In Home & Shop Technician Supervisor

Responsibilities

• Direct and supervise a team of In-Home and Shop technicians, assigning tasks and ensuring work is completed on time and to required quality standards
• Provide training and development opportunities to improve team technical skills, customer service abilities, and overall performance
• Foster a positive, collaborative, and accountable team environment that promotes engagement and retention
• Conduct performance evaluations and provide coaching, feedback, and developmental guidance to technicians
• Make employment decisions and/or recommendations on hiring, improvement plans, transfers, promotions, corrective actions, and terminations
• Build strong relationships with technicians based on trust, respect, and clear communication
• Plan, prioritize, and schedule daily work assignments to ensure timely completion of In-Home repairs, In-Store service calls, and Shop warranty work
• Monitor workflow, ensuring that work is progressing as planned, and adjust routes and schedules as necessary to meet timeframe requirements and customer deadlines
• Cookordination with the Regional Manager on work schedules, resource allocation, and operational priorities
• Balance workload across the team to optimize productivity and ensure equitable distribution of assignments
• Manage technician territories and routing to maximize efficiency and minimize drive time
• Ensure all work meets the company's quality standards and Ashley Manufacturer Warranty Specifications for furniture repairs and service
• Review operating goals and standards on a daily basis and monitor achievement while ensuring adherence to all Standard Operating Procedures
• Inspect completed work for accuracy, thoroughness, and quality through PAI (Post-Appointment Inspection) reports and field audits
• Ensure proper use of company software including "Product Quality High Jump" in Shop for documentation and quality tracking
• Process and facilitate returns, exchanges, or repairs for defective or unsatisfactory products in accordance with company policies
• Monitor first-time fix rates, customer satisfaction scores, and quality metrics
• Implement best practices to enhance customer satisfaction, productivity, and reduce repair times
• Analyze performance data to identify trends and areas for improvement
• Support continuous improvement initiatives and participate in problem-solving activities
• Ensure technicians deliver exceptional customer service and represent the Ashley brand professionally

  Qualifications

  • A high school diploma or GED equivalent
  • Minimum 3-5 years of experience in furniture repair, in-home service, or technical field service
  • Minimum 2 years of supervisory or team leadership experience
  • Strong technical knowledge of furniture construction, repair techniques, and warranty standards
  • Excellent leadership and team management skills with ability to motivate and develop technicians
  • Strong organizational and time management skills with ability to manage multiple priorities
  • Excellent communication skills, both written and verbal, with customer service orientation
  • Proficiency with scheduling software, mobile applications, and Microsoft Office Suite
  • Knowledge of OSHA regulations, vehicle safety, and safe driving practices
  • Valid driver's license with clean driving record
  • Ability to work flexible hours including evenings and weekends as operational needs require
  • Physical ability to perform furniture repairs, lift up to 75 lbs, and conduct field inspections