Location: Long Island - New York

Job Summary:

The District Service Supervisor proactively manages a subset of a district including people management and operational oversight. They are responsible and accountable for managing a team of technicians to ensure maximum performance, engagement, and operational compliance. The independently resolve customer problems and ensure optimized resourcing to manage cost and SLA performance. They also drive special projects as needed to support the district, region, or overall service organization strategy and performance.

Job Responsibilities:

• Ensure operational SLA compliance with assigned customers and technicians and direct tactical actions related to customers and monitor metrics on response time, down time, time between calls, and time to repair products. Evaluate data and make recommendations for improvements to better serve the customer. Serve as an escalation point for customer concerns.
• Manage an assigned team of technician through responsible recruiting, training, motivating, coaching and counseling. Work with district management team to determine the training needs for the district and ensure that programs are delivered to increase their skill base and technical proficiency.
• Ensure the day-to-day and week-to-week optimal utilization of people and technical resources through forecasting, planning and scheduling. Realign resources as needed to ensure customer satisfaction. Resolve any customer issues or complaints.
• Be responsible for operational performance of the team, including adherence to customer Service-Level Agreements (SLAs) and revenue recognition practices.
• Assess team effectiveness in providing service to customers by developing methods and mechanisms for tracking performance. Develop strategies and action plans to address deficiencies and improve efficiency and productivity.
• Support District growth requirements as needed under the direction of a District Service Manager or other service leader.
• Work with District Service Manager (DSM) to monitor operational metrics, completion of projects, and call closure.
• Oversee safety compliance of team and care for company property.
• Contribute to team efforts by accomplishing related results in a cooperative and supportive manner.
• Maintains availability by carrying a cell phone; responding to emergency and non-scheduled calls for support within established response time goals.
• Other duties as required.

Supervisory Responsibilities:

• Will manage a portion of the technicians in a service district and be accountable for the performance, engagement, and compliance with company and department process and policy.
• May manage certain assigned projects and initiatives in the district, region, or national level

Competencies (Skills, Knowledge and Abilities):

• Requires understanding of computer program functionality and software troubleshooting skills.
• Strong interpersonal/customer relation skills.
• Ability to effectively resolve conflict internally and externally.
• Ability to accomplish the describe duties through appropriate hand, power, and testing tools/equipment.
• Ability to reason logically and make sound decisions along with considering alternative and diverse perspectives.
• Strong analytical, problem-solving, quantitative, and time management skills.
• Ability to communicate effectively both orally and in writing.
• Ability to understand, remember and follow verbal and written instructions.
• Ability to work as an integral part of a team.
• Ability to read and understand written procedures and diagrams for assembly and test.
• Ability to develop and implement solutions to assembly problem.
• Ability to maintain regular attendance and be punctual.

Education and Experience:

• High School degree or equivalent.
• Degree in electronics, advanced mechanics and/or software training with 1+ year related industry/equipment experience or equivalent combination of education and experience.
• 5+ years of field experience strongly preferred.
• Associate degree preferred.
• 1+ year of supervisory experience including accountability for employee performance preferred.

Travel:

This position requires regular travel in the United States and Canada.

Physical and Mental Requirements:

• Mental/Cognitive
  • Requires reading, math, weighing and/or measuring, conducting research, analyzing, evaluating and drawing conclusions, implementing plans, procedures, solutions, coordinating others to accomplish a goal. Ability to work with others and manage emotions.
• Physical
  • Requires sitting and walking.
  • Requires using hands to feel, reaching with hands and arms.
  • Requires standing, talking and hearing.
  • Requires close, distant, color, and peripheral vision; depth perception.
  • Work is usually performed in a controlled office, manufacturing or retail environment; noise within acceptable safety levels; work is sometimes performed in cramped areas; heights up to sixteen (16) feet; paper dust prevalent; exposure to with cleaners and solvents used to clean machines.
  • Requires lifting of up to fifty (50) pounds.
  • Ability to travel regularly to visit customers and meet with employees and conduct occasional out of district travel.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Bell and Howell does not require full vaccination at most sites. However, those customers that do require full vaccination against COVID-19, it is required to provide documentation prior to hire. If there is a medical or religious reason preventing you from receiving an available COVID-19 vaccination, and you are offered a position with our company, we have an accommodations process in place for those requests.

Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual's qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, marital status, or any other characteristic protected by federal, state or local law.