FIELD SERVICE SUPERVISOR Job at PRAB, Inc.
The HAPMAN Field Service Supervisor is responsible for all aspects of after-shipment customer service and technical support. This role oversees and manages all technical service functions and personnel, fostering positive relationships with all customers. The role directly manages, supervises, directs, and assists the Field Service Technicians in their day-to-day scheduling and tasks along with the In-House Technical Support team members. This is done while regularly working directly with customers to resolve their needs. This role reports to the HAPMAN Service Manager.
Qualifications
- Dedication to excellent customer care and a quality output
- BS degree in Business Administration or related technical field
- Proven working experience providing excellent customer service support
- Strong technical background with advanced troubleshooting and multi-tasking skills
- Ability to remain calm and maintain composure under stressful situations
- Skilled in negotiations and conflict resolution
- Outstanding customer focused communication skills
Responsibilities
The following activities are required in this position:
- Promoting excellence throughout the department
- Maintaining and managing service personnel scheduling
- Communicating constantly with employees, customers, and other company departments
- Providing direct technical support for both co-workers and customers
- Taking and/or assigning nights/weekends being on-call with the 24-hour Service line
- Developing or improving service procedures, policies, and standards
- Interacting and responding appropriately to customer complaints
- Responsible for determining and controlling warranty claims
- Responsible for accurate recordkeeping within all service activity
- Documenting customer service actions and discussions
- Interviewing, reviewing, mentoring, and developing technical customer service personnel
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