Service Supervisor

UltraSource LLC • Kansas City, MO

11d

About The Position

Since our founding in 1883, UltraSource has served the processing, packaging and labeling equipment needs of thousands of companies worldwide in the meat, poultry, seafood, produce and dairy industries. Our comprehensive offering includes hundreds of product solutions that meet the production line objectives, labor goals, budget constraints and brand image of our customers. Summary: Plans and coordinates all activities regarding installation, maintenance and ongoing support of equipment sold to customers. Provide technical support to both technicians and customers for all installation, training and repairs at customer facilities.

Requirements

• Five years of service technician experience (not limited to PLC relay logic, industrial control systems, and 3 phase electricity).
• Bachelor's degree in engineering or management preferred.
• Certificate from a vocational or technical school focusing on equipment service (including both mechanical and electrical coursework).
• At least three years of supervisory experience in a related field.
• Strong communication, organization, problem solving and analytical skills
• Ability to interact with engineering, manufacturing, and other teams to resolve issues as they arise
• Experience with Microsoft Office, including Outlook, Excel, Word and Teams
• Knowledge of CRM and MRP software; Dynamics 365 preferred

Responsibilities

• Schedule, supervise and evaluate installations of all UltraSource product lines for customers to ensure functionality according to specifications. Balance the field and in-house phone support workload.
• Coordinate problem resolution, training and debriefing with engineering, manufacturing and other team members.
• Provide technical support, supervise and schedule independent service representatives to perform repair and installation at remote customer sites.
• Provide technical performance and customer feedback to field service technicians.
• Review and approve timecards, service reports and expense reports for accuracy, documentation, billable hours and cost containment.
• Ensure technicians are updating CRM/ERP accurately and in a timely manner.
• Use ERP system to track and schedule service jobs; provide quotes to customers for service work. Responsible for scheduling technicians for telephone support, packaging, labeling and processing installation, training and repair for field work.
• Develop, implement, and document new training programs to improve customer retention and reduce the issues around customer complaints, including training and troubleshooting guides and videos.
• Will supervise service personnel (both in-house and remote), providing constructive and timely performance evaluations, rewarding/disciplining employees; addressing and resolving complaints and problems.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level