Field Service Supervisor at Gregory Poole Equipment Company in Garner, North Carolina

Job Description:

Field Service Supervisor

3201 Integrity Dr, Garner, NC 27529, USA Req #1231

Friday, May 10, 2024

PRIMARY FUNCTION:

This position provides major support for service customers' satisfaction, direct customer contact responsibilities, quoting of major jobs, directly supervising Field service technicians, and performs some administrative operational responsibilities.

ESSENTIAL DUTIES:

I. Customer Service - Percent Of Time Spent = 6 0%

• 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 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.
• Occasionally types correspondence, quotes, records, reports, etc.
• Periodically prepares reports and memos.
• Produces customer mailings such as follow up letters, flyers, etc.
• Purge files periodically and prepare for storage.

• Supervises and dispatches Field Service personnel, insure adequate quality and profitability
• Provides daily and long-term leadership for the direct report associates to include but not be limited to the following activities:

• 
  
  • Interviewing and Hiring
  • Coaching
  • Training and Developing
  • Counseling and Disciplining
  • Dismissing

MINIMUM REQUIREMENTS:

Education :

A two year business or management degree, but 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 is a must . Pleasant personality. Must be PC knowledge with basic level skill with keyboard and word process 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.

Other details

• Pay Type Salary
• Required Education High School

Apply Now

initStaticMap(true); PRIMARY FUNCTION:\n \nThis position provides major support for service customers' satisfaction, direct customer contact responsibilities, quoting of major jobs, directly supervising Field service technicians, and performs some administrative operational responsibilities.\n \nESSENTIAL DUTIES:\n \nI. Customer Service - Percent Of Time Spent = 60%\n \n\nAccepts and coordinates customer inquiries and requests (phone, walk-in or mail) for machine repair/service.\nEstablishes job priorities and schedules daily job assignments for each Field Technician.\nManages or resolves customer's machine service complaints and problems to the best customer satisfaction level possible.\nProvides customer service, pricing quotes and machine service completion and delivery schedule information.\nDaily monitors machine repair schedule and immediately contacts customer with any schedule updates, modifications or whenever any additional repair is needed. (Work in process).\nCoordinates job repair priorities and assigns daily job assignments.\nServes as a liaison between Service Manager, other departments and branches such as shop, parts department, machine transportation, and Specialization shop.\n\n \nII. Administrative - Percent Of Time Spent = 20%\n \n\nOpens, maintains 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.\nIssues, extends and enters purchase orders.\nOccasionally types correspondence, quotes, records, reports, etc.\nPeriodically prepares reports and memos.\nProduces customer mailings such as follow up letters, flyers, etc.\nPurge files periodically and prepare for storage.\n\n \n\nSupervision - Percent of Time Spent = 30%\n\n\nSupervises and dispatches Field Service personnel, insure adequate quality and profitability\nProvides daily and long-term leadership for the direct report associates to include but not be limited to the following activities:\n\n\n\n\nInterviewing and Hiring\nCoaching \nTraining and Developing\nCounseling and Disciplining\nDismissing\n\n\n\n \nMINIMUM REQUIREMENTS:\n \nEducation:\n \nA two year business or management degree, but 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.\n \nWork Experience:\n \nFour years working experience in similar customer service related position. Basic mechanical and product knowledge is desirable.\n \nPhysical:\n \nMust 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 is a must. Pleasant personality. Must be PC knowledge with basic level skill with keyboard and word process software (preferably Microsoft).\n \nThis 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.