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Technical Service Supervisor

Posted: 1/7/21

Join the dynamic, innovative atmosphere at ASI Doors, Inc., the leading manufacturer of high-performance door systems for cold storage, industrial and cleanroom applications. ASI provides a competitive salary as well as an excellent benefits package.

Summary:

This is a supervisory role that defines the standards for excellent customer service, develops and oversees the processes to meet those standards and allocates resources to execute on the processes. Field Service and Parts Support positions report to the Technical Service Supervisor. This role interacts directly with Customers, Distributors/Dealers, third party partners, and internal departments.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

Technical Service

  • Manage and lead a team of Field Service Technicians responsible for providing solutions to installation, warranty, and troubleshooting questions.
  • Establish expectations & metrics to ensure FST’s are responsive, setting priorities, documenting, and communicating solutions to resolve product issues immediately.
  • Monitor and track via On-Contact CRM system recurring product issues to identify root cause and corrective action measures.
      • Resolve customer issues
      • Prioritize and communicate preventive actions required to avoid repeat issues on future orders.
  • Track and manage warranty claims.
  • Manage travel schedule for service and set-up training.
  • Manage costs associated with third party field repairs (back charges).
  • Coordinate with other departments as necessary while retaining ownership of the customer communications until resolved.
  • Up to 25% travel may be required.

Parts

  • Manage and lead a team of Parts Specialists responsible for quoting and processing replacement and warranty parts requests.
  • Identify tools and introduce strategies to simplify the quoting process.
  • Develop performance criteria which align with customer expectations relating to turnaround time of quotes and order fulfillment.
  • Monitor performance metrics in order to provide solutions to delays and identify improvement opportunities.
  • Participate in development and execution of part sales growth strategies.
  • Manage no-charge authorization process and control costs.

Overall

  • Hold collective team accountable to meeting customer expectations.
  • Create training programs that involve cross-training of multiple product brands throughout the department.
  • Encourage positive and value-added engagement with cross-functional departments across the organization.
  • Resolve payment hold issues related to product or service.
  • Assist in dealer development and support.
  • Support safety and housekeeping standards.

Supervisory Responsibilities

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.

Competencies

  • Leadership – Strong written and verbal communication skills. Demonstrated coaching/mentoring ability. Conflict resolution. Performance management. Delegation. Vision.
  • Relationship building skills with internal & external customers.
  • Strong analytical skills to obtain, analyze, and act on data.
  • Effective problem-solving skills. Logical deductive reasoning approach to problem resolution.
  • Team building. Clear team goals with individual roles & expectations. Creates a supportive team culture.
  • Working knowledge of lean principles. Identification and elimination of redundant silo type processes. Process mapping. Can rely on other team members for support but needs to have exposure to process improvement.
  • Needs to be able to make decisions based on a reasonable amount of information.
  • Basic understanding of P&L statement and budgeting process.
  • Passion for customer service. Clear understanding of the value of excellent service and driven to get results.

Education and/or Experience

Requires Associate’s degree and five years of related experience, or ten to twelve years of progressively responsible related experience, or a combination of education and experience. Experience from a Manufacturing setting is required. Construction industry experience is also preferred. MS Office, Order Processing Systems, and Project Management software experience, including ERP and CRM is required. Technical aptitude for mechanical systems and electrical controls is required. Basic experience in interpreting engineering drawings.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, customers, and employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Reasoning Ability

An individual who is Mechanically Inclined will be essential to success in this role. 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.

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 regularly required to sit. The employee frequently is required to use hands to finger, handle, or touch objects, tools, or controls and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move records, files, and reports weighing up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

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.

Our Mission: Achieving high performance by opening up our employees, partners, and customers to what’s possible for growth.

Our Values: Accountability, Service, and Integrity

If you are interested in being part of an exceptional team and making a difference, please send your resume along with salary requirements to hr@asidoors.com