POSITION SUMMARY:

Fives Intralogistics Corp. is seeking an experienced and self-motivated service professional to join our team to play an instrumental role in serving our customers and supporting the Services business as part of our company growth strategy. The Technical Services Supervisor will be responsible for overseeing and managing the field service staff, ensuring the timely and effective execution of field service activities, and maintaining the quality of all service outputs. This role will also oversee the 24/7 help desk case management, ensuring adherence to service case protocols and lifecycle management. Additionally, the position will support sales efforts by providing accurate time and cost estimates for service-related quotes.

 

CHARACTER QUALIFICATIONS:

 

1. Integrity – Is open, honest, and committed to giving the straight story every time – even when not good.
2. Ownership – Takes full, personal, individual, responsibility for their actions and work.
3. Innovation – Creates a culture of relentless improvement of products and processes to make every day better.
4. Service – Serves our clients, families, communities, and most of all, our people who are empowered to and safe in making decisions and taking actions that dare to make us better.

 

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Field Service Supervision:

 

• Supervise the field service team, ensuring that all personnel are effectively utilized, and their time and attendance are accurately tracked.

 

• Oversee the quality of field service activities, including the execution of tasks, the accuracy of reports, and the delivery of solutions.

 

• Ensure that all field service operations align with company standards and customer expectations.

                                   

2. Help Desk Case Management:

 

• Maintain high-quality standards for the 24/7 help desk by ensuring cases are correctly named, managed, and completed within the defined lifecycle.

 

• Collaborate with the help desk team to resolve complex issues and provide guidance on case handling.

 

3. Quality Assurance:

  

• Monitor and maintain the quality of all service outputs, both in the field and through the help desk.

 

• Conduct regular reviews of service activities to identify areas for improvement and implement corrective actions as needed.

 

4. Sales Support:  

 

• Provide time and cost estimates for service-related activities during the sales quoting process.

  

• Collaborate with the sales team to ensure that service quotes are accurate and competitive.

 

5. Reporting and Documentation:

  

• Generate and maintain detailed reports on field service activities, help desk cases, and service quality metrics.

  

• Ensure that all service-related documentation is accurate, up-to-date, and compliant with company standards.

 

6. Training and Development:

  

• Identify training needs for field service personnel and coordinate relevant training programs to enhance     skills and knowledge.

  

• Provide ongoing mentorship and support to team members to foster professional growth and development.