Supervisor, Onsite Service

JOB SUMMARY & SCOPE
The Onsite Services Supervisor is responsible for providing consistent service oversight and operational support to onsite service technicians and customers. This role maintains an organized and proactive supervisory approach, leveraging management reports and operational data to support effective planning, resource utilization, and service delivery. The Supervisor develops contingency and support plans to address business needs and operational challenges, while continually evaluating onsite service operations and implementing efficiency and process improvements.
 
The Onsite Services Supervisor is accountable for managing, motivating, and developing the onsite service team while promoting high levels of customer satisfaction and consistent performance across all key areas of the field service business. This role supports business growth through talent development, hiring support, strong customer relationships, and the optimization of operational processes. The Supervisor serves as a positive role model and champion of company culture, embraces change, and actively influences the team to adopt improvements while strengthening service-related knowledge and capabilities.
 
KEY ACCOUNTABILITIES

Supervise and lead the team, including recruitment, training, development, performance evaluation for growth of employees, ie. field service technicians or other employees, across other departments, sectors and levels throughout the company.
When required, provide technical services to clients and company technicians.
Promote and produce the sale of service contracts, upgrades, parts, and billable labor revenue to meet established business goals and guidelines.
Maintain proper and accurate service part inventory levels for both direct and indirect staging locations.
Provide exceptional customer service; ensure customer satisfaction is achieved when resolving customer/product issues and complaints.
Provide prompt, effective, and continuous communication with customers and internal stakeholders about service call status, ETA's and resolution status.
Develop an expert level working knowledge of Corporate and Service Department procedures and policies.
Demonstrates behavior that cultivates operational excellence by continually challenging old methods or ways of thinking and taking responsible risks to improve results; serve as a positive role model in creative thinking and in focusing on quality work.
Continuous training and self-development to improve and enhance service management skills and expertise.
Partner and manage external service relationships, ensuring an aligned and seamless service experience to our customers.
Create, implement, and utilize organizational metrics and key performance indicators to trend performance, manage exceptions, and demonstrate operational status.
Complies with all safety policies, practices, and procedures.
Performs other duties/special projects assigned.

EDUCATION + EXPERIENCE + KEY TRAITS

Expert level technical background in electro-mechanical devices such as printers, or equivalent experience.
Bachelor's degree required and/or 5-plus years of equivalent work experience in field of onsite service, IT, or similar industry.
Certification in information technology, process improvement, or similar disciplines preferred.
Operates within division or department policy guidelines using independent judgment in achieving assigned objectives and goals. 
Prioritizes and handles multiple tasks simultaneously, and with limited oversight.
Strong computer skills and phone application skills using Microsoft Windows based programs is required.
Self-starter and motivated to perform effectively during times of high demand, prioritizing, organizing, and delegating as necessary. 
Ability to define problems, collect data, establish facts, and draw valid conclusions and solutions.
Ability to work with minimal supervision or guidance.
Must have a valid driver's license and maintain a safe driving record.
Be able to travel throughout the country.
Be able to perform in high pressure environments.

SUPERVISION

The role involves managing employees.

TYPICAL PERFORMANCE TARGETS

SERVICE DELIVERY: Sustained, measured excellence in project & process delivery
COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement
INNOVATION: Step changed delivery in safety, quality, and/or cost

LANGUAGE SKILLS

Primary language used in daily operations is French. Additional primary company languages include English, Spanish, and Dutch.
Read and interpret documents, procedure manuals and various correspondence from both internal and external.
Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.

DECISION MAKING + REASONING

Able to take accountability and responsibility for business target delivery and decision making.
Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Includes hiring and terminating authority in collaboration with Human Resources.

WORKING RELATIONSHIPS

Peak Senior Management Team
Key Sales Leadership
Key Vendor Sr. Leadership

PHYSICAL REQUIREMENTS

Activity

Amount of Time

None

Under 1/3

1/3 to 2/3

Over 2/3

Stand

X

Walk

X

Sit

X

Use hands to finger, handle, or feel

X

Reach with hands and arms

X

Climb or balance

X

Stoop, kneel, crouch, or crawl

X

Talk or hear

X

Lift Up to 25lbs

X

Travel

X

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