Supervisor - Service Operations Support

Posting

Job Summary (Purpose):  

The Service Operations Support Supervisor is responsible for the efficient planning and scheduling of Service Technicians.  This is done through the supervision of the Service Coordinators and communication with Area Managers. The supervisor will lead the Service Coordinator’s to ensure continuous improvement in service metrics through weekly evaluation of Service Productivity Planners, Service Billing Dashboards as well as close partnership with operations management. 

Key Characteristics:

• Must have prior experience with technician routing/dispatching
• Demonstrated supervisory or management experience in operations or call center environment
• Ability to collaborate with others to ensure execution of objectives
• Strong interpersonal skills and ability to engage and motivate team
• Must be analytical and capable of translating data into actionable results

Duties and Responsibilities:

• Directly responsible for the supervision of assigned Service Coordinators, including workload planning and management, coaching, development and performance management. 
• Ensure daily work queues and appropriate resources are assigned to meet field operation’s needs
• Partner with customer experience team to ensure appropriate jobs and fees are quoted consistently to customers to meet service revenue targets.
• Collaborate closely with various departments to ensure cohesiveness in planning 
• Be available to team members to handle daily business questions and facilitate communication between Service Coordinator and districts where concerns arise.
• Communicate key business initiatives, monthly metric standings, and core business values to team
• Fully understand the Service Coordinators job function, daily activities, and work expectations
• Monitors assesses and communicates performance and behavioral incidents with employees. Escalates issues to management and/or HR when necessary 
• Prepare and administer annual reviews 

Knowledge, Skills, and Abilities:

• Knowledge of Safety protocols 
• Ability to understand and relate technical requirements 
• Proficient in Microsoft office products, such as PowerPoint, Word, and Excel
• Strong communication skills (both written & verbal)
• Effective problem-solving skills & acute analytical skills
• Customer service oriented 
• Detail oriented with strong organizational & time management skills

Education and Experience Required:

• Bachelors degree preferred
• 3-5  years supervisory experience
• 3-5 years of service routing/logistics for multi-location units experience preferred
• Propane experience a plus