Field Service Technician Supervisor

at  Burroughs Inc

DESCRIPTION

Job Summary:
The Field Supervisor role is a managerial position – one that is required to possess leadership ability, exceptional execution skills, and that can focus on managing the field workforce to deliver exceptional customer experience. The Field Supervisor is a role that operates both in a field service environment overseeing operations pertaining to customer/client locations in designated districts, as well as supervising and managing assigned technicians within the district.
Key responsibilities include modeling appropriate behavior for subordinates, managing subordinates, ensuring and overseeing the provision of a high level of service in the field, while providing oversight and direction to field resources to achieve/or exceed current levels of service, business performance, and customer satisfaction.

Essential Functions/Key Responsibilities:

• Aid the Field Service Manager with review of district customer satisfaction levels.
• Provide input for adjustments and/or improvements and oversee subordinates to ensure compliance with field service dispatch and escalation processes.
• Set, manage, and maintain technician schedules, availability and time off to ensure adequate coverage is provided in the field.
• Problem solve and resolve escalated issues in the field regarding technical issues (and oversee subordinates doing the same), SLA requirements, response times and overall service delivery.
• Monitor, review and analyze district customer satisfaction levels. Provide input for adjustments and/or improvements and assure compliance.
• Monitor, review and analyze district service/implementation business performance. Provide input for adjustments and/or improvements and assure compliance.
• Mentor, coach, and lead all direct reports to achieve optimal efficient performance.
• Monitor, train, review, and analyze capabilities of technicians within the region. Assure that they are trained, certified, productive and proficient to meet or exceed customer needs by providing superior service and professional business performance.
• Oversee and ensure customer satisfaction levels for service and implementation solutions are met or exceeded throughout the district.
• Assure that district service and professional service business activities and processes are compliant with policies, procedures and standards where applicable.
• On occasion, ensure direct service delivery to customers in geographic DSA.
• Ability to travel within the district up to 20% of the time.

Knowledge, Skills and Abilities:

• Leadership, supervisory, and managerial skills are a must.
• Position requires a highly motivated individual with a solid performance history of demonstrated business acumen, and ability to coach and manage others.
• Excellent customer communication skills.
• Acute attention to detail
• Strong interpersonal skills
• Strong analytical and problem-solving skills
• Good planning and organizational skills to balance and prioritize work
• The individual should demonstrate and possess a good understanding and knowledge of on-site field service, professional services and business development strategies.
• Knowledge of Company product and service offerings and deliverables; Company operating planning and deployment processes; Company operational and financial standards and requirements; Service Order Attainment and Onboarding processes and deliverables; Company service management/coordination requirements; professional service coordination requirements. (preferred)
• The individual must be a leader with the ability to communicate effectively (oral/written) and demonstrate good problem-solving skills. The individual should possess the ability to satisfy customer requirements with appropriate resource management while creating a culture and operating environment where teams are inspired to meet performance objectives.

Physical Requirements and Working Conditions:

• The Field Supervisor is a role that operates both in a field service environment covering customer/client locations in designated districts as well as a partially sedentary role, requiring use of typical office equipment such as a computer, laptop and cell phone
• This job requires travel within the district to lead and monitor your team
• This job requires extended availability to field escalations on an as needed basis

Education and Experience:

• 2+ years of experience servicing electro-mechanical equipment.
• Supervisor experience expectations: 0-2 years or, equivalent experience responding to escalated questions from other Service Technicians.
• Must hold a valid provincial driver’s license with clean Motor Vehicle Report (MVR) Driver’s Abstract.
• High school diploma or GED
• Some technical school training preferred, but not required.
• Demonstrates an intermediate mechanical, technical, electronic skill set.
• Holds certifications/passed training and has demonstrated proficiency servicing certain vendor equipment serviced in geographical area.
• Experience managing a remote workforce
• Experience using MS Office suite, and service ticket tracking solutions.
• Standard Microsoft applications, including Windows, Outlook, Excel, and Word preferred

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice, except as may be minimally required by law.
Accommodation: Please note that Burroughs offers accommodation as required in accordance with the applicable provincial human rights legislation

• Aid the Field Service Manager with review of district customer satisfaction levels.
• Provide input for adjustments and/or improvements and oversee subordinates to ensure compliance with field service dispatch and escalation processes.
• Set, manage, and maintain technician schedules, availability and time off to ensure adequate coverage is provided in the field.
• Problem solve and resolve escalated issues in the field regarding technical issues (and oversee subordinates doing the same), SLA requirements, response times and overall service delivery.
• Monitor, review and analyze district customer satisfaction levels. Provide input for adjustments and/or improvements and assure compliance.
• Monitor, review and analyze district service/implementation business performance. Provide input for adjustments and/or improvements and assure compliance.
• Mentor, coach, and lead all direct reports to achieve optimal efficient performance.
• Monitor, train, review, and analyze capabilities of technicians within the region. Assure that they are trained, certified, productive and proficient to meet or exceed customer needs by providing superior service and professional business performance.
• Oversee and ensure customer satisfaction levels for service and implementation solutions are met or exceeded throughout the district.
• Assure that district service and professional service business activities and processes are compliant with policies, procedures and standards where applicable.
• On occasion, ensure direct service delivery to customers in geographic DSA.
• Ability to travel within the district up to 20% of the time