Service Supervisor

Why Champion?

Highly competitive pay: $55,000 - $60,000 per year
Robust benefit package: full-time W-2 position, health, dental and disability insurance, flexible spending account, 401K, paid vacation, holidays and much more
Culture focused: community involvement, employee incentives/rewards and much more
Opportunity to grow: in a national 60-year-old company who designs, builds, installs & guarantees it!

Team Supervision and Support

Help supervise and support local CSG agents in day-to-day service and customer support operations.
Provide coaching, guidance, and direction to ensure agents are following proper service processes.
Assist with onboarding, continuous training, and development of local CSG team members.
Reinforce expectations around customer communication, documentation, follow-up, and ownership.
Partner with the CSG Regional Supervisor to identify training opportunities and performance gaps.

Customer Service and Warranty Support

Help drive exceptional customer service by ensuring customers are contacted timely, treated professionally, and provided clear next steps.
Support customer service and warranty needs from initial request through resolution.
Create new warranty claims and ensure all required information is documented accurately.
Review customer concerns and help determine appropriate next steps based on warranty guidelines, service history, and company process.
Ensure service cases are properly updated and managed through completion.

Service Scheduling and Technician Optimization

Help manage the service technician schedule to ensure full optimization of technician time, routing, and daily capacity.
Work with local teams to prioritize urgent service needs, warranty issues, customer escalations, and open service cases.
Monitor scheduled service appointments and help reduce delays, missed appointments, or inefficient routing.
Partner with technicians, Installation Managers, and local leadership to ensure service work is completed timely and documented properly.

Product Ordering and Service Coordination

Order required product, parts, and materials needed to complete warranty or service work.
Track ordered materials and follow up to ensure service is scheduled once product is available.
Coordinate between CSG, production, service technicians, warehouse, and management to move service needs forward.
Help ensure service and warranty work is completed accurately and in alignment with company standards.

Account Receivable and Customer Payments

Aid in account receivable collections related to service work, warranty requirements, trip charges, customer balances, and payment expectations.
Communicate clearly with customers regarding payment requirements when applicable.
Help collect customer payments and ensure payment documentation is accurate.
Partner with leadership when customer payment concerns, disputes, or unresolved balances impact service work.

Reporting and Process Accountability

Maintain open service cases, warranty claims, technician schedules, and aging service items.
Provide updates to the CSG Regional Supervisor regarding team performance, service trends, customer concerns, and process gaps.
Support continuous improvement by identifying recurring issues, training needs, and opportunities to improve the customer experience.
Help ensure CRM/service systems are updated accurately and timely.