ResponsibilitiesThe Service Supervisor is responsible for the profitable delivery of refrigeration services for a specific geography, specialty, or team of technicians. They will also run calls and serve as a mentor and technical resource to other technicians in their area of responsibility.
- Participates in managing the Service P/L for assigned branch(s).
- Effectively manages call volume for area of responsibility.
- Ensures customer requirements are followed, and calls are completed on a timely basis.
- Ensures billing procedures are accurately adhered to and may approve work orders.
- Maintains communication with customers and ensures their expectations are met.
- Resolves issues or problems that impact customer satisfaction.
- Interviews, selects, hires and oversees onboarding of Lead Techs and Technicians.
- Ensures technicians are scheduled and dispatched efficiently, based on skill level, location, and call volume.
- Monitors performance and provides training, coaching and performance feedback to Lead Techs and Technicians.
- Ensures compliance of Service policies and procedures, including eSo, refrigerant tracking, time and attendance, etc.
- Ensures use of PPE and the application of safe behavior, including driving, by all employees.
- Ensures customer service and quality of work meets customer requirements and Source standards.
- Embodies the CoolSys CARES culture (Collaboration, Accountability, Respect, Empowerment, Safety).
- Performs other duties as assigned.
QualificationsEducation / Training - High school diploma, GED, or completion of trade program or technical school.
Work Experience / Skills - 5+ years of experience in the refrigeration/HVAC service, commercial construction, or a related industry.
- Knowledge of commercial refrigeration and HVAC principles and practices, including service hour estimation, labor forecasting, and multiple disciplines involved in area of responsibility.
- Ability to solve problems and apply good judgement.
- Excellent verbal/nonverbal and written communication and presentation skills.
- Strong customer service skills, including an ability to proactively address customer issues and concerns and ability to forge strong working relationships with customers.
- Knowledge of jobsite safety, ability to oversee work activities to ensure safe work practices and safety rule compliance.
- 2+ years of Supervisory experience, preferred.
- Good leadership potential, with demonstrated experience overseeing a diverse and multi-disciplined workforce.
- Ability to coach, train, develop and build a team.
- Able to manage time, delegate assignments and follow through to ensure good results.
- Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.
- Ability to use typical business tools including E-Mail, Word, Excel, Work Order/Dispatch Software, Enterprise Resource Planning (ERP) software, etc.
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