Service Supervisor, Commercial Compressed Air

About the role

The Service Supervisor in the compressed air commercial segment is responsible for leading the local service function for the full life cycle of the equipment to achieve exceptional customer satisfaction. This encompasses supporting the sales team to grow the business, collaborating with service coordination, and managing a Service Technician team that installs, repairs and maintains all makes of rotary screw and reciprocating air compressors and compressed air system components. The Service Supervisor also has responsibility for the Service P&L for their Customer Center.

Responsibilities

• Effectively attract, coach, counsel, train, develop, and retain all service employees.
• Drive continuous improvement through company performance management process and technical product training programs available.
• Develop employee skill levels, including customer service, process improvement, and technical skills to the highest degree possible.
• Collaborate with the service coordination function to respond efficiently to customers, ensure technicians’ training and skill level is appropriately matched to service customers, and ensure resources are effectively leveraged across the service area to maximize Service Technician utilization.
• Collaborate with the sales function to consult on service agreements; attend customer meetings to win new and grow existing service business; provide service support for installations; and drive new service business through Service Technician generated leads, quotes, and requests for proposals.
• Maximize cash flow by ensuring invoices are generated immediately upon completion of work and warranty claims are filed accurately and timely, managing expense budgets, and increasing utilization of the service team.
• Ensure that standard service work processes are created and followed.
• Improve transactional processes impacting customer experience and increase overall customer satisfaction.
• Effectively manage service team inventory to maintain accuracy, reduce year-end write-offs, and maintain SOX compliance through detailed reporting and regular cycle counts.
• Ensure environmental, health and safety compliance within service team.
• Provide training to all employees to ensure all service personnel follow and maintain safe and productive work habits in the shop, as well as at the customer site.

Requirements

• High School Diploma or GED
• 7+ years of relevant services experience (primarily with industrial equipment)
• 3+ years’ experience in managing teams of people with relevant experience coaching, training and mentoring as a peer-leader.
• 3+ years of progressive customer service leadership experience, including conflict resolution, effective communication, and negotiation
• Must possess a valid driver's license for a minimum of 12 months, with no major or frequent traffic violations including, but not limited to: DUI in the previous 5 years, Hit & Run, License Suspension, Reckless/Careless Driving, or multiple smaller infractions or preventable collisions in the previous 3 years.

Qualifications

Preference: Bachelor’s degree in engineering, engineering technology, business or a relevant area

Skills

• Solid professional communication skills both verbal and written
• Advanced operating knowledge with Microsoft Office and general business applications
• Strong working knowledge of handheld and mobile technologies (smartphones, tablets) and network-based systems
• Demonstrated understanding of financial impacts related to process efficiency, cost control, and business performance
• Ability to work in diverse conditions at times requires interpretation or deviation from standard processes including but not limited to mechanical equipment rooms with exposure to noisy operating equipment, exposure to extreme weather conditions, precarious places, and risk of electrical shock (high voltage) with NFPA or equivalent standards

Benefits

• Health care options: medical and prescription plans
• Dental and vision coverage
• Wellness programs
• Life insurance
• Robust 401(k) plan
• Paid time off
• Employee stock grant

Pay

Pay Range: The range for this role, including incentive opportunities, is $115,000 - $140,000.

Schedule

This role is Hybrid from Livonia, MI (Detroit metro area); company vehicle and fuel card provided; regional travel approximately 20% to customer sites, including work outdoors and in mechanical or equipment rooms; position has physical demands requiring regular use of hands, fingers, walking, stooping, kneeling, and lifting/moving weight limits per safety policy.