CVA Service Supervisor

Holt of California•West Sacramento, CA

12h•Onsite

About The Position

Supervises and organizes the execution of Customer Value Agreements (CVAs) and planned maintenance programs. Serves as the primary point of contact for internal and external customers regarding CVA services, scheduling, agreement compliance, and service delivery. Leads technicians and support resources to ensure safe, timely, and profitable completion of preventive maintenance and contractual service obligations while maintaining high levels of customer satisfaction.

Requirements

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of this organization.
Ability to add, subtracts, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio and percent.
Ability to define problems collects data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Ability to conduct oneself in a manner that is professional and business-like at all times.
Must have experience with computers to include the Microsoft Office suite.
Must have a valid California driver’s license and a clean DMV report.

Nice To Haves

Accountability - Ability to accept responsibility and account for his/her actions.
Accurate - Ability to perform work accurately and thoroughly.
Analytical Skills - Ability to use thinking and reasoning to solve a problem.
Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
Customer Oriented - Ability to take care of the customers' needs while following company procedures.
Detail Oriented - Ability to pay attention to the minute details of a project or task.
Organized - Possessing the trait of being organized or following a systematic method of performing a task.
Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

Responsibilities

Work Closely with the General Service Manager to identify and support customer maintenance and service requirements.
Develop and maintain strong relationships with internal and external customers.
Review CVA agreements to ensure service commitments are properly scheduled and executed.
Interview customers to accurately define maintenance and service needs.
Establish and document agreed priority levels, target completion dates, and service requirements
Support customer retention efforts through proactive communication and quality service execution.
Plan and organize CVA Service Execution.
Prepare work order opening/job segmentation.
Order parts and service materials in accordance with CVA agreements and maintenance profiles.
Schedule preventive maintenance inspections and services per PM agreements.
Maintain scheduling systems and planning tools to ensure accurate resource allocation.
Identify PIP/PSP/CVA opportunities in conjunction with requested service needs.
Pre-plan tooling, parts, labor, and support requirements prior to job execution.
Ensure purchase orders, customer authorizations, and billing information are accurately documented on work orders.
Monitor upcoming service requirements to ensure contractual commitments are completed on time.
Supervises CVA Field Technicians.
Lead and coordinate daily activities of assigned Field Technicians and support resources.
Dispatch personnel and provide job-specific instructions to ensure safe and efficient execution.
Works with General Service manager to create and implement training and development plans for technicians.
Conduct performance discussions, coach employees, recognize achievements, and address performance concerns in accordance with company policies.
Promote a culture of safety, teamwork, accountability, and continuous improvement
Manage CVA operational performance.
Monitor agreement compliance, service completion rates, labor utilization, and customer satisfaction metrics.
Review work order quality, documentation, and billing accuracy.
Identify opportunities to improve planning, scheduling efficiency, service execution, and profitability.
Support annual business planning and growth initiatives related to CVA operations.
Ensure all work is performed in compliance with company safety standards and operating procedures.
Pro-actively communicate and document all changes to customers.
Scheduling changes.
Job status changes.
Job scope changes
Additional repair recommendation identified during inspections.
Cost estimates/flat rate prices.