Operations Supervisor

Guardian Alarm•Cleveland, OH

55d•Onsite

About The Position

The Operations Supervisor, Field Technicians is responsible for overseeing, coordinating and controlling all functions of the assigned technicians to ensure prompt, high quality service to all customers. The Operations Supervisor, Field Technicians is responsible for providing supervision, quality assurance checks, on the job training and coaching, and direction in the field to their assigned technicians.

Requirements

Excellent organizational skills and attention to detail
Excellent time management skills with a proven ability to meet deadlines
Strong analytical and problem-solving skills
Strong supervisory and leadership skills
Ability to function well and maintain a calm demeanor in a high-paced and at times stressful environment
Strong self-motivation and a professional attitude
Thorough understanding of safety laws, regulations, and policies
Thorough understanding of or ability to understand the full product suite that Guardian offers
Proficient with Microsoft Office Suite or related software
High School Diploma or GED required
3-5 years’ experience in the security industry
High degree of knowledge of standards, practices, and panels commonly used in the alarm industry

Nice To Haves

Some supervisory or leadership experience preferred
NICET Level II or equivalent certification preferred

Responsibilities

Manages the day-to-day execution and implementation of Guardian field service strategies to ensure target levels of production are met.
Manage workload, overtime and overall demand on labor resource planning.
Coordinate with Corporate Training Manager to determine adequate skill and performance enhancement programs to keep assigned technicians technically sound and updated to enhance their productivity.
Generate field leads and assist technicians in selling upgrades and repairs.
Provides accurate and timely resolution of escalated customer issues to ensure customer satisfaction in accordance with Guardian standards.
Collaborate closely with install, field support, and customer operations teams to achieve optimum customer service, profitability and cost effectiveness.
Directs, maintains staffing, and assists in scheduling of assigned technician workforce to meet customer needs, customer schedules and Guardian standards on backlog reductions.
Maintains high quality of service by performing quality inspections on assigned technicians work in the field.
Implement and enforce all Guardian policies and procedures.
Maintain a good driving record.
Submit accurate and timely documentation including but not limited to work orders, updates on job progress, timecard approvals, billing reports, etc.
Assist with troubleshooting of install and service jobs performed by assigned technicians.
Review assigned technicians’ performance, productivity, certifications held, and skill set at the individual level.
50% of time should be spent in the field with assigned technicians.
Ensure assigned technicians are maintaining and accurately tracking their truck inventory levels in accordance with Guardian standards.
Ensure assigned technicians’ fleet vehicles are maintained in accordance with Guardian standards.