Field Service Supervisor

Position Overview: 

The Field Service Supervisor is responsible for leading the customer support processes at assigned branch locations.  This includes responsibility for exercising independent judgment to provide a seamless customer experience through some or all of the following teams: service coordination, service technicians, and other providers.  Responsible for the identification, development and implementation of programs, policies and procedures that support total customer satisfaction, company growth and profitability. 

 

Responsibilities/Accountabilities includes the following but not limited to:

• Responsible for the direct supervision of non-exempt and or exempt service team members as assigned. This includes, but is not limited to, selection, training, performance evaluation and development, skill assessment, discipline and discharge, payroll reporting, overtime scheduling and all other misc. items that are involved in supervising this group.
• Executes processes that ensure consistent and professional product service to all of our customers that is both an effective remedy to customer concerns and an efficient use of internal resources.
• Influences customer satisfaction by creating an experience for our customers that exceeds their expectations in professionalism, helpfulness and ease. 
• Responsible for implementing new and creative ways to more efficiently provide product service to our customers.  This includes supporting continuous improvement efforts throughout all areas of responsibility.
• Significant one-on-one contact with customers, branch sales force, vendors and all internal departments to drive efficiency and customer satisfaction throughout the organization. 
• May serve as key member for company's Safety Program.  Participate and facilitate meetings, design policies and procedures, enforce safety policies and procedures, conduct safety audit tours, provide accident analysis and trends; accident statistics and reports.

 

Skills/Knowledge:

• Must be able to develop an expert level understanding of all Pella products and their applications
• Must have critical problem solving abilities and the ability to think on their feet in order to appropriately resolve urgent service situations that arise in the general course of business.
• Must exhibit excellent communication skills and the ability to maintain professionalism in times of great adversity and pressure
• Works collaboratively and creates a sense of trust and reliability with internal team and customers 
• Demonstrates a strong work ethic, flexible about hours, responsive to customer needs, willing to be available 
• Seeks out internal experts and utilizes their knowledge
• Adaptable to changing processes and priorities
• Works well without close supervision but always keeps their manager informed
• Focused on details and follow through
• Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and applications

 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience

Bachelor’s degree from four year college or university; or three to five years related experience and/or training, or equivalent combination of education and experience. 

 

Language and Communication Skills

Excellent verbal and written English language skills are required as well as good public relations, public speaking, instructional/teaching, and customer service skills.  Ability to read, interpret, understand and explain documents such as company policies and benefits.  Ability to effectively present information to others, gather information from others, and respond appropriately to questions from employees, managers, co-workers, agents, customers, and the general public.  Must be able to listen, assess and diagnose hidden meanings, and empathize. Must be able to resolve conflict in the best interests of the business and our customers.  Must display excellent phone and email etiquette, and the ability to communicate in a professional manner.  Must be able to make eye contact and present appropriate persona for the situation when interacting with fellow employees or waiting on a customer/visitor in person on a regular and consistent basis. 

 

Professional Skills

Must be a team player and exhibit a strong desire to learn and promote self-growth.  Must be pro-active, have a good attitude, be self-disciplined, and self-motivated. Must be a "take-charge" person with a demonstrated ability to follow pro