Service Technician Supervisor

We’re a family-owned company under our fourth generation of leadership and have built our business based on the principles of trust, integrity and a desire to help our customers and employees succeed. LiftOne invests in people, facilities and innovative technology as part of the essential role we play in supporting our country’s supply chain and enabling critical goods to be delivered to homes and businesses. We’re a privately held company, and pair our scale with a strong foundation in our culture and values. This combination gives us a competitive advantage in the market and helps make us a trailblazing organization that is built to last.

About the Role

The Service Supervisor is responsible for coordinating customer service activities and has responsibility for all activities in the shop and the field. This role requires a strong desire to lead and grow technicians. LiftOne invests in our employees through ongoing training and development to enhance skills and performance. Excellence in this challenging and rewarding position could create advancement into other leadership roles in the organization. This job has supervisory responsibilities.

Responsibilities

• Operational Excellence
  • Participate in the site-level lean management system including daily performance huddles, Gemba walks, root cause problem solving, and adherence to leader standard work
  • Monitor safety, quality, delivery, and cost metrics to drive customer satisfaction and site profitability
  • Moderate technician team meetings and escalate roadblocks or hurdles to the service manager or central support resources
  • Visit with customers, support techs, and follow up on quality in the field on occasion
• Service Management
  • Establish the safety culture and ensure adherence to all company safety policies along with company policies and best practices
  • Approve timesheets and work orders and leverage our service platform to maintain accurate records of work performed and parts utilized
  • Dispatch and manage all work orders and cross-level work between resources
  • Drive accountability for quality standards and ensure good appearance of tech vans and inventory levels
  • Manage the preventative maintenance program to achieve the company standards of completion
• Team Leadership
  • Aggregate and escalate the voice of the technician to ensure we are removing roadblocks for our key customer service touchpoints
  • Conduct performance appraisals, training and development activities for technicians (e.g. promotions, salary increases, terminations, disciplinary actions, etc.)
  • Assist in determining technician staffing levels and technician career development
• Other duties as assigned

Requirements

• Bachelor’s degree from a four-year college or university preferred; in addition to two to four years’ related experience and/or training; or equivalent combination of education and experience
• Proven leadership experience with a strong track record of results
• Excellent verbal and written communications skills
• Ability to solve practical problems and deal with a variety of concrete variables
• Strong listening and presentation skills
• Experience with material handling or other service-oriented industries preferred
• Experience with lean operating systems and continuous improvement preferred

Skills

• Proficient in the use of Microsoft Office (Word, Excel, Outlook and PowerPoint)
• Desire and ability to learn and utilize auxiliary systems such as Salesforce, SAP and ServiceMax

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands
  • Regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear
  • Frequently required to sit
  • Must frequently lift, carry, push, pull, and/or otherwise move up to 25 pounds
  • Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus
• Work Environment
  • Depending on site location, may be exposed to moving mechanical parts and equipment
  • May occasionally be exposed to high, precarious places; fumes or airborne particles; outside weather conditions; and vibration
  • May occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat; and risk of electrical shock
  • The noise level in some work environments is occasionally loud

Benefits

We offer great benefits, competitive salaries, and opportunities for advancement to all our employees.