8543: Field Service Supervisor/Escalation Specialist

Our client is seeking a Field Service Supervisor and Escalation Specialist for their dealership in the Greater Denver, CO market. OEM experience on one or all of their product lines would be ideal for this role to assist the technicians in escalated service calls.

Customer Service & Supervisory Responsibilities

• The Field Service Team Leader oversees a team of field service technicians at all levels and assures that customers are provided with the most efficient service technicians
• Acts as mentor modeling exceptional service competence and leadership behaviors
• Ensure high levels of customer satisfaction and retention
• Monitor client risks and opportunities
• Proactively identify potential issues and confront difficult situations in a direct manner
• Assist Management in development and improvement of the Service Department
• Works with Dispatcher on a daily basis to ensure maximum efficiency and rerouting technicians
• Visit customers with Sales Staff/Technician to address service issues
• Understand, adhere to and hold service team accountable to all procedures including specific parts replacement and maintenance procedures
• Go the distance for the client: provide extra follow up, make phone calls and visits, remain visible; demonstrate a helpful, service attitude with the clients best interest at the forefront at all times

Requirements:

• Minimum of five (5) years management or supervisory experience
• Minimum of five (5) years of experience as a service technician in copier repair
• Strong time management and organizational skills
• Ability to manage time, meet deadlines and efficiently maintain proper functionality of equipment
• Strong people skills; able to build and maintain professional, trusting relationships with clients and vendors; able to quickly and effectively learn the culture and uniqueness of the client environment and adapt to various personality types and reporting levels
• Excellent communication and presentation skills; able to convey complex and/or detailed information to multiple individuals/audiences with differing knowledge levels
• Intermediate computer skills with a good understanding of Microsoft Office especially Excel
• Current driver’s license with clean driving record
• Must have a dependable vehicle capable of transporting essential tools, copier parts and supplies

Service Manager

Greater Denver, CO 80403 USA