Field Service Supervisor-PSD

The Field Service Supervisor is responsible for scheduling and prioritizing all work performed in the field service area of responsibility; providing quotes for jobs and work order reviews for customer billing; customer communications; field service safety practices and compliance with company operating policies. This position has major responsibilities to ensure primarily external customer satisfaction.

The incumbent in this position is expected to model the following practices daily: 1) Demonstrated alignment with the company's mission and core business values; 2) Collaboration with key internal/external resources and 3) Ongoing self-development.

KRA's (Key Responsibility Areas):

• Establish and mutually agree upon and communicate job expectations (i.e. accurate price quotes and time estimates) to external customers to ensure customer satisfaction according to our mission and core business values.
• Establish, model, and reinforce safety practices that are consistent with our mission to ensure employee and customer safety.
• Model collaborative problem-solving and personal influencing skills to ensure that service activities in the incumbent's area of responsibility are aligned with the overall business plan of the service department and company.
• Provide Regional Service Manager with status reports on all open work orders in an accurate and timely manner.
• Review monthly field service operations branch statements to assess progress on department business goals.
• Participate in the selection, development, and evaluation of field service department personnel to ensure a high level of commitment and competence is available in our human resources.

KEY PERFORMANCE DIMENSIONS:

The following personal attributes are considered essential requisites for the effective performance of the job holder in this position.

• Problem-Solving Expertise: The rational approach to processes involved in identifying and defining problems/goals, selecting and implementing alternative solution strategies, the management of resources and contingencies, and reducing performance deviations/gaps
• Influencing Capabilities: Demonstrated leadership in attitudes and behaviors that effective assessment, management, and adaptability required in handling situations (including decision-making, behavior, conflict management, and negotiations scenarios). Also, the aligned commitment and contribution to the success and development of others.
• Planning Orientation: Competency in strategic operational planning methods and practices, the monitoring and measurement of targeted goals, resource allocation, and management practices.
• Managerial/Administrative Skills: Model the basic set of managerial/administrative task-management attributes involving directing, implementing, motivating, and evaluating the general work environment to accomplish specific, targeted business objectives.
• Technical Expertise: Demonstrate specific business/industry job-related professional knowledge, skills, experience, and related performance attributes.

Performance Standards

• The following measurement methods are intended to provide a sound basis for assessing the performance of the individual in this position concerning those responsibilities noted previously.
• Job estimates are developed and delivered in a timely and accurate manner as measured by 1) sales 2) customer feedback 3) management assessment
• Safety standards, as measured by the Regional Service Manager and Environmental/Safety Manager, are achieved and maintained as measured by 1) loss ratio; 2) number of accidents, and 3) safety inspections
• Effective personnel selection, training, and development as measured by: 1) turnover rate; 2) subordinates' goal achievement as measured
• Work order opening, maintenance, and closing are done on an accurate and timely basis as measured by feedback from Regional Service Manage