SV Field Service Supervisor (M)

Gregory Pool Equipment Company; Mebane (NC); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated customer service supervisor to enhance client satisfaction and oversee field service operations. This role involves managing customer inquiries, coordinating service schedules, and supervising technicians to ensure high-quality service delivery. Candidates should possess strong communication skills and a background in customer service, along with basic mechanical knowledge. Join a team that values excellence and offers opportunities for growth in a supportive environment. If you are passionate about customer relations and operational efficiency, this position could be the perfect fit for you.

Qualifications

• Four years of experience in customer service-related positions.
• Basic mechanical and product knowledge is desirable.
• Ability to communicate clearly with customers.

Responsibilities

• Coordinate customer inquiries and service requests effectively.
• Supervise and dispatch field service personnel for quality assurance.
• Manage administrative tasks like work orders and reports.

Skills

Customer Service

Communication Skills

Basic Mechanical Knowledge

PC Experience

Problem Solving

Education

Two-Year Business or Management Degree

Bachelor of Science or Business Management Degree

High School Graduate with Experience

Tools

Microsoft Office

Job description

This position provides major support for the service department through promoting customer satisfaction, direct customer contact responsibilities, quoting of major jobs, directly supervising field service technicians, and performing some administrative operational responsibilities.

ESSENTIAL DUTIES:

I. Customer Service - Percent of Time Spent = 50%

¨ Accepts and coordinates customer inquiries and requests (phone, walk-in or mail) for machine repair/service.

¨ Establishes job priorities and schedules daily job assignments for each Field Technician.

¨ Manages or resolves customer’s machine service complaints and problems to the best customer satisfaction level possible.

¨ Provides customer service, pricing quotes and machine service completion and delivery schedule information.

¨ Daily monitors machine repair schedule and immediately contacts customer with any schedule updates, modifications or whenever any additional repair is needed. (Work in process).

¨ Coordinates job repair priorities and assigns daily job assignments.

¨ Serves as a liaison between Service Manager, other departments and branches such as shop, parts department, machine transportation, and Specialization shop.

II. Administrative - Percent of Time Spent = 20%

¨ Opens, maintains and closes work orders (i.e. look up customer account job and component codes, warranty status, enter into mainframe). Administer credit and COD collection per Company Policy.

¨ Issues, extends and enters purchase orders.

¨ Periodically prepares reports and memos.

III. Supervision – Percent of Time Spent = 30%

· Supervises and dispatches Field Service personnel to ensure accuracy, quality and profitability.

· Prepares and conducts associate performance reviews for direct reports.

· Ensures all Safety guidelines and policies are adhered to.

MINIMUM REQUIREMENTS:

Education:

A two-year business or management degree, or a four-year Bachelor of Science or Business Management degree preferred, or a high school graduate with at least six years of experience in similar work environment plus group leader experience.

Work Experience:

Four years working experience in similar customer service-related position. Basic mechanical and product knowledge is desirable.

Physical:

Must be able to work for long periods while seated. Must have ability to clearly communicate with customers on the phone or in person.

Good customer relations skills are required. Must have basic PC experience with keyboarding and word processing software (preferably Microsoft).

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.