Service Specialist Supervisor

Convergint-4; Phoenix (AZ); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Paid time off

Life insurance

401K matching

Vehicle reimbursement

Job summary

Convergint in Phoenix, AZ is seeking a full-time Service Specialist Supervisor to lead the Service Specialist team, oversee scheduling, inspections, and repairs, and drive performance within budget while delivering high customer satisfaction. You will mentor staff, implement safety practices, coordinate with operations and sales, and ensure licensing and certifications are in place.

If you value a positive culture and growth, join Convergint and contribute to our reputation as a leading global

Qualifications

• Bachelor's degree required.
• Minimum 5 years of field or project management experience.
• Experience in one or more of the following industries preferred: electronic, life safety, building automation, healthcare.

Responsibilities

• Coordinate and schedule Service Specialists.
• Ensure appropriate licensing/certifications are in place.
• Maintain high quality and safety standards in the field.
• Provide training and development planning for Specialists.
• Supervise and mentor team; participate in budgeting and planning.
• Provide high-level field support for urgent work orders.

Skills

Leadership

Customer service

Communication

Scheduling

Education

Bachelor's degree

Tools

MS Office

MS Project

Job description

Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Service Specialist Supervisor to join our amazing culture. In this role, you will manage the Service Specialist team, including colleague development and performance management. Supervises Service Specialist for efficient work activities related to work order and CSP scheduling, inspection, troubleshooting, and repair. Ensures that services are executed within budget, on time, and with a high degree of customer satisfaction. Implements quality assurance, field-related safety practices, processes and standards within the Service Specialist Team. As a Service Specialist Supervisor, you are a part of a dynamic team that allows you to grow as Convergint grows.

For information about how we use your personal information, please see our Colleague & Applicant Privacy Notice, available on convergint.com/careers.

Who You Are

You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces equal opportunity and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Service Specialist Supervisor.

Who We Are

With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you’ll do with “Our Training and Your Experience”

• Convergint's greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping us grow Convergint by promoting our colleague-first culture and referring top talent to the Talent Acquisition Team and hiring managers.
• Coordinating and scheduling of Service Specialists. Properly align specialists to service tasks according to specialist’s skill set. Verify that appropriate individual licensing and/or certifications are in place.
• Responsible for maintaining high level of quality and safety assurance. Field checks include inspecting work quality and methods and ensuring adherence to safety programs/standards.
• Provide training and development planning and implementation for Specialists. Deliver technical training as well as soft skills.
• Supervise Service Specialists, and/or other team members. Recruit and hire colleagues as required. May perform managerial responsibilities including but not limited to: mentoring, coaching and developing colleagues; performance management; planning, assigning and directing work; and service related budgets.
• First level of technical support coordination for Specialists.
• Provide high level field support for urgent or troubled work orders/CSP’s. May perform some specialist tasks for specific work orders/CSP’s.
• Ensure processes and standards involving Specialists are properly implemented. This includes scheduling, iCare use, troubleshooting, customer satisfaction, timesheets (completed and approved on time), JHA's, etc.
• Responsible for instilling a safety-conscious culture within the team. Ensure all relevant and required safety training and safety certificates have been obtained (e.g. safety cards for a particular jurisdiction, CPR, First Aid, OSHA certifications, etc.) May coordinate with other colleagues and/or leaders in order to achieve full safety compliance.
• Ensure Specialists have proper tools and equipment and that they are maintained properly. This includes field/hand tools, as well as cell phones, vehicles, etc.
• Participate in internal CSP review meetings and service turnover meetings.
• Proactively coordinate and communicate with Operations Managers, Service Managers, Sales Executives and other CTC / CDC resources as required to support customer satisfaction and the overall financial success of the service business.
• Performs other duties and responsibilities as requested or required.

What You’ll Need

• Customer Focus – Maintaining awareness of and seeking to meet of the needs and wants of the customer.
• Excellent communication skills both oral and written.
• Leadership Orientation – Actively seeks ways in which to act as a role model, guide, develop and mentor others within the Operations Department.
• Initiative – Engages in proactive behavior and looks for new service opportunities.
• Adaptability – Responds effectively to changes in situation or information.
• Strong financial analytical skills including cost control.
• Excellent Microsoft Outlook, Project, Excel, Word and Power Point skills.
• Strong team leadership, team building and facilitation skills.

Company Benefits

Convergint fosters a supportive, accessible, and inclusive environment in which all individuals are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits:

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

Requirements:

Education: College degree, trade school or equivalent experience

Minimum Experience: 5 years of previous, related field or field management

Preferred Experience: (but not required):

• Experience in 1 or more of the following industries: electronic, fire alarm & life safety, building automation, and/or healthcare

Convergint is an Equal Opportunity Employer.

Visit our Convergint careers site to learn more about the company and the exciting opportunities available.

Qualifications

Skills

Behaviors

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Motivations

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Education

Experience

Licenses & Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.