Customer Experience Supervisor (OEM) at Vitruvian Consulting, Inc.

CUSTOMER EXPERIENCE SUPERVISOR 

About Our Client:

Our client has been in business for more than 50 years providing state-of-the-art processing equipment for their partners in the food industry.  They specialize in providing total line solutions—from consultation through system design, manufacturing, and integration. Their cutting-edge technology focuses on turnkey systems for high-capacity further processing lines.

They have asked us to identify a talented and motivated professional to join them in the key role of Customer Experience Supervisor.

This is a growing company with a great history and a fantastic future. Come join a winning team and contribute to their success!

Job Summary:

The Customer Experience Supervisor is called to plan, direct, and carry out service activities with the goal of meeting customer needs by providing superior technical support via troubleshooting calls with customers as well as to supervise, plan and coordinate technical service team field work while developing and maintaining customer relations. 

Duties/Responsibilities:

• Lead, train, and mentor field service team in best service practices while maintaining a superior level of customer service.
• Manage and direct the tasks of field service techs for both weekday and weekend service work.
• Continually communicate with service team to ensure they are on pace with their assigned service call, provide tips and suggestions, ensuring each service technician is providing a high-level customer experience, and maintaining the highest quality service for clientele.
• Monitor job and travel times for all members of the service team to achieve an “in budget” & “on time” result.
• Develop and maintain service technician field service schedules to meet customer needs and exceed their expectations.
• Coach, mentor, and train service techs as required to ensure employees meet both customer and corporate expectations.
• Advise, participate, and conduct appropriate PIP and/or disciplinary actions as required to correct inappropriate behavior of service techs.
• Assist with managing all customer service agreements to meet or exceed customer expectations.
• Evaluate job performance during and post completion and take steps to improve production, lower costs, and improve the customer experience.
• Responsible for all service scheduling to ensure minimum cost associated with service and rebuild related tasks and maximize customer satisfaction.
• Lead corporate role of providing superior technical support via troubleshooting calls with customers; 24/7 on call for technical support.
• Develop alternative sources to provide technical support via troubleshooting calls.
• Work with Customer Experience Manager to prioritize customer service and sales needs.
• Review customer service needs and make decisions concerning staffing requirements, work procedures, and duty assignments while considering time constraints.
• Manage onsite job time, material allocation and job hours.
• Review and approve all service personnel timecards for payroll.
• Development and administration of service contracts.
• Initiate and coordinate cost control programs to achieve the greatest efficiency and lowest operational cost for a given job or service trip.
• Develop and implement in-plant safety procedures including planning and conducting monthly safety training as it pertains to in-plant service.
• Prepare trip reports, and service analysis reports on all service and rebuilds.
• Backup for in-plant emergencies and production related training.
• Supervise service technicians to ensure all company policies and procedures are followed.
• Responsible for maximizing service personnel by utilizing cross training and personnel development.
• Inspect and sign off on equipment prior to shipping to ensure quality and assembly standards have been met.
• First line of contact and coverage as required when Customer Experience Manager is away from the office or unavailable.
• Performs other related duties/projects as assigned.

Targets and Goals:

• Safety Targets
  • Complete near miss forms on a regular basis and take all corrective action to resolve the issue and/or raise safety awareness.
    • The company will use these as a guide for safety training during the monthly toolbox talks.
  • No PPE safety violations within the department.
  • Housekeeping – Ensure all service staff are cleaning and organizing their work area daily -cleanup the last 15 minutes of each shift.
  • Awareness and Accountability – make employees aware of safety hazards and concerns.
    • Hold them accountable for violations utilizing the discipline structure outlined in the employee handbook.
  • Material Savings
    • Monitor purchased materials as well as manufactured parts and kits to ensure all cost savings measures are taken on each job.
  • Labor Savings Targets
    • Manage job times and labor costs by monitoring daily production for each employee.
      • Address any issues with service tech.
    • Continually establish improvements to decrease job times and labor costs.
  • Track and Reduce Customer Relation Issues
    • Log all customer relation issues – communicate with customers to mend any relationships – address and correct customer relations issue with service tech.

Required Skills/Abilities:

• Judgment and Decision Making -- Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Critical Thinking -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Coordination -- Adjusting actions in relation to others' actions.
• Time Management -- Managing one's own time.
• Speaking -- Talking to others to convey information effectively.
• Gathering Information -- Observing, receiving, and otherwise obtaining information from all relevant sources.
• Communicating with Supervisors, Peers, and/or Subordinates -- Providing information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Making Decisions and Solving Problems -- Analyzing information and evaluating results to choose the best solution and solve problems.
• Organizing, Planning, and Prioritizing Work -- Developing specific goals and plans to prioritize, organize, and accomplish your work.
• Identifying Objects, Actions, and Events -- Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
• Inspecting Equipment, Structures, or Material -- Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.
• Monitor Processes, Materials, or Surroundings -- Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.

Education and Experience:

• Bachelor’s Business Management preferred
• 3+ years Customer Service Management experience
• Industry knowledge

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Company-paid life insurance
• Paid time off
• Vision insurance
• Company-paid STD & LTD
• Tuition Reimbursement

Physical Requirements:

• Bending and stooping for long periods of time
• Sitting and standing for long periods of time
• Ability to lift heavy objects up to 50 lbs.
• Lifting over head up to 30 lbs. on a frequent basis
• Pushing and pulling on a continuous basis

Must be able to reliably commute or relocate to Gainesville, GA 30504