successful engagement of company business at client sites
• Directly manage Onsite AV Technicians and support all onsite staff
• Promote and drive team collaboration and maintain team morale
• Ensure every team member completes a Skills Gap Analysis and has a Personal Training & Development Plan which is reviewed regularly
• Implement continuous performance management and appraisals for all onsite staff
• Conduct regular 1-on-1 meetings with all direct reports
• Ensure all onsite staff maintain attire professionalism and customer service standards as are appropriate to client expectations and specific regional differences between client offices
• Assist with enhancing informing and changing the Client perspective of AV strengths products and service ranges
• Devise and deliver promotional activities and assist Service Delivery and Account Managers wherever possible
• Help to promote the value of company onsite staffing services
• Collect statistical data including Service Level Agreement performance management information team performance and other business metrics for regular reporting.
• Participate in monthly / quarterly Service Review Meetings with client
• Drive the creation and enhancement of all onsite documentation (including Standard Operating Procedures (SOP) and Onsite Staff Handbooks). Ensure documentation processes and procedures are maintained in accordance with Client and company requirements
• Work with Regional Service Managers to ensure backfill for onsite staff PTO / emergency callouts
• Devise coverage plan that is consistent with client's holiday schedule
• Travel to various job sites as required Other duties assigned as neededSkills and Abilities
• Ability to manage and direct projects to completion
• Ability to utilize local market strategy in accordance with company direction
• Ability to analyze and interpret operational and financial data and prepare reports
• Ability to lead with confidence and create alignment among management and attract and develop staff
• Ability to direct a tea