In Home & Shop Technician Supervisor

Ashley Furniture Industries•Spanaway, WA

5d•$20 - $30•Onsite

About The Position

The Distribution Center In-Home/Shop Technician Supervisor oversees and manages the daily operations of a team of In-Home and Shop technicians, ensuring they complete tasks efficiently, safely, and in accordance with quality standards. This supervisory role coordinates with the Regional Manager on work schedules, provides technical guidance, monitors performance, and ensures that all In-Home, In-Store, and Shop repairs and warranty work is completed on time and to Manufacturer specifications. The In-Home/Shop Technician Supervisor plays a critical role in maintaining a productive and safe working environment, ensuring compliance with all relevant regulations including best practices and safe driving standards while fostering a culture of customer satisfaction and operational excellence.

Requirements

High school diploma or GED equivalent required
Minimum 3-5 years of experience in furniture repair, in-home service, or technical field service
Minimum 2 years of supervisory or team leadership experience
Strong technical knowledge of furniture construction, repair techniques, and warranty standards
Excellent leadership and team management skills with ability to motivate and develop technicians
Strong organizational and time management skills with ability to manage multiple priorities
Excellent communication skills, both written and verbal, with customer service orientation
Proficiency with scheduling software, mobile applications, and Microsoft Office Suite
Knowledge of OSHA regulations, vehicle safety, and safe driving practices
Valid driver's license with clean driving record
Ability to work flexible hours including evenings and weekends as operational needs require
Physical ability to perform furniture repairs, lift up to 75 lbs, and conduct field inspections

Nice To Haves

Associate's degree in Business Administration, Operations Management, or related field
5+ years of furniture repair or technical service experience in retail or distribution environment
Experience with Ashley Furniture products, warranty processes, and repair specifications
Familiarity with Product Quality High Jump or similar quality management systems
Knowledge of route optimization and field service management software
Background in training and development with ability to conduct technical skills training
Lean or Six Sigma certification with process improvement experience
Understanding of inventory management and parts procurement
Experience with customer satisfaction programs and service recovery
CDL (Commercial Driver's License) or experience managing vehicle fleets

Responsibilities

Direct and supervise a team of In-Home and Shop technicians, assigning tasks and ensuring work is completed on time and to required quality standards
Provide training and development opportunities to improve team technical skills, customer service abilities, and overall performance
Foster a positive, collaborative, and accountable team environment that promotes engagement and retention
Conduct performance evaluations and provide coaching, feedback, and developmental guidance to technicians
Make employment decisions and/or recommendations on hiring, improvement plans, transfers, promotions, corrective actions, and terminations
Build strong relationships with technicians based on trust, respect, and clear communication
Plan, prioritize, and schedule daily work assignments to ensure timely completion of In-Home repairs, In-Store service calls, and Shop warranty work
Monitor workflow, ensuring that work is progressing as planned, and adjust routes and schedules as necessary to meet timeframe requirements and customer deadlines
Coordinate with the Regional Manager on work schedules, resource allocation, and operational priorities
Balance workload across the team to optimize productivity and ensure equitable distribution of assignments
Manage technician territories and routing to maximize efficiency and minimize drive time
Ensure all work meets the company's quality standards and Ashley Manufacturer Warranty Specifications for furniture repairs and service
Review operating goals and standards on a daily basis and monitor achievement while ensuring adherence to all Standard Operating Procedures
Inspect completed work for accuracy, thoroughness, and quality through PAI (Post-Appointment Inspection) reports and field audits
Ensure proper use of company software including "Product Quality High Jump" in Shop for documentation and quality tracking
Process and facilitate returns, exchanges, or repairs for defective or unsatisfactory products in accordance with company policies
Monitor first-time fix rates, customer satisfaction scores, and quality metrics
Ensure that all vehicles, tools, machinery, and equipment are well-maintained, sustained, and in proper working condition
Coordinate vehicle inspections, preventive maintenance, and repairs to minimize downtime and ensure technician readiness
Oversee the inventory of parts, tools, and supplies, ensuring that items are available when needed for efficient service delivery
Manage parts ordering, stock levels, and inventory accuracy to support technician operations
Ensure proper storage, handling, and security of company assets and materials
Enforce safety policies and ensure that all work is conducted in compliance with health and safety regulations including OSHA requirements
Promote a culture of safety, providing guidance on safe working practices, defensive driving practices, and addressing potential hazards
Conduct safety meetings, training sessions, and audits to reinforce safe behaviors and compliance
Investigate incidents and accidents, document findings, and implement corrective actions to prevent recurrence
Ensure technicians use proper personal protective equipment (PPE) and follow safe work procedures
Monitor individual and team performance against RiFT (Right First Time) expectations and CPH (Cases Per Hour) standards, providing feedback, coaching, and guidance as necessary
Track key performance indicators (KPIs) including productivity, quality, customer satisfaction, and safety metrics
Identify performance gaps and implement improvement plans to drive results
Recognize and reward high performers while addressing performance deficiencies through coaching or corrective action
Conduct regular one-on-one meetings with technicians to discuss performance, goals, and development
Implement best practices to enhance customer satisfaction, productivity, and reduce repair times
Identify opportunities for process improvements and efficiency gains in service delivery
Analyze performance data to identify trends and areas for improvement
Support continuous improvement initiatives and participate in problem-solving activities
Ensure technicians deliver exceptional customer service and represent the Ashley brand professionally
Demonstrate the Company's Core and Growth Values in the performance of all job functions
Model expected behaviors and hold team accountable to company values and standards