Customer Service Supervisor (Repair)

JOB SUMMARY

 Monday-Friday 8am-5pm

Supervise the front-end repair evaluation service, sales and returns processes, and the repair receiving functions with a strong focus on achieving the repair sales volume goal. Ensure that all business opportunities are responded to professionally and timely per company policy to maximize repair approvals. The role ensures that internal and external communication is in place and that customer expectations are set, met and documented.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure that the team communicates delivery promises and work with Production Management to ensure that these promises are met
• Ensure profit margins are achieved for both in-house and outsourced repairs.
• Ensure that the team are proactive in investigating and researching for the best possible customer solutions
• All front-end opportunities to be answered professionally and timely
• Open lines of communication between the department and sales to ensure requotes are sent in a timely manner
• Manage the team to ensure that all quotes are followed up routinely per company policy
• Coordinate between departments to ensure that technical BER or warranty evaluations are dealt with timely and efficiently for a speedy, accurate customer resolution
• Ensure that your team maintain a clean and organized department
• Maintain accurate competitive repair pricing
• Supervise all outsourcing processes and procedures
• Supervise technical preliminary evaluation team, repair receiving and service sales staff
• Reference RIDL for all department SOP’s and train staff on them
• Routinely audit and spot check service sales processes and procedures for Continuous Process Improvement
• Plan and support employee workload, dealing with any escalations
• Prepare and deliver monthly reviews for all staff

May be modified from time to time. Other duties, tasks and work may be assigned.

METRICS

• Number of Days from part Received to Quoted meets or exceeds 1-2 Days max in process cycle time
• Number of Days for parts pending customer approval, or held for scrap or return at or below 6 months max.
• Sales Goal Attainment meets or exceeds quota
• Attainment of individual Pre-Evaluation metrics as set by Production Manager and objectives being met accordingly
• Monthly deadlines and objectives met, as agreed and described in monthly reviews or through other project planning efforts
• Quality requirements are met as defined by systems and processes that measure and manage returns
• Goal attainment for number of pcs. produced meets or exceeds number of pieces received

KNOWLEDGE & SKILLS REQUIRED 

• Previous managerial and/or supervisory experience
• A positive attitude with the ability to supervise and motivate employees in a team-oriented environment
• Management of allocated staff ensuring clear targets and training needs are met
• Ability to work well with upper management in implementing directives and other supervisory personnel in operating the department
• Ability to identify needed improvements in existing processes and implement changes
• Willingness to work irregular hours, including weekends if necessary, in order to complete assignments on schedule in order to meet objectives
• Ability to handle relationships with customers and suppliers
• Ability to evaluate and solve problems as they occur
• Ability to work at fast pace
• Attention to detail
• Problem solving abilities
• Good communication skills

EDUCATION & EXPERIENCE 

• Previous Management experience in leading, supervising, and developing staff
• Managing and supporting others with complex cases and enquiries
• Technical product knowledge preferred
• Electronic/Industrial controls industry experience preferred
• One to three years in a related environment with direct experience managing same or similar processes

PHYSICAL DEMANDS

• Occasional sitting, reaching/working overhead, climbing or balancing, stooping, kneeling, crouching or crawling
• Frequent walking
• Continuous standing and repetitive hand motion
• Occasional sitting, reaching/working overhead, climbing or balancing, stooping, kneeling, crouching or crawling
• Continuous standing and repetitive hand motion
• Lifting requirements include occasional lifting over 50 pounds, frequent lifting of up to 25 pounds, and continuous lifting of up to 10 pounds

BONUSES/COMMISSIONS

Eligible for monthly bonus

EMPLOYEE EVALUATION SUMMARY

• Introductory Review -- Will be written at approximately 80 days after employment and will be used to determine whether employment will continue
• Monthly Reviews – Monthly objectives are established, and a monthly summary review is administered which measures the attainment of those objectives.
• Annual Reviews – Review same as monthly reviews for year along with Strengths, areas for improvement, and Plans/Goals for upcoming year.

WORK SCHEDULE

This is a management level exempt position that requires a work schedule that will achieve the results and objectives identified by the company and the General Manager, Production Services.  Generally, the company operates and most of those who will interface with this position work normal business hours, which are 8:00 am to 5:00 pm Monday through Friday, but several of the responsible areas have extended shifts beyond normal business hours.  Nights and weekends may be worked at the Manager’s discretion based on current project and implementation needs, deadlines, and workload.

Time off will be granted with proper formal notice in accordance with company policy.