Service Supervisor - Dock and Door

LiftOne•Charlotte, NC

29d

About The Position

The Service Supervisor is responsible for coordinating Dock and Door customer service activities and has responsibility of all activities in the shop and the field and must have a strong desire to lead and grow Dock and Door technicians. LiftOne invests in our employee’s through on-going training and development to enhance skills and performance. Excellence in this challenging and rewarding position could create advancement into other leadership roles in the organization.

Requirements

Bachelor’s degree from a four-year college or university preferred; in addition to two - four years’ related experience and/or training; or equivalent combination of education and experience.
Proven leadership experience with a strong track record of results
Excellent verbal and written communications skills
Ability to solve practical problems and deal with a variety of concrete variables
Strong listening and presentation skills
Proficient in the use of Microsoft Office (Word, Excel, Outlook and PowerPoint). Desire and ability to learn and utilize auxiliary systems such as Salesforce, SAP and ServiceMax.

Nice To Haves

Previous experience in the Dock and Door industry strongly preferred.
Experience with material handling or other service-oriented industries preferred
Experience with lean operating systems and continuous improvement preferred

Responsibilities

Participate in the site level lean management system including daily performance huddles, Gemba walks, root cause problem solving, and adherence to leader standard work
Monitor safety, quality, delivery, and cost metrics to drive customer satisfaction and site profitability
Moderate technician team meetings and escalate roadblocks or hurdles to the service manager or central support resources
Visit with customers, support techs, and follow up on quality in the field on occasion
Establish the safety culture and ensure adherence to all company safety policies along with company policies and best practices
Approve timesheets and work orders and leverage our service platform to maintain accurate records of work performed and parts utilized
Dispatch and manage all work orders and cross-level work between resources
Drive accountability for quality standard and ensure good appearance of tech vans and inventory levels
Manage the preventative maintenance program to achieve the company standards of completion
Aggregate and escalate the voice of the technician to ensure we are removing roadblocks for our key customer service touchpoints
Conduct performance appraisals, training and development activities for technicians (e.g. promotions, salary increases, terminations, disciplinary actions, etc.)
Assist in determining technician staffing levels and technician career development
Other duties as assigned.