Field Service Supervisor

Description

POSITION SUMMARY

The purpose of the Supervisor position is to support the flow of communication of all field/onsite processes. The position requires a positive attitude and commitment to excellence, as well as a strong and open communication line with technicians, team leads, management, and Clients.

The supervisor will be supported and directed by the area manager. The supervisor will distribute information and work best practices amongst the teams. The supervisor will work with the Team leads to assign and delegate work responsibilities to team members, creating a proactive work environment. The supervisor will assess the skill level of team members and help in the development of their knowledge base.

KEY RESPONSIBILITIES

The Supervisor plays an active role in customer relationships, consistently communicating and meeting with clients as required daily. The Supervisor supports and organizes priorities to help meet client deadlines. The Supervisor works with the team leads to schedule maintenance, ensuring the lowest impact possible to client job runs. Communicate and retain information of events on the floor, escalate, and report to the manager any excessive downtime or unresolved issues through e-mail, phone call, or face-to-face meetings.

With excellent leadership skills and a strong work ethic, the supervisor position will evolve as we move forth toward a clean, safe, more organized, and more efficient work environment.

In addition, the Supervisor position is responsible for:

1. Monitor Customer Health and provide performance data on a regular basis.
2. Track contractual obligations and entitlements being met/followed as part of service activities.
3. Support escalations of client concerns and needs, including proactive follow-up communications and action plans.
4. Support planning, coordination, and execution of equipment installations and upgrades.
5. Support technical assessment and resolution of escalated equipment breakdown and performance problems.
6. Support incremental business development (contract growth, other service sales, new programs, partnerships, and professional services).
7. Distribute and clarify company communications.
8. Track and approve timecards, including exception entries (ADP).
9. Provide information for quarterly progress meetings with team members and ensure development plans, skill trackers, and career pipelines are updated and reviewed.
10. Ensure proper inventory policies are followed.
11. Schedule and support inventory cycle count activity.
12. Completion of assigned and self-initiated training on time.
13. Monitor employee issues or concerns and escalate to the Service Manager.
14. Support timely billing and invoice accuracy.
15. Identify new machine and service opportunities and create leads.
16. Troubleshoot and resolve customer-reported and self-identified problems.
17. Ensure scheduling and execution of preventative maintenance is within SLA compliance.
18. Ensure technical training requirements for applicable equipment.
19. BlueCrest Advocate.
20. Client Advocate.
21. Effective leader within the BlueCrest Service Organization and Client environment.

Qualifications

1. 8+ years experience in Electronics Technology, Computer Technology, or other technical related field.
2. Ability to travel by air and ground. Valid driver’s license and must be able to meet and maintain a qualified driver’s status according to the BlueCrest Motor Vehicle Policy. Motor vehicle record may be verified.
3. Available to work evenings and/or weekends to support facility schedules. May include working with short-notice and on-call responsibilities.
4. Fluent in English, both written and verbal.
5. Must be self-motivated, organized, and responsible to plan, execute, and document.
6. Must be able to complete work responsibilities with little supervision. Effectively exercise discretion and independent judgment.
7. Strong computer skills: Internet navigation, word processing, spreadsheets.
8. Ability to work effectively as a team member, assisting when and where needed.
9. Background check will be conducted.