Field Service Supervisor/Manager

Whaley Foodservice-posted 3 months ago
Full-time • Mid Level
Dothan, AL
251-500 employees
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This position is responsible for scheduling and work flow among the service technicians. In addition, this person may also act in the capacity of the service technician job description based on the needs of the business. Spends more than 50% of their time in the field performing service work.

  • Prioritize new unscheduled service calls for branch’s service technicians to best meet customer’s needs.
  • Provide direct supervision of all branch service technicians.
  • Set up daily and on-call schedule for all service technicians at branch location.
  • Respond directly to customers and factories regarding service related issues.
  • Provide technical support for branch parts department, walk-in customers and customers over the phone.
  • Provide technical support to branch service technicians in the field to resolve problems quickly.
  • Set up ready boxes or parts needed by technicians for assigned jobs.
  • Contact customers as directed for leads, service issues and collection issues.
  • Conduct/oversee weekly tech meetings as required by Area Manager.
  • In Area Managers absence, assume responsibility for daily branch operations.
  • Be available to on-call service technicians (nights, holidays and weekends) for technical support as required.
  • Performs other duties as required.
  • A High School diploma or the equivalent in experience.
  • 3-5 years previous experience as a Service Technician within the industry.
  • Good interpersonal and communication skills for verbal, over the phone communications with customers and service technicians.
  • The ability to understand and prioritize service calls and assign technicians accordingly.
  • Must be well organized and able to make and execute decisions to promote customer and employee satisfaction.
  • Ability to supervise and direct the work of others.
  • Ability to handle multiple tasks simultaneously including multiple incoming phone calls.
  • Driving record acceptable under auto liability insurance guidelines.
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