We are seeking a hardworking Field Service Supervisor for the Customer Service Department to manage day-to-day field operations of warranty repair and technical support for delivered vehicles. A global technology powerhouse, we are the world's largest manufacturer of electric vehicles, and lithium iron phosphate batteries.
Our founder is passionate about a bold vision to free the world from fossil fuel dependence and leave a cleaner environment for future generations. With a start-up mentality in the North American market, ours is a dynamic workplace with immense opportunity for growth and advancement.
Responsibilities: • Acting as the main point of communication between customers and Customer Service Department. • Build good working relationships with customers and resolve customer complaints in an efficient manner. • Provide leadership and guidance to service staffs to keep them motivated and help them achieve individual and team-based performance goals. • Delegate work assignments effectively to field service staff to meet service goals. • Coordinate and manage resource need to meet the set goals. • Manage all customer queries and resolve issues in coordination with the relevant departments. • Develop standard procedures to ensure high level of service experience to customers. • Determine adequate skill and performance enhancement programs to keep the staff technically sound and updated to enhance their productive. • Ensure that company safety guidelines are followed by service staffs. • Monitor and manage time sheets, expenses within the allotted budget. • Work with various teams to achieve optimum customer service, profitability and cost effectiveness. • Obtain customer feedback regarding service every month to meet the customer expectations. • Oversee performance evaluations, appraisals and training needs for service staff. • Oversee day-to-day operations of service centers. • Generate bi-weekly reports of down vehicles, customer concerns, customer complaints, etc.
Requirements: • Excellent customer service skills. • Proven experience supervising field operations. • Strong leadership. • Ability to communicate effectively with others at all levels. • Results-orientated and able to work in different environmental conditions. • Valid commercial driver license. (not required but an asset) • Self-motivated. • Ability to travel. • Proficiency in MS Office (Outlook, Word, Excel).
TRAVEL 25% PHYSICAL REQUIREMENTS
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 regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, peripheral, depth perception, and ability to adjust focus.
COMPENSATION $80-90,000 a year, commensurate with experience.