Service Supervisor

POSITION PROFILE

Supervises, supports and develops a group of technicians in order to meet the service level agreement and customer satisfaction in both lines of business, OP products and OS solutions support.  Acts proactively to prevent situations affecting service performance and improve service productivity. Responsible for the maintenance of employee productivity and the presentation of the department's expected results as well as the Group's engagement index indicators.

Job Duties and responsibilities: other duties may be assigned

• Oversee the field operations of your group of technical service representatives to ensure that the service provided meets the quality standards established by the company and ensures correct task assignments and service area coverage.
• Plan and implement a proactive schedule of customer visits as a customer retention strategy and anticipate technical service needs of the market.
• Manage the performance and development of the technical service representatives under him/her to ensure that they fulfill all key responsibilities, maintain control of their territories and are trained to develop the department and improve the quality of technical service.
• Coordinate at least one monthly meeting with your group of technicians to communicate important company information, review status of field operations and discuss major department projects, objectives or changes.
• Supervision of the use of spare parts and tools by technicians, ensuring the inventory is up-to-date and supplies are available when needed.
• Organization and supervision of training programs for technical staff, ensuring they are up to date with the latest technologies and procedures.
• Ensuring that all field operations are carried out in accordance with regional or corporate guidelines and policies.
• Be responsible for resolving any situation with customers regardless of whether it is outside working hours. Handling critical situations or escalated cases from customers, providing solutions and communicating with involved parties.
• Acting as a point of contact for customers on technical and service issues.
• Be responsible for maintaining proper communication with the customer in follow up to any warranty claim until it is resolved.
• Generating and reviewing service reports for customers, ensuring the information provided is accurate and useful to them.
• Perform all supervisory duties and assume managerial responsibilities when necessary.
• Identifying opportunities to implement new technologies or processes that improve efficiency and service quality.
• Collection and analysis of data on team performance, response times, and customer satisfaction, proposing process improvements.
• Influence behavior of others and achieve behavior modification by using appropriate methods of persuasion.
• Encourage your group to generate revenue by selling maintenance programs, supplies, accessories, inducing sales and actively supporting contests.
• Implement, maintain and review security measures defined by asset owners.
• Understand and become familiar with all applicable information security and environmental conservation policies, standard procedures and legislation.
• Report and record any incidents, vulnerabilities and opportunities for improvement in Information Security and ISO 14001.
• Safeguard company information and information entrusted to him/her.

Qualifications (Education, Experience and Certifications)

• Bachelor's degree in Electronics or Information Systems from an accredited university and three (3) to five (5) years of related experience.
• Must have valid driver's license and own car in good condition.
• Must maintain active public liability insurance as determined by the Company.

KNOWLEDGE, Skills And Abilities

• Ability to analyze problems, apply common sense to understand written, oral instructions or diagrams. Ability to handle problems involving concrete variables in standard situations.
• Mastery of verbal and written communication skills that allow him/her to express him/herself with clarity and certainty in English and Spanish with internal or external personnel at any hierarchical level.
• Works under a fixed shift, which may vary as Management deems necessary. Most of his time is spent driving.
• Expected Leadership Competencies such as Delivering Business Results, Developing People, Communicating, Establishing Direction.

Functional /technical competencies 

• Knowledge and experience in the use of Microsoft Office operating system (Word; Power Point and Excel), Window and Outlook.
• Must have valid driver's license and own car in good condition. Must maintain active public liability insurance as determined by the Company.