Service Specialist Supervisor

About the Role

Convergint is seeking a full-time, results-driven Service Specialist Supervisor to manage the Service Specialist team, including colleague development and performance management. In this role, you will supervise efficient work activities related to work order and CSP scheduling, inspection, troubleshooting, and repair. You will ensure services are executed within budget, on time, and with a high degree of customer satisfaction while implementing quality assurance, field-related safety practices, processes, and standards.

Responsibilities

• Coordinate and schedule Service Specialists, aligning specialists to service tasks according to their skill sets.
• Verify appropriate individual licensing and/or certifications are in place.
• Maintain a high level of quality and safety assurance through field checks, inspecting work quality, and ensuring adherence to safety programs/standards.
• Provide training and development planning, including technical and soft skills training for Specialists.
• Supervise Service Specialists and other team members, including recruiting, hiring, mentoring, coaching, and performance management.
• Act as the first level of technical support coordination for Specialists.
• Provide high-level field support for urgent or troubled work orders/CSPs and perform specialist tasks as needed.
• Ensure processes and standards involving Specialists are properly implemented (e.g., scheduling, iCare use, troubleshooting, customer satisfaction, timesheets, JHAs).
• Instill a safety-conscious culture within the team and ensure all required safety training and certifications are obtained (e.g., safety cards, CPR, First Aid, OSHA certifications).
• Coordinate with colleagues and leaders to achieve full safety compliance.
• Ensure Specialists have proper tools and equipment (e.g., field/hand tools, cell phones, vehicles) and that they are maintained properly.
• Participate in internal CSP review meetings and service turnover meetings.
• Proactively coordinate and communicate with Operations Managers, Service Managers, Sales Executives, and other resources to support customer satisfaction and financial success.
• Perform other duties and responsibilities as requested or required.

Skills

• Customer Focus – Maintain awareness of and seek to meet customer needs and wants.
• Excellent oral and written communication skills.
• Leadership Orientation – Act as a role model, guide, develop, and mentor others.
• Initiative – Engage in proactive behavior and identify new service opportunities.
• Adaptability – Respond effectively to changes in situation or information.
• Strong financial analytical skills, including cost control.
• Proficiency in Microsoft Outlook, Project, Excel, Word, and PowerPoint.
• Strong team leadership, team building, and facilitation skills.

Requirements

• Education: College degree, trade school, or equivalent experience.
• Minimum Experience: 5 years of previous, related field or field management experience.
• Preferred Experience (not required): Experience in electronic, fire alarm & life safety, building automation, and/or healthcare industries; previous service supervisory experience.

Benefits

• 10 Company Holidays and Paid Time Off starting at 13 days annually.
• Fun & Laughter Day Off.
• Medical, Dental & Vision Plan.
• Life Insurance & Disability Plan.
• Wellness Program.
• 401K Matching Plan.
• Colleague Assistance Program.
• Tuition reimbursement.
• Competitive salary and compensation plan.
• Vehicle reimbursement plan or company vehicle.
• Corporate Social Responsibility Day.
• Cell phone reimbursement (if applicable).
• Paid parental leave.