Customer Support Supervisor

Bassett Mechanical is a 3rd generation family-owned company that provides custom-built industrial refrigeration, HVAC, plumbing, metal fabricating and preventative maintenance service solutions to customers throughout the United States and the world. It is not only a great place to grow and thrive in your career. It is a place to truly belong. As a member of the Bassett Mechanical Family, you'll enjoy a competitive compensation and benefits package and many professional growth opportunities. From the moment you're hired, to the day you retire, you're a part of our Bassett Mechanical Family. 

Position Purpose

Plans, directs and coordinates the operations of the refrigeration service  administrative support team.  Ensures effective collaborative and positive interactions between the team and both internal and external customers.  This position includes evaluation of team performance and service effectiveness, while proactively identifying trends and areas for improvement, while partnering with the Regional Refrigeration Operations Manager to discuss these trends and develop actionable strategies for operational enhancement. 

Position Responsibilities

Operations Support Duties:

• Become an expert within Viewpoint software system for full and in-depth knowledge of programs to facilitate collaboration with Business Systems to effectively support the service coordinator and field teams


• Partner with Refrigeration Service Manager on service technician scheduling related to process, procedures, and related dynamics.


• Provide oversite for refrigeration agreement performance reports, manpower planning reports, service warranty follow up and service technician findings logs.


• Task, monitor and review all subcontractor work, oil analysis and vibration report for internal/external customers.


• Effectively lead and partner with Refrigeration Support Team in:
  
  
  
  
  • Scheduling Refrigeration Technician Physicals and fit testing
  
  
  • Maintaining training requirement tracking and hazardous response equipment spreadsheet
  
  
  
  


• Maintain manpower planning report oversight, assist in scheduling customer meetings and follow up:
  
  
  
  
  • Assist Service Manager (s) in handling customer concerns either through CARE or directly from the customer
  
  
  • Review project status reports and identify exceptions: identify dirty dozen agreement performs and maintain metrics with cause and resolution
  
  
  
  


• Builds and maintains customer relationships, identifies all customer expectations, and works collaboratively with Operations support team to ensure all contractual obligations are met.


• Maintains customer satisfaction by investigating concerns, implementing corrective action, and communicating with all customers and necessary service personnel.


• Analyzes, supports, and updates service processes and policies across the refrigeration department as needed.


• Supports Service Operations Managers and field personnel as needed


• Supports the Service Group to ensure compliance with federal, state, and local refrigeration industry laws, regulations, and guidelines


• Promotes and supports company policies, procedures, mission, values, and standards of ethics and integrity


• Shares new opportunities or leads with leadership team


• Attend software/industry/networking conferences or peer group meetings to continue with professional growth and development within the industry.


• Promotes and helps maintain continuous improvement within the Refrigeration Service group.


• Identify opportunities for process improvement within the coordinator team and across the division.  

Leadership Duties:

• Coach and mentor direct reports in their respective roles. Foster teamwork, create accountability, encourage empowerment to make decisions, ensure appropriate delegation, champion and audit for standard work across the group.


• Monitor service calls and workflow on a daily basis; influence the coordinators on incoming calls to make prudent decisions.  Collaborate on a regular basis with the refrigeration operations group to validate the team’s effectiveness and provide feedback to the team for continuous improvement.


• Coordinate staff schedules/work hours to cover the core hours of the department, rotating and accommodating as needed for flexibility within the team. Collaborate with area managers as needed.


• Responsible for the ongoing sustainability of the service dispatch scheduling system.  Monitor, evaluate and recommend metrics to measure outcomes, review on a weekly basis, discuss successes and challenges with the team, redirect as needed.  Proactively implement new processes within the system using the PDCA (Plan, Do, Check, Act) theory of lean.


• Monitor team’s performance to ensure they meet daily goals, verify individual performance by using tracking systems (metrics).  Set up regular PAR’s on an individual basis to create ongoing rapport and strengthen communication.


• Evaluate current skill sets and training needs with direct reports; determine and implement plans for development.


• Provide regular updates on team performance to the Operations Managers. 


• Train and learn the refrigeration service coordinator and service assistant roles.  Act as a backup when needed. 


• Establish and follow through on a personal professional development plan as developed and agreed upon with manager, including participation in the Bassett Leadership Academy.


• Responsible for additional projects as assigned. 


• Support and maintain a Lean and safe work environment.

Summary of Skills, Knowledge and Abilities

• 2 year post high school education or equivalent work experience in related role.


• 5-8 years of leadership in customer service/construction or related role preferred.


• Previous experience in a role within a process-driven environment is ideal. 


• Excellent customer service skills and ability to coordinate internal and external customer needs.


• Strong typing and computer skills. Knowledge of Lotus Notes required. Previous experience with Microsoft Excel, Word, and Outlook at an intermediate to advanced level. 


• High attention to detail and follow through.  Excellent planning & organization skills and willingness to be flexible as situations arise.


• High energy--ability to multi-task under high pressure situations and think quickly on one’s feet. 


• Leadership skills including problem solving, conflict resolution, delegation, teambuilding, decision-making, influencing.


• Previous scheduling experience. 

Direct Reports

• Refrigeration Service Coordinator(s)


• Refrigeration Service Assistant(s)