Service Team Supervisor

Description

The Service Team Supervisor plays a critical role within Sherman + Reilly’s Service team and the broader organization. This role requires strong technical expertise, exceptional customer service, and the ability to work independently and collaboratively. The Supervisor will manage service operations, oversee maintenance and inspections, and ensure effective communication across departments to deliver high-quality service to customers. This position requires a deep understanding of mechanical and electrical systems, customer service excellence, and operational efficiency.

Requirements

Operational Oversight & Process Improvement:

• Coordinate and oversee service department activities, ensuring seamless operations and customer satisfaction.
• Track, compile, and report on service department metrics.
• Help enhance existing products, solutions, and technology to improve customer service processes and service offerings.
• Work cross-functionally to align service efforts with the company’s Mission, Vision, and Strategy.
• Assist in the development and implementation of safety programs related to equipment operation and maintenance.

Customer Service & Support:

• Serve as the primary point of contact for customer inquiries regarding service issues, providing timely solutions and information through various channels (phone, email, online chat, in-person).
• Act as the “voice of the customer,” advocating for necessary actions to resolve service and technical problems.
• Provide equipment training to customers, ensuring they understand the proper and safe use of equipment.
• Proactively identify potential customer issues and address them to maintain customer satisfaction and strong relationships.
• Follow up with customers post-service to ensure proper functionality and to resolve any outstanding concerns.

Equipment Maintenance & Inventory Management:

• Ensure the safe and reliable operation of fleet equipment by performing inspections and overseeing regular maintenance and preventive maintenance.
• Conduct on-site equipment maintenance and updates.
• Manage equipment records in SAP, ensuring accurate inventory levels and proper maintenance tracking.
• Oversee the ordering and receiving of parts, ensuring equipment availability and the accuracy of inventory audits.

Team Leadership & Collaboration:

• Supervise and guide the Service Techs, ensuring effective communication and alignment with other departments.
• Collaborate with Service and Sales teams to manage the workorder module in SAP, maintaining accurate customer service records.
• Coordinate and oversee travel arrangements for remote service techs as required.
• Participate in team meetings and contribute to process improvement initiatives.

Additional Responsibilities:

• Assist with troubleshooting and repairing mechanical and electrical issues and electrical systems.
• Ensure adherence to company safety policies and procedures.
• Perform other duties as assigned by management.

Qualifications

• Prior experience with SAP and scheduling software a plus.
• Strong understanding of electrical and hydraulic systems and troubleshooting.
• Excellent customer service skills, with the ability to build and maintain strong customer relationships.
• Ability to read and interpret schematics.
• Previous experience as a service technician or mechanic is required.
• Ability to handle multiple assignments and meet deadlines effectively.
• Ability to work independently as well as part of a team.
• Excellent written and verbal communication skills.
• Ability to solve practical problems, including handling irate customers effectively.
• Ability to pass a DOT test and meet physical requirements, including lifting and driving a forklift.
• Must be able to lift up to 50 pounds and use tools for equipment maintenance and repairs.
• Travel to customer sites is required.