Service Supervisor - Columbia/Okura

COLUMBIA OKURA LLC•Vancouver, WA

2d•$71,020 - $95,400•Onsite

About The Position

At Columbia, we are driven by the belief that innovation can transform industries, empower communities, and create a more efficient, sustainable world. With operations spanning five continents and a commitment to excellence in service and support, our purpose extends beyond engineering advanced equipment. We are pioneering innovation and paving a better tomorrow with factory automation solutions worldwide. This role directly supervises and supports internal functions of the Service department to maximize efficiencies with our field technician activities, including installation, startup, customer emergencies, and scheduling.

Requirements

Knowledge of Microsoft Office Suite (Word, Excel, PPT, Outlook).
Knowledge of Customer Relationship Management Software (SugarCRM preferred).
Analytical skills.
Project/Process Management skills.
Written and Oral Communication skills.
Organizational skills.
Interpersonal Communication skills.
Problem-Solving skills.
Management and Leadership skills.
Computer/Technical skills.
General understanding of Mechanical BOMs & Electrical Schematics.
Clerical/Secretarial skills.
General understanding of ladder logic.
Strong technical aptitude.
Ability to deal with abstract and concrete variables with high attention to detail.
Ability to provide a respectful work environment for others.
Ability to work well with others in a team atmosphere.
High School or GED required.
Vocational or technical training required.
5 years of supervisory experience preferred.
5+ years of automation/consumer package goods industry experience preferred.

Nice To Haves

Bachelor’s Degree preferred.

Responsibilities

Oversees Field Service Technicians (FST) activities to ensure customer satisfaction.
Coordinates department resources to meet customer expectations of 24/7 service coverage.
Oversees the service calendar to ensure trips are up to date, technicians are utilized effectively, and determines solutions to flex technicians to emergency site visits.
Hosts Service Turnovers meetings prior to tech travel to ensure the Field Service Technician understands project needs and information is properly documented.
Follows up on service trip results to provide exceptional customer service and responsiveness, including personally following up with management personnel to analyze and resolve challenging customer issues.
Communicates effectively to build customer relationships and keep all interested parties apprised of project and/or problem resolution status.
Oversees critical issues in the field to ensure prompt resolution.
Collaborates with customers, vendors, and appropriate departments to develop mutually beneficial solutions.
Coordinates in-house efforts to analyze warranty claims and determine if new processes and procedures are needed to minimize future warranty claims.
Manages RFQ's for installation projects, reviewing overall scope with vendors and quoting.
Depending on scope, oversees schedule coordination with internal and external vendors.
Provides backup support to assist the Parts and Service department during extreme call volume.
Assists teams during high volume calls to help minimize customer delays of service and impact to the department, aiming to assist on basic calls or gather information to prioritize calls.
Achieves financial objectives for the Field Service group by managing the Field Service budget and ensuring service trips are billed properly and flagged for review.
Utilizes CRM to manage customer relationships and oversees service cases to ensure timely resolutions.
Maintains and expands upon a customer knowledge database using CRM (SugarCRM).
Supervises staff respectfully, maintaining open and honest communication.
Periodically communicates clear expectations, monitors job results, and documents constructive coaching.
Enforces policies and procedures to ensure organizational consistency.
Maintains professionalism and confidentiality in employee selection, performance management, and employee relations.
Maintains professional and technical knowledge by establishing personal networks, attending professional workshops, and reviewing publications.
Contributes to team effort by attempting new assignments or filling in for others as needed.
Participates in applicable SOP and SWI training.
Supervises work of others, including planning, assigning, scheduling, and reviewing work, and ensuring quality standards.
Makes decisions with significant, broad implications for the management and operations of a division, contributing to overall company strategy and direction.
Resolves highly varied, complex, and often non-recurring problems requiring novel and creative approaches.