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Munters · 1 day ago

Field Service Supervisor

Nevada, United States

Full-time

Onsite

Mid, Senior Level

$75K/yr - $100K/yr

Munters Corporation is a global leader in climate solutions for mission-critical processes. They are seeking a Field Service Supervisor who will provide exceptional leadership for the field service team, manage customer escalations, and drive revenue growth in the assigned service territory.

EnergyIndustrial EngineeringMechanical Engineering

Responsibilities

Supervise Service team to deliver Equipment Channels and Customers, start-up, extended warranty, contracts, and billable service across all product lines including Industrial, Commercial, National Accounts, High Temperature (incl. Zeol)

Ensure alignment of internal and external resources when delivering Service Labor, Parts, and Retrofits to end customer o Internal resources to include Parts Sales Specialists, Contract Sales Specialists, Project Sales, and Service Coordination

Provide back-office service administration related to but not limited to:

Time sheet entry

Expense report review, preparation, submission, and approval for payment

Service Report Creation and review of field technician narrative

Performance Value reports

Refrigeration Set-up reports

Measure service delivery activities and results:

Technician utilization and Revenue/ Warranty cost generation per technician

Conformance to Service Report generation, for content, quality, and communication style

Measure and report on install base penetration

Rates Technicians on Customer satisfaction and First-time fix rate

Supports Service Team in employee evaluation and performance improvement

Responsible to convey the customer experience to our organization through C2 customer complaint system

Support Services sales promotions, tools, and goals

Interact with Service Sales to provide feedback on scope definition and cost to perform, and share leads

Interact with Service Engineering to provide feedback on technical support quality and availability

Interact with Equipment Sales to share leads and to build Service Sales

Manage all customer queries and resolve issues in coordination with the relevant departments

Participates in recruiting activities as necessary to support staffing efforts

Advises Supervisor or other appropriate personnel regarding schedule conflicts, service-related issues, equipment problems/issues, employee issues and any other job-related issues

Participates as necessary in new hire orientation, field training and on-going education activities to insure that employees know proper techniques, procedures, and work rules

Performs quality assurance checks in the field

Qualification

Commercial HVAC knowledgeComplaint handlingTeam leadershipService operation experienceComputer proficiencyMulti-taskingPrioritizationVerbal communicationWritten communication

Required

Bachelor's Degree in a business concentration plus years of commercial HVAC maintenance experience to commercial, industrial, and institutional facilities

Highly motivated and skilled at complaint handling and issue resolution

Knowledge of commercial HVAC systems and maintenance procedures

Excellent verbal and written communication skills

Ability to multi-task and prioritize work

Computer proficiency with MS Word, Excel, and PowerPoint

Ability to travel (at short notice) to multiple site locations to meet the needs of the business as necessary

Have a valid Driver license with an excellent driving record

Ability to effectively partner with cross functional teams to meet performance objectives and to support mission and vision of the Company

Medium Work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects

Climbing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting

The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data, viewing computer terminal, expansive reading, etc

The worker is not substantially exposed to adverse environmental conditions