Field Service Supervisor

Directs and coordinates activities of a Generator Service Department, and works in cooperation with Customer Support Centers, to develop and maintain a satisfied and loyal customer base through excellent customer service by performing the following duties personally and through subordinate supervisors.

Essential Duties and Responsibilities include the following.  Other duties may be assigned. 

Contributes knowledge of Generator Service Department activities to help formulates Customer Support Center's business forecast and annual marketing plan, maintaining a good feedback loop to Support Center personnel to allow for adjustments as required.

Reviews monthly operating results against forecast, to identify areas of focus and improvement.

Plans for and enforces the adherence to company policy by personnel in the Generator Service Department to assure compliance with internal and external safety, environmental and fiscal standards, especially as related to regulations and training specific to the area of power generation.

Participates in establishing long-range goals, objectives and/or strategies, and communicates them to Generator Service Department personnel in a way that motivates them to achieve them.

Analyzes activities, costs, operations, and/or forecast data to determine Generator Service Department's progress toward divisional and corporate initiatives.

Recommends and implements corrective action or procedural changes based on findings of above analyses.  Monitors success of these changes to assure continuous improvement.

Assists Sales Department in quoting startups and service jobs, and in evaluating and capturing emerging opportunities.

Resolves escalated customer issues resulting in difficult warranty claims and/or job closings and requiring significant customer interactions.

Anticipates prospective issues arising from complex jobs and applications, and plans for and monitors smooth completion of these jobs, visiting jobsites as required.

Assists with equipment purchases (specs/costs/timeframes) and maintains equipment to corporate standards and specifications; negotiates with local providers of services and/or repairs to keep equipment expenses within budgets and maximizes recovery of equipment costs through accurate customer charge-outs.

Recruits, promotes and/or hires qualified candidates for the Generator Service Department's job openings, ensuring that all personnel that require industry certification (EGSA) obtain and maintain their certifications. 

Evaluates employees' performance and creates development plans to improve their performance in their current role or to prepare them for a future role.  

Terminates employees for cause or for unacceptable performance levels.  Analyzes the need to add or replace positions, justifying these changes through the approval process.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor's degree (B.A) from a four-year college or university and two to three years related experience and/or training; or equivalent combination of education and experience.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence; ability to speak effectively before groups of customers or employees of the organization; ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations; ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume; ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Supervisory Responsibilities:

Directly supervises up to eight employees in the Service Department.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

CERTIFICATES, LICENSES, REGISTRATIONS:  Driver's License in good standing.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of Microsoft Word, Microsoft Excel, SXTrend inventory and order processing system, manufacturing software and UltiPro Human Resource System.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 10 pounds.

Competitive wages, excellent benefits, EOE M/F/D/V, DFWP