Fives Intralogistics Corp. is seeking an experienced and self-motivated service professional to join our team to play an instrumental role in serving our customers and supporting the Services business as part of our company growth strategy. The Technical Services Supervisor will be responsible for overseeing and managing the field service staff, ensuring the timely and effective execution of field service activities, and maintaining the quality of all service outputs. This role will also oversee the 24/7 help desk case management, ensuring adherence to service case protocols and lifecycle management. Additionally, the position will support sales efforts by providing accurate time and cost estimates for service-related quotes.
CHARACTER QUALIFICATIONS:
Integrity – Is open, honest, and committed to giving the straight story every time – even when not good. Ownership – Takes full, personal, individual, responsibility for their actions and work. Innovation – Creates a culture of relentless improvement of products and processes to make every day better. Service – Serves our clients, families, communities, and most of all, our people who are empowered to and safe in making decisions and taking actions that dare to make us better.
ESSENTIAL DUTIES & RESPONSIBILITIES:
1. Field Service Supervision:Supervise the field service team, ensuring that all personnel are effectively utilized, and their time and attendance are accurately tracked.
Oversee the quality of field service activities, including the execution of tasks, the accuracy of reports, and the delivery of solutions.
Ensure that all field service operations align with company standards and customer expectations.
2. Help Desk Case Management:
Maintain high-quality standards for the 24/7 help desk by ensuring cases are correctly named, managed, and completed within the defined lifecycle.
Collaborate with the help desk team to resolve complex issues and provide guidance on case handling.
3. Quality Assurance:
Monitor and maintain the quality of all service outputs, both in the field and through the help desk.
Conduct regular reviews of service activities to identify areas for improvement and implement corrective actions as needed.
4. Sales Support:
Provide time and cost estimates for service-related activities during the sales quoting process.
Collaborate with the sales team to ensure that service quotes are accurate and competitive.
5. Reporting and Documentation:
Generate and maintain detailed reports on field service activities, help desk cases, and service quality metrics.
Ensure that all service-related documentation is accurate, up-to-date, and compliant with company standards.
6. Training and Development:
Identify training needs for field service personnel and coordinate relevant training programs to enhance skills and knowledge.
Provide ongoing mentorship and support to team members to foster professional growth and development.
The above is intended to describe the general content of and the minimum requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Additional requirements will apply to similar positions that carry other responsibilities.
QUALIFICATIONS:
Qualified candidates must have a proven track record of success in customer service in addition to possessing a high-energy, strong desire to achieve top results with a charismatic, positive “can-do” approach over the phone and in person.
Education and/or Experience Associates degree (AS) and/or technical certification or equivalent preferred. 3-5 years minimum experience in engineering, technical, field related, or customer-facing roles, preferably in the material handling industry. Proficient in MS Office Suite and familiar with ERP functionality.Language and Organizational Skills
Ability to work under pressure, shift priorities in a changing environment, and is self-directed with good business judgements. Ability to build and maintain business relationships with clientele, meet deadlines, and deliver customer service excellence, including direct contact with customers. Must be able to work effectively with all levels of personnel within the company. Must have outstanding communication, interpersonal, and customer service skills. Exceptional listener with excellent time management, organization, and negotiation skills. Experience with the principles and methods for directing, overseeing, and carrying out service-related tasks and objectives. Capable of multi-tasking in a fast-paced environment while appropriately prioritizing business segment activities and adapting to shifting priorities for both Helpdesk and Field Service responsibilities. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to speak, read and write English.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; outside weather conditions; and risk of electrical shock. The noise level in the work environment is usually moderate.
TRAVEL:
This position requires intermittent business travel by airplane, personal/rental car, and public transportation both domestically and internationally. The capability of securing a rental car and paying for all reimbursable travel expenses is essential. The candidate must be willing to travel as required and be capable of completing international travel of 10 or more hours. Overnight travel is approximately 20% to 30%.