Service Supervisor

Sciens Building Solutions; Novi (MI); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Paid time off

401(k) matching

Disability insurance

Medical coverage

Vision coverage

Dental coverage

Life insurance

Tuition reimbursement

Career development

Job summary

Sciens Building Solutions seeks a Service Supervisor in Novi, MI to oversee scheduling of preventive maintenance, testing, and emergency calls, and to mentor the service team toward meeting company standards of excellence.

Collaborate with the Service Manager to achieve department goals, ensure accurate billings with finance, and uphold strong customer service across all contractual obligations and monitoring agreements.

Qualifications

• Five+ years in customer service in fire and life safety.
• Strong organizational skills.
• Ability to multi-task and stay calm under pressure.
• Proven track record of excellent customer service.

Responsibilities

• Provide mentoring and training of assigned team members; participate in reviews and provide feedback on training needs.
• Track and/or quote deficiencies.
• Manage on-call, vacation, and subcontractor schedules.
• Oversee day-to-day activities of the service team to meet standards of excellence.
• Coordinate with finance to ensure accurate and timely billings.
• Ensure contractual obligations for service contracts, emergency calls, service requests, and monitoring agreements are met.
• Provide feedback to Service Manager in establishing department goals.
• Review monitoring reports daily to identify trouble signals and implement preventative actions.
• Assist with remote programming events such as code changes and point/zone updates.

Skills

Customer service

Organization

Multitasking

Calm under pressure

Communication

Leadership

Positive attitude

Education

High school diploma

Job description

Sciens Building Solutions seeks a Service Supervisor responsible for interacting with existing and potential customers to ensure customer satisfaction and a positive company reputation. The Service Supervisor will oversee scheduling of preventative maintenance, testing, and emergency calls. This person will work closely with the Service Supervisor and/or Service Manager to review and achieve departmental goals.

WHAT YOU’LL BE DOING (and doing well!)

• Provide mentoring and training of assigned team members; participate in the review process of team members and provide feedback on training needs for the service department.
• Track and/or quote deficiencies.
• Manage on-call schedule, vacation schedule, and subcontractor schedule.
• Oversee the day-to-day activities of the service team to ensure all tasks are completed in a timely manner and meet the Company’s standards of excellence.
• Coordinate closely with finance department to ensure billings are accurate and timely for customers.
• Ensure the Company meets its contractual obligations for all service contracts, emergency calls, service requests and monitoring agreements.
• Coordinate any corrective action with the Service Team Supervisor/Service Manager.
• Provide feedback to the Service Manager in establishing goals for department personnel.
• Ensure that monitoring reports are reviewed daily for trouble signals to ensure preventative measures are being taken to provide excellent customer service.
• Assist with remote programming events such as code changes and point/zone updates.

What We Like About You

• High school diploma or equivalent.
• Five or more years of experience in customer service or related field in the fire and life safety industry.
• Strong organizational skills.
• Ability to multi-task.
• Remain calm under pressure.
• Ability to encourage and motivate people with positive attitude.
• Proven track record of excellent customer service.

What We’re Bringing To The Table

• Competitive salary based on qualifications.
• Paid time off plan and holidays.
• 401(k) matching.
• Short term and long-term disability.
• Medical, dental, and vision plans with options.
• Life insurance.
• Professional career development opportunities.
• Tuition reimbursement program.