The role of the Service Supervisor is to lead, manage, and hold accountable the technicians in the field as well as building and maintain customer relations. The Service Supervisor is the bridge between the office and the field. They must ensure a clear path of communication between the field, office, and customer. They must build relationships with customers and maintain a high morale in the field while ensuring technicians are working safely.
The Service Supervisor must have an understanding of maintenance and repair procedures. They must have strong communication skills and be a team leader. This person must care about quality/efficiency in the workplace and enjoy being on the road.
This person must align with the core values of the company and execute the vision Northstar has of a service department that is in tune with technicians and customers.
PRINCIPLE RESPONSIBILIITIES/DUTIES
Lead, manage, and hold accountable HVACR technicians.
Demonstrate, adhere, and enforce all workplace safety policies including OSHA and any other applicable regulations through weekly onsite inspections.
Responsible for their quarterly rocks
Provide assistance to field staff when technical problems arise
Assists dispatcher with scheduling
Completes daily check outs with technicians and verifies work order completion is accurate
Ensure technicians are working safely and efficiently, if training is needed working with service manager to specify training needed
Ensure site cleanliness and safety is being met
Preventive maintenance quality assurance, holding the technicians accountable to the methods and standards accepted by Northstar Refrigeration
Field morale
Service foreman performance reviews
Ensures there are open lines of communication between customers and field
Build and maintain relationships with vendors
Building strong/ trusting relationships with their assigned customers and field techs
Resolving issues between field techs
Staying in tune with latest field trends and technology
Is responsible for technician call backs and recurring service issues
Acts as project manager for small service sales projects if required; draws line on items needed to give to construction
Generate service sales leads when possible. Assist in identifying repair/replacement opportunities on customer sites.
Executing small repair quotes for customers under $10,000.00
Communicates directly with service manager when large problems arise, uses resources efficiently to address problems
Site visits with technicians to monitor morale and generate follow up work.
Visit two customers per week to review follow up work and ensure quality is met
Assisting with service billing issues or questions
This position is a salary position.
MINIMUM JOB REQUIREMENTS
5 years of HVAC or Refrigeration Experience
5 years in a management position in the maintenance and repair field
Excellent customer service and sales skills
Post-high school education from college, trade school or military
Technical aptitude and an ability to use resources at hand to find solutions
Excellent leadership skills to enhance team productivity and standards of work produced
Excellent verbal and written communication skills; and strong conflict management skills
Detail oriented and highly organized with the ability to handle multiple tasks and assignments
Computer skills: knowledge of and proficiency in common office applications such as MS Word, Excel, Outlook and general software navigation
Possess a strong personal desire for improvement; and the desire to motivate the service department to be better tomorrow than they are today
Have a clean, neat and professional appearance; a top performer who can instill pride of workmanship in him/herself and in others
Valid driver's license with a clean driving record and background
Ability and willingness to work non-standard schedule: nights, weekends and holidays as/if required