Field Service Supervisor

Pacific Office Automation Inc.; Austin (TX); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life insurance

Matched 401k

FSA Program

Job summary

Pacific Office Automation is seeking a Service Supervisor for its Texas locations, Austin and Dallas. The role focuses on supervising service technicians to meet profitability goals and supporting branch leadership.

The candidate should have 1–3+ years in copier/printer repair with excellent communication, strong customer service, and proven relationship-building skills. Evening/weekend hours may be required during peak periods, with opportunities for advancement.

Qualifications

• Excellent communication skills and strong customer service orientation.
• Proven relationship management with customers, vendors and colleagues.
• Troubleshooting digital office equipment and mechanical aptitude.
• Excellent organizational skills and ability to prioritize conflicting demands.
• Demonstrates initiative and works well in a team.
• Willingness to work evenings and weekends during peak periods.
• Proficient with MS Outlook, Excel and Word.

Responsibilities

• Supervise assigned service technicians to meet profitability goals.
• Assist Branch Technical Manager with administration and recruiting.
• Promote technician productivity and professional growth.
• Maintain strong customer relationships and effective communication with customers and vendors.
• Hire, train, and evaluate staff; plan and direct work; manage performance.

Skills

Excellent communication

Customer service

Relationship management

Troubleshooting

Organizational skills

Initiative

Team collaboration

Flexibility

MS Office

Education

Associate’s degree or equivalent

Tools

MS Office

Job description

Pacific Office Automation is the largest independently-owned document imaging and technology dealers in the nation. Since 1976, we have grown to over thirty branches located in ten western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, & TX. With over 40 years of success in office equipment and technology sales/service, our growth and reputation have afforded us great relationships with top manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many more.

At Pacific Office Automation, you will find an amazing technology company full of growth opportunities, great benefits, and passionate coworkers who aim to help you succeed. Among our company goals, we aim to be a long-term employer. That means providing employees with the training and certification they need to keep up with the fast-changing technology of our office machines, devices, and software. At POA, we believe that all voices can and should be heard, regardless of seniority or tenure.

Position

We are seeking a Service Supervisor for our offices in Texas – Austin, Dallas.

Primary Objectives/Scope

Supervise assigned service technicians to meet and exceed department profitability goals. Assist Branch Technical Manager in administration and recruiting; Promote Service Techs productivity and job-related personal growth.

• Routinely demonstrates and creates a helpful and positive work culture
• Encourages and builds positive relationships and communicates effectively with all co-workers and outside customers and vendors
• Conducts self at all times as the public image of the company in accordance with the companies Code of Conduct
• Meet or exceed team productivity goals on a number of measurements including gross calls per day, incomplete calls, call back rate, efficiency rating, EU rating, daily time detail, and average call duration
• Meet or exceed all inventory integrity goals including line item accuracy and dollar value variance
• Maintain technical knowledge on all products
• Make recommendations to Field Service Manager for any identified service training needs
• Handle service calls in the event that the open call load is high
• Other duties assigned as needed
• Interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees;

Qualifications

• 1-3+ years experience in the copier/printer repair industry
• Excellent communication skills, verbal and written; strong customer service skills
• Strong relationship management skills with customers, vendors and employees within the company required
• Exceptional mechanical aptitude and demonstrated skills required; and proven troubleshooting skills handling digital office equipment
• Effective organizational skills with the ability to use good judgment in performing conflicting demands and managing priorities
• Demonstrates initiative with the ability to seek out relevant information prior to making timely decisions
• Must have strong ethics and work as an effective, collaborative team member
• Computer literacy and experience working with MS products: Outlook, Excel and Word
• Ability to work evenings and weekend hours during peak periods

Experience

• Associate’s degree or equivalent work experience
• 3+ years related experience required, industry experience preferred

Pacific Office Automation Benefits

• Expected annual income: $60k-$75k
• Advancement and growth into leadership roles
• Medical/Dental/Vision/Life insurance plans
• Matched 401k
• FSA Program

Our Commitment to Diversity and Inclusion

Pacific Office Automation is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender expression or identity, age, religion, veteran status, or any other characteristic protected by law. We celebrate our employees’ differences because we know that diversity makes us stronger.