Field Service Supervisor

The purpose of the supervisor position is to assist in ensuring the flow of communication of all onsite/field processes. The position requires a positive attitude and commitment to excellence. Also requires good time management and strong communication lines with technicians, other team leads, technical support, area manager, and clients.  

The supervisor will be supported and directed by the area service manager. The supervisor will distribute information, and work practices amongst their team. The supervisor will assign, and delegate work responsibilities to team members, creating a proactive work environment. You onboard/offboard new employees, assess skill level of team members identifying training requirement, and help aid the development of the team and their knowledge base. You will ensure parts usage is properly recorded, and accurate logs are made of all service interaction and shift events.  

 

CORE RESPONSIBILITIES 

The supervisor will meet with client shift leaders throughout the shift to build, strengthen and maintain strong customer relationships. The supervisor will discuss machine priority to help meet client deadlines. Schedule maintenance time, ensuring lowest impact possible to client job runs. Communicate and retain information of events on the floor, reporting to the area manager any excessive down time or unresolved issues through e-mail, phone, or face to face. The supervisor will be responsible for the transfer of information of shift events to team leads when necessary. 

With leadership skills and strong work ethic the supervisor position will support, maintain, and improve a clean, safe, organized, and efficient work environment.  

In addition, the Team Lead position is responsible to: 

• Manage and support daily activities of OSTs working in a 6 x 24 environment and assist them in developing their diagnostic techniques and repair procedures.   

• Maintain and manage shift schedule, vacation, and sick time documentation for OSTs.  

• Manage onsite technical support for first level of escalation to assist on site techs with technically challenging problems and unusual repairs, track down and resolve equipment issues or coordinate with other levels of technical support, BlueCrest management to ensure that any extended down time is resolved quickly. 

• Provide technical expertise and advice to customers’ production floor management, project managers and customer service reps for the development of new applications, or to improve the performance and integrity of existing applications. 

• Ensure that all applications, paper stock and envelopes meet BlueCrest and the customer’s specifications to achieve the highest rates of through put on the equipment. 

• Provide front line service leadership to customers. Provide value through the optimization of application construction and design, service deliverable enhancements and productivity improvement opportunities for both customers and BlueCrest. 

• Coordinate and support clients and team on a local level, new projects that will affect surrounding locations, insuring improved performance and smooth implementation on BlueCrest machines across the customer’s multi-locations. 

• To meet frequently with customer’s Services shift supervisors, department managers and/or customer service reps, to discuss any problems or concerns with applications, equipment availability or performance and to resolve any issues to ensure complete customer satisfaction. 

• Monitor and collect machine data for customer presentations. Participate in monthly review meeting with the BlueCrest Area Service Manager and the customer department managers