Service Supervisor- Dallas, TX

Dallas, TX, United States

Adaptec Solutions  is a top-ten, North American integration partner engineering diverse material handling and automation solutions with lifecycle service support for manufacturing, distribution, and warehousing companies.

JOB SUMMARY:

Reporting to Director, Aftermarket & Service, this position is an important leadership role and part of the Aftermarket department. The role should be located within the assigned territory the incumbent will be leading. The position is responsible for directing service operations management, customer experience and providing hands on technical leadership for assigned territory. This role is a working supervisor. The following are a few of the key areas of focus:

Lead the operational execution of service in assigned area.

Lead the development and maintenance of a world class customer experience.

Lead Service Technician development and training

Provide hands on technical leadership

It is expected that the incumbent will be a strong team player and will work collaboratively with all employees. This position has the following direct reports:

Service Technicians assigned

This role has responsibility for ensuring efficient and timely execution of service work in alignment with customer expectations for assigned territory.

This position will work closely with the other Supervisors and Territory Managers to share resources where needed ensuring optimal work force utilization while maintaining customer expectations.

This position will work closely with the Strategic Accounts Manager to keep a pulse on projects occurring in territory and service sales opportunities resulting from equipment installations.

This position will work closely with the Territory Manager on sales opportunities ensuring clear communication on customer projects, equipment opportunities and the general pulse of the customer.

JOB DUTIES & RESPONSIBILITIES:

Lead assigned service territory execution.

Continuously coach and mentor direct reports

Provide continuous feedback to training team to support enhancement of training programs.

Manage personnel time approvals, PTO approvals ensuring continuous customer support.

Provide technical support or solicit technical support for technicians on material handling products.

Provide hands on technical leadership at customers with junior technicians where needed.

Lead safety meetings and toolbox talks maintaining a culture of safety.

Manage team development and training ensuring constant development of technical abilities and compliance with customer safety training.

Support administrative staff on the details required for the office to provide quote for training, repair, and inspection/PM services

Serve as site lead on major projects as required.

Perform hands on technical work at customer facilities.

Maintain greater than 85% utilization of team.

Maintain awareness of down customers in assigned territory ensuring all possible action is being taken to return customer to full service.

Serve as customer liaison for customer meeting requests, issue resolution, site visits, sales and more.

Work in collaboration with other Territory Managers to share resources where needed in alignment with customer needs and workload.

EDUCATION and/or EXPERIENCE:

Two-year college technical degree in Automation Maintenance, Electrical Technology, or Mechanical Technology or equivalent experience.

A minimum of five years’ experience in a field service environment is required.

Experience training technical employees in best practices and leading complex projects

Five years of work experience in a material handling maintenance environment, preferably with a combination of conveyors and overhead cranes/hoists.

SKILLS AND CHARACTERISTICS NECESSARY TO PERFORM THE JOB:

Computer proficiency including word processing, spreadsheets, and generating reports using standard software applications.

Strong knowledge of field service principles and practices, customer requirements and technician requirements.

Knowledge and understanding of preventive maintenance programs, OSHA regulations, customer protocols and repair processes and procedures across company product lines.

Analytical, critical thinking, negotiating, managerial, organizational, decision-making, conflict resolution, and problem-solving skills.

Working knowledge of industry field service and installation processes and requirements.

Ability to read plans, specifications, and schematics.

Demonstrates organizational and project management skills, including ability to set and manage multiple priorities, and to set and meet deadlines.

Excellent written and oral communication skills to interact with diverse internal and external groups.

Skilled technical background in material handling equipment inspections, troubleshooting and repair

Ability to multi-task

Detail oriented demonstrating an ability to capture all the key information daily to develop and maintain strong training programs.

Knowledge in Basic Equipment and Machinery. This position regularly uses a computer, printer, copier, telephone, scanner, and a calculator.

Knowledge in various Computer Software like Microsoft Word, Outlook, PowerPoint, Excel, company ERP systems, and AutoCAD.

Equal Opportunity Employer, including disabled and veterans.

#J-18808-Ljbffr