After Hours Technician Supervisor - North Central Region

Department: Service - Field Service

Employment Type: Permanent - Full Time

Location: United States/Remote

Reporting To: Regional Service Vice President

Description

ROLE PURPOSEThe Afterhours Technician Supervisor (ATS) is responsible for coordinating and supervising approximately 40 - 50 on-call or after-hours shift Field Service Technicians (FST), within their individual assigned on-call work zones. The ATS is responsible for handling escalations from on-call or after-hours shift FSTs, approving and ordering parts from the after-hours parts warehouses, ensuring attendance and availability of all on-call or after-hours shift FSTs, as well as being a contact for customers receiving afterhours service and resolving their service issues. The ATS will not directly manage FSTs, but they will supervise each FST engaged in after-hours service activities while ensuring FSTs provide service to after-hours customers consistent with Glory’s high standards of service delivery. 

The ATS will help Glory deliver world-class field services by leading and supervising our technicians, their workload, and availability, to ensure customer calls are completed in reasonable times, service level agreements are met, and customer satisfaction is high. This position will also focus on enabling employees to achieve success by partnering in their career development and job satisfaction. The Afterhours Technician Supervisor will report to a Regional Service Vice President (RSVP) based on coverage area. The ATS in this position will also work with the District Service Managers (DSMs) and RSVPs from other regions they are supporting and may have a dotted line manager of another RSVP depending on the support area. The ATS will work closely with the Key Account VP and on-call Service Account Managers.

The ideal candidate will live or be willing to relocate to IA, IL, IN, KY, MI, MN, ND, NE, OH, SD, TN, or WI.

PAY RANGE:

• $70K - $75K annually  
• Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility.

 POSITION TYPE / EXPECTED WORK HOURS

• Full-time, salary position. Work hours will be after hours including evenings, overnight, and/or weekend shifts.
• Must work the second shift (4pm - 1am) and/or weekend shift as determined by the managing RSVP.

Key Responsibilities

• Responsible for creating an environment for the field technicians that is positive, motivating, and enjoyable place to work.
• Effectively monitor new service calls that are created after-hours and ensure FST response times are meeting the customer’s SLAs. 
• Work closely with Service Account Managers (SAMs) to communicate gaps and delays in service availability to ensure customers receive timely information on service delivery status. 
• Provide nightly feedback to DSMs to help improve the technical abilities, responsiveness, effectiveness, and customer service skills of on-call or after-hours shift technicians to facilitate the continued growth of the technicians in their role. 
• Recommend additional training for individual on-call or after-hours technicians when gaps in technical abilities are identified.
• Works with FSTs who are scheduled for after-hours installations to provide immediate guidance on resolving issues to ensure installs go smoothly and do not require a return visit. 
• Quickly escalate staffing and availability issues to the RSC, DSM, and RSVP when technicians call in sick. Add or change on-call assignments of technicians in OFSC.
• Assist with PM scheduling and ensuring technicians who are working a second shift or weekend shift are engaged in productive service calls or PM activities. 
• Approve or deny MNX forward stocking location after-hours parts orders based on cost, availability, and business case. Communicate parts usage to DSM and RSVP and help dispatch team determine return visit times, dates, and assigned technicians. 
• Help coordinate and manage service department projects that will be completed after-hours and/or weekends. 
• Works closely with the Regional Service Coordinators to ensure adequate coverage for each service work zone. 
• Team Leadership: coach, counsel, and train technicians on customer service skills based on feedback from the customer.
• Works closely with the technician’s DSM to draft corrective action plans when necessary.  
• Company Policy Management: Possess knowledge of and administer company pol