Customer Support Supervisor

Job Title: Customer Support Supervisor

Company: Bassett Mechanical 

Location: Kaukauna, WI

Description:

• The Customer Support Supervisor will 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 oversight 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
• Maintain 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
• Build and maintains customer relationships, identifies all customer expectations, and works collaboratively with Operations support team to ensure all contractual obligations are met.
• Maintain customer satisfaction by investigating concerns, implementing corrective action, and communicating with all customers and necessary service personnel.
• Analyze, supports, and updates service processes and policies across the refrigeration department as needed.
• Support Service Operations Managers and field personnel as needed
• Support the Service Group to ensure compliance with federal, state, and local refrigeration industry laws, regulations, and guidelines
• Promote and supports company policies, procedures, mission, values, and standards of ethics and integrity
• Share 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.
• Promote 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.

Experience, Skills 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, team building, decision-making, influencing.
• Previous scheduling experience.

Hours/Employment Type: Full Time

Salary/Wages: Negotiable

How to Apply: Visit our online posting.

Questions? Please contact Tracey McGuire at tracey.mcguire@bassettmechanical.com, (920) 462-1896