My client is a Global Leader in the Electronic Security Industry & are looking for a Service Operations Supervisor for their growing San Francisco Office. This is a high-level management position with 15+ direct reports, with a huge progression potential. They want someone who has ideas, is willing to implement them and wants to take the department to the next level!
Role Responsibilities:
Field Service Supervisor: This position will directly supervise the Service Specialist team to ensure we are delivering on customer commitments effectively and efficiently, as well as growing our business. They will be responsible for 10+ Technicians and 5+ Coordinators and Admin Staff
Job Responsibilities:
1.Ensure adequate staffing and availability of Service Specialists for customer delivery. Properly align specialists to service tasks according to skill set. Verify that appropriate individual licensing and/or certifications are in place.
2.Responsible for maintaining high level of quality and safety assurance. Field checks include inspecting work quality and methods and ensuring adherence to safety programs/standards.
3.Provide training and development planning and implementation for Specialists. Deliver technical training, as well as soft skills. Supervise service colleagues in a manner that maintains morale, skills proficiency and productivity.
4.Supervise Service Specialists, and/or other team members. Recruit and hire colleagues as required. May perform managerial responsibilities including but not limited to: mentoring, coaching, and developing colleagues; performance management; planning, assigning and directing work; and service- related budgets.
5.First level of technical support coordination for Specialists.
6.Provide high level field support for urgent or troubled work orders/CSPs. May perform some specialist tasks for specific work orders/CSPs.
7.Ensure processes and standards involving Specialists are properly implemented. This includes scheduling, iCare use, troubleshooting, customer satisfaction, timesheets (completed and approved on time), JHA's, etc.
8.Responsible for instilling a safety-conscious culture within the team. Ensure all relevant and required safety training and safety certificates have been obtained (e.g. safety cards for a particular jurisdiction, CPR, First Aid, OSHA certifications, etc.) May coordinate with other colleagues and/or leaders in order to achieve full safety compliance.
9.Ensure Specialists have proper tools and equipment and that they are maintained properly. This includes field/hand tools, as well as cell phones, vehicles, etc.
10. Maintains good customer relations, includes prompt response to customer requests and maintains frequent customer contact, to include providing service-related quotes to customers, as needed.
11.Participate in internal CSP review meetings and service turnover meetings.
12.Proactively coordinate and communicate with Operations Managers, Service Managers, Account Executives and other CTC / CDC resources as required to support customer satisfaction and the overall financial success of the service business.
13.Perform other duties and responsibilities as requested or required.
THE IDEAL CANDIDATE:
Previous Experience: Exstensive Electronic Security Industry Experience, previous management experience.
Leadership Orientation: Actively seeks ways in which to act as a role model - guide, develop, and mentor others within the department. Has strong team building/facilitation skills.
Customer Focus: Maintains an awareness of and seeks to be an advocate for the needs and wants of the customer. Has a strong desire to provide outstanding customer service.
Technical: Displays a proficient understanding of electronic fire alarm/life safety and/or electronic security systems.
Communication: Displays excellent oral and written communication skills while displaying a high level of professionalism.
Computer Skills: Proficient in Microsoft Office (Outlook, Excel, Word) and the ability to learn new software systems quickly
Initiative: Self-starter who engages in proactive behaviour looking for service & growth opportunities
Flexible/Organised: Ability to effectively work and supervise others in a fast-paced environment with shifting priorities. Responds effectively to changes in situation, information, or urgency.
Business Acumen: Basic financial skills, including cost control (e.g. gross margin calculations).
Critical Thinking: Excellent problem-solving experience and skills of issues related to business, customers, and direct reports.
Company Offers:
- Flexibility of schedule for high performers
- Growth potential
- Professional, exciting and fun work environment
- Challenging work in a team atmosphere that encourages pride in workmanship
- Supportive operations team
- Highly competitive compensation package
- Health, Dental & Vision insurance
- Company funded HSA,
- Company-paid life and disability insurance,
- 401k
- PTO
