Technician Supervisor Remote Service

National Seating & Mobility•Franklin, TN

5d•Remote

About The Position

At all levels, working at National Seating & Mobility provides the opportunity to directly impact our client’s lives by giving them self-reliance and independence. Our teams are comprised of passionate individuals, dedicated to providing the best care to each client. We focus on abilities by leveraging technology and creating mobility solutions that are as unique as our client’s needs. Working at National Seating & Mobility is an opportunity to build a meaningful career, while leaving a lasting impact on the lives of those we serve. Located in more than 40 states, we strive for diversity and offer an array of benefits including 401k, company paid Long Term Disability, and tuition reimbursement.

Requirements

High School diploma/GED
2-4 years Call Center Experience
Advanced understanding of NSM enterprise software for order entry, labor capture, chair configuration, and scheduling.
Demonstrates advanced knowledge of diagnostic, troubleshooting, programming and repair protocols for all NSM equipment.
Advanced knowledge of NSM Branch & Technical Services operations.
Understanding of Advanced Electronic set-up, programming and troubleshooting.
Minimum of five years of experience in CRT or related fields.
Experience in assembly and/ or repair of mechanical or electronic devices.
Previous experience supervising a multifunction operation.
Previous experience in implementing Regional and National operational initiatives.
Ability to work in a fast-paced environment and manage reporting expectations.
Advanced knowledge of computer related skills: Microsoft Office, E-mail, and enterprise software.
Must possess valid State Driver’s License and have maintained a safe driving record.

Responsibilities

Supervise and educate Remote Service Technicians on advanced testing, diagnostics, and repair of all NSM products via remote telematic platforms.
Schedule field support Technicians when diagnostics cannot be completely evaluated remotely.
Assists in completing work orders, which may involve but is not limited to, the following: verification that all necessary client information is documented, entering equipment details, and verifying eligibility for funding.
Performs data entry of all pertinent information, including scanning documentation received.
Files documents and folders.
Supervises and reviews all documentation to obtain high levels of quality control and compliance.
Develops a culture dedicated to customer satisfaction and resolves Branch Leadership comments or concerns about products or services with Manager.
Supervises all productivity and performance standards; continuously improving metrics through training and leadership.
Assist Manager in branch onboarding of RSS Operations.
Provides input into hiring decisions and performance reviews of Technicians.
Accesses current information and technological advancements from manufacturers on installations, repairs, and part replacements for all NSM products.
Monitors Technician scheduling, operational excellence, and training programs.