Field Service Supervisor

Position: Field Service Supervisor
Department: Service
Reports To: Service Manager
Salary grade: DOE
FLSA Status: Full Time / Exempt
Location: The Woodlands

Description

This position is responsible for direct-field level (80-90% employee/customer direct) service management and a typical span of control of five to ten Field Technicians. Functions of the job include delivering superior service quality, financial revenue and cost management in line with budgetary goals and employee development as it may pertain to overall company objectives. The ability to interpret data-points relative to performance standards and to translate these measures into minimum individual employee performance expectations. Administering career-counseling focused on employee development as it pertains to reaching and sustaining company performance goals, customer satisfaction, financial health and other company objectives as outlined by senior management. This position is responsible for working cohesively with other functional groups / department heads to ensure the team is focused in support of the overall company vision, mission, goals and objectives.

Responsibilities

• Responsible for the overall Field Services Unit/Department

• Oversees all field service activities and is responsible for the overall market-level performance of customer service and satisfaction

• Effectively interact with other functional groups to ensure the department is working cohesively with the entire branch office to achieve DOCUmation’s overall goals and objectives

• Responsible for work unit management of contract renewals and cost management as defined within budgetary goals

• Responsible for customer relations and other activities including problem resolution relative to difficult customer service problems and concerns

• Responsible for the overall training and development of all technical staff, personnel activities and customer relations

• Responsible for headcount/staffing and manpower-planning

• Responsible for maintaining effective “feet on the street” planning around vacation and training scheduling; monitoring call balancing and even-distribution of work-load

• Responsible for administering performance management programs as outlined in the field service performance management plan

• Responsible for administration and compliance of FSM Monthly Planner and all of its individual performance elements

• Responsible for keeping the service organization on track as it pertains to technology development and technology convergence

• Recommends and/or initiates actions involving discipline, promotion, transfer and career-development for all service employees

• Responsible for the implementation and execution of new plans, programs and/or projects

• Responsible for achieving Customer Satisfaction objectives as outlined in Department Performance Expectations

• Responsible for achieving Financial Performance objectives as outlined in Department Performance Expectations

• Responsible for achieving Employee Development objectives as outlined in Department Performance Expectations

• Manage the utilization of assets and resources to achieve targeted financial results and to create superior value for DOCUMATION and our customers

• Analyze customer needs, recognize business opportunities, and influence sales volume growth

• Communicate and interact with customers, field service, sales, management, and administration in a way that is courteous, positive and professional

• Complete all administrative aspects of the job on time and error-free

• Perform other activities that support DOCUMATION and our service organization

• Fully comprehend and assist with implementing performance standards

• Ongoing inspection of all records and subsequent reports to each supervisor/manager

• Responsible for development, implementation and ongoing supervision of quality improvement programs

Experience & Required Skills

• Technical knowledge/skills

• Analytical Skills (problem identification)

• Attentive to Detail

• Customer service orientated

• Business skills

• Communication Skills – verbal and written

• Planning and organization skills (work management)

• Teamwork (cooperation)

• Work standards (concern for quality)

• Follow-up

• Excellent supervisory, organizational and training skills

• Skilled in program development and execution

• Skilled in coordinating activities, evaluating data and establishing priorities

• Excellent communication and presentation skills

• Ability to work independently

• A , N Certifications preferred

• Ability to use Microsoft Office Suite

Education & Certification

• High school diploma or equivalent

Physical Requirements

• Ability to occasionally stand, stoop, bend, and kneel

• Manual dexterity to use hands and fingers to handle, control device parts

• Visual acuity to read printed and electronic documents

• Ability to regularly speak clearly so listeners can understand

• Ability to understand the speech of others

• Ability to lift 50 pounds

• Ability to pull, lift, reach, and transport equipment parts and boxes

Special Requirements

• None.