Technical Service Supervisor

hace 7 días

Pasco, Perú RDO Equipment Co. A tiempo completo
About This Role:

This role requires a highly motivated and organized individual who can provide leadership in motivating, managing, and evaluating service technicians.

The successful applicant will efficiently coordinate, schedule, and manage the work order process while maintaining a high level of customer satisfaction.

This role requires effective communication with customers regarding quotes, job status, and scheduling.

The service operations leader will also coordinate activities with other departments to best serve the needs of the customer and employees.

Key Responsibilities Include:
  1. Demonstrate leadership in day-to-day management of service technicians under their direction.
  2. Assign and schedule jobs and work areas to service technicians according to their skills and knowledge.
  3. Coach, mentor, and communicate job expectations to service department team members.
  4. Lead and take ownership of management responsibility relating to hiring, performance management, and overall people management with assigned service technicians.
  5. Effectively utilize service scheduling and Ewalk tools to properly manage the flow of the work order process to completion.
  6. Follow and understand all manufacturer partner guidelines, processes, and expectations.
  7. Review and approve daily timecards for employees.
  8. Proactively seek customer feedback, anticipate problems, and respond promptly.
  9. Respond and follow up with employee issues and/or concerns.
  10. Review and process all repair work orders for accuracy and completeness concerning parts, materials, labor, and approve the release of equipment for delivery to the customer.
  11. Assist and support all aspects of the service department in support of responsibilities of the Service Operations Manager.
  12. Responsible for facilitating proper annual employee reviews, 1:1 meetings, and quarterly Career Path Level (CPL) meetings.
  13. Maintain technical and product knowledge on all equipment sold within the dealership's area of responsibility.
  14. Maintain and demonstrate knowledge of RDO Equipment Co. Service operations and procedures model.
  15. Effectively utilize company-provided tools, i.e., Work Order Scheduler, Ewalk, Precise, DTAC, Service Advisor, Service Advisor Remote, etc.
  16. Handle warranty claims, including computation of charges, partner with Central Warranty Department on submission and follow-up of all warranty claims.
  17. Ensure appropriate communications take place throughout the location/s by facilitating/participating in monthly open-book meetings, conducting regular team meetings, encouraging an open-door policy, and proactively seeking feedback from team members.
  18. Foster an engaged work environment within the location/s, encouraging accountability, open communication, teamwork, and a commitment to serving the customer.
  19. Lead and manage all business and/or department activities related to ensuring customer experience is positive and that all team members are committed to creating solutions and long-term relationships with customers.
  20. Ensure that company/location reputation and image in the community are consistent with RDO Equipment Co. Core Values, and that business relationships with all stakeholders are not compromised.
  21. Manage evaluation, allocation, and management of physical and financial resources and administer the hiring, development/training, management, evaluation, and effective assignment of people resources.
  22. Responsible for ensuring that sound and safe business practices and processes are implemented and are continuously improved to effectively and efficiently achieve ethical business objectives.
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