Branded Service Supervisor - Tampa Bay
Consumer & Customer Care
Full Time
Tampa Bay, Fl
2018-04-23

This position is responsible for maintaining and improving customer service and business performance levels for Electrolux Branded Service in assigned service markets. The Branded Service Supervisor will maintain work schedules and all activities of the field service technicians of the assigned work group. The Branded Service Supervisor will provide leadership and instruction to the assigned technical work force. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

  • Monitor and improve the daily routes of field service technicians
  • Maintain productivity levels of the overall service organization
  • Provide performance reviews to service technicians
  • Provide constant feedback and communication with workgroup
  • Conduct technical and other required topical training for assigned work group
  • Constantly communicate with field service technicians and customer service agents via telephone and messaging technology
  • Working with routing office personnel to maintain and adjust daily work schedules of the field service technicians. As well as ensuring service capacity meets or exceeds demand
  • Primary representative of Electrolux Branded Service for the assigned work group and market
  • Direct service technicians in all areas of customer service, employee relations, and KPI achievement
  • Hire and Fire service technician as required
  • Provide reports to leadership regarding activities of the field service technicians
  • Address any issues that may arise as a result of branded service activities
  • Perform additional duties as assigned

Minimum Qualification

  • Minimum of 5 years of experience in the Major Appliance Service industry
  • 3 years of experience dispatching technicians or assigning work orders; Lead/Foreman role 
  • Bachelor's degree from four-year College or university is preferred 

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

  • Committed to providing superior levels of service to consumers
  • A sense of urgency and able to achieve assigned task completion within deadline requirements
  • Must be comfortable in a high-stress environment and able to address multiple priorities simultaneously
  • Direct and assign work to field service technicians
  • Motivate work crew to achieve performance objectives
  • Maintain high levels of employee morale
  • Ensure that service technician meet Electrolux Branded Service standard in all areas
  • Advanced knowledge of Microsoft Excel, Word, and PowerPoint
  • Able to interpret scheduling and work activity via Gantt Schedule
  • Systems utilized: SAP-CRM, Service Power, and various company websites
  • Highly skilled in writing, written and verbal communication
  • Must have strong communication skills; verbal, written and presentation skills
  • Capable of setting priorities, meeting pre-determined deadlines and multi-tasking
  • Must be able to manage and measure the performance of projects
  • Possess strong problem solving and critical thinking skills