About the position
Welcome to Aventiv! Please watch this brief video to find out if this is the place you want to be! Aventiv Technologies - Where your future awaits (youtube.com). This position is responsible for managing a team of 12-15 Field Service Technicians I, either on-site or in a roving capacity. This role involves customer management, employee oversight, and achieving business objectives while fostering customer loyalty. Lead the team that focuses on processes and procedures, workflows, customer satisfaction (CSAT), employee management, key performance indicators (KPIs), and inventory management. Additionally, provide support to our tablet customers by managing programs and ensuring optimal usage and accountability of tablets, alongside performing minor site repairs that meet service level agreements (SLAs).
Responsibilities
- Drive performance and lead Key Performance Indicators (KPIs) to achieve departmental and company success metrics, including break-fix SLA response and resolution.
- Meet company objectives for customer satisfaction through continuous improvement initiatives, leveraging feedback from Customer Value, Transactional, and Installation surveys (CSAT).
- Set up and maintain individual tablets for users.
- Supervise a team responsible for repairing phones, kiosks, video terminals, charging stations, tablets, and other necessary equipment within correctional facilities in the assigned area.
- Foster professional rapport with team members.
- Ensure team technical performance through training courses and in-person sessions.
- Analyze reports to guide associates in customer service efforts and develop service schedules for each associate.
- Serve as a subject matter expert on required products and train assigned associates as needed.
- Assign tasks, manage schedules, and provide coaching as necessary.
- Ensure team members operate efficiently and effectively.
- Conduct team and customer meetings regularly.
- Maintain inventory, ensuring that extra or damaged stock is returned from multiple sites.
- Assist in educating and training Securus customers, providing technical support and following instructions for Securus products and services.
- Oversee and manage assigned company inventories and assets (tools, vehicles, parts inventory, laptops, etc.).
- Supervise team expenses, capital, and headcount, analyzing strategies to reduce operational costs.
- Conduct regional asset management, including truck inventory, company vehicles, and tools; perform quarterly inventory counts.
- Prepare and deliver reports, communications, and presentations to management and regional leadership.
- Execute additional responsibilities as assigned.
Requirements
- High school diploma or GED
- 3+ years of related experience
- Experience working with Windows OS, VOIP, and wireless technology.
Nice-to-haves
- 2 + years of installation repair and maintenance of telecom and networking devices.
- 5+ years previous supervisory experience
- Previous experience working in law enforcement or correctional environment.
Benefits
- Health Insurance
- 401(k)
- Disability
- Life Insurance
- Paid Time Off
- Voluntary Benefits
