Regional Service Supervisor - Great Lakes Region

Description Summary

Supervises a local team of Field Service Technicians (FSTs) within a regional area, serves as a liaison between FSTs and Regional Service Director, and leads by example through reinforcing policies, procedures, and company code of conduct.

Responsible for being aware of all technical activities and issues within the defined region; understanding and addressing specific customer requirements; managing ongoing issues; and serving as the second stage of a technical escalation process.

Serves as a working FST for complex issues or when capacity constraints demand. Travel up to 90% of the time, with a flexible schedule to accommodate internal and external customers' schedules, including weekends as required.

Essential Duties and Responsibilities

• Provide specific application, product, technical knowledge, and training to FSTs through regular travel in the field.
• Set expectations for FSTs and provide feedback.
• Train FSTs and customers on proper safety and operational aspects of equipment to supplement classroom training.
• Raise awareness of any OSHA and safety issues in the field and drive and participate in remedial action, risk assessment, and root/cause analysis until rectified.
• Identify FST training needs to improve skill sets to improve performance levels in line with goals & objectives.
• Identify new skills required within the local team to align with current business development.
• Identify soft skill/behavior deficiencies of FSTs and be part of the process to improve.
• Aid in conducting performance reviews consistent with company policy, including working with the Regional Service Director to set aggressive and achievable goals & objectives.
• Aid in approving timesheets, expense reports, and time off requests according to company policies, procedures, and guidelines.
• Work closely with the Regional Service Director and Regional Scheduler on a daily basis to ensure region is meeting assigned objectives.
• Aid in maintaining optimum utilization for FSTs to meet regional revenue target.
• Provide Regional Scheduler with estimates of service time required to perform work to use for creation of formal customer service estimates.
• Communicate complex issues to internal and external customers. Anticipate potential concerns or objections and shape communication messages to address them.
• Create detailed reports that identify issues encountered in the field with a defined course of action for resolution and communicate this information to the appropriate cross-functional team(s), including the Regional Service Director.
• Responsible for ensuring all quality issues are defined and resolved as quickly as possible.
• Assist in customer billing disputes and late payment issues.
• Actively promote additional revenue opportunities to customers such as audits, PMAs, spare parts, gaskets, and seal bar repairs.
• Remain current on technical knowledge and hands-on application as well as trends affecting the industry and related technology.
• Participate in additional projects and meetings as required by the Regional Service Director.
• Manage changing priorities and diverse range of assignments.

Qualifications

• Associate's Degree or equivalent technical school diploma in electrical or mechanical engineering or similar discipline and 4 years of experience directly servicing MULTIVAC equipment; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or associates of organization.
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Proficiency in Microsoft Office, particularly Word and Excel, as well as working knowledge of database applications, ERP systems, and contact management systems.
• Current valid U.S. driver’s license. Ability to obtain a passport.
• Provides day-to-day supervision of a team of 8-10 Field Service Technicians.