• Field Service Supervisor

    Job Locations US-CA-Los Angeles
    Job ID
    2018-2197
    Category
    Technicians
  • Company Overview

    Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. Our award-winning office products –seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 30 years

    Overview

    The Field Service Supervisor (FSS) meets all of the expectations of the Field Service Specialist as well as facilitating the needs of all district offices.   This is a highly professional role that involves a strong expertise, skill, and knowledge.   The FSS is the first point of contact when something needs assistance and must understand Humanscale’s business inside and out.

     

    The FSS is responsible to team members in all locations by providing leadership, training, motivation, coaching development, and managing the overall performance of the team.   The FSS may perform essential function expectations of a Field Service Specialist and is expected to be the subject matter expert for their districts in reference to product knowledge, policy and procedures, sales programs, and any changes made within the organization.

     

    The FSS will support Commercial lines of business, Global, Federal, and other areas as assigned by the Regional Manager or the Director of Customer Service.   The FSS is responsible for the day to day operations and the face to face customer interactions delivered through our technicians nationwide.

    Responsibilities

     

    • Improve the Customer Service Experience in our face to face interactions – specifically Humanscale technician installation and repair experiences. Actively seek out new software, tools and process to help us elevate out customer touches to a luxury brand experience. Collaborate with the Strategic Project Mangers to implement positive changes to our in person customer experience. Also fully responsible for continuous improvement in the face to face customer experience arena.
    • Establish and maintain a baseline customer satisfaction measure for face to face interactions and build action plan for improvement above current measure
    • Field all tool/system/process enhancement requests that arise from the face to face customer satisfaction survey.       Personally address any personnel related challenges and partner with the Strategic Project Management team to address and tool/process/training issues identified from survey results.
    • Contribute to short and long-term organizational planning and strategy as a member of the management team. Interact with the Sales and Support Management team to get input on changes to showroom and tech experience. Engaged in the day to day business to understand the real life experience of the end users
    • Responsible to manage local office talent and create career path in the technical support area
    • Work on a plan to implement changes in the 3rd party installer experience to reflect the Humanscale experience created for our internal team.
    • Produce weekly status reports on open issues and upcoming changes.
    • Independently manage ad hoc projects (timelines, coordination of deliverables, etc.)
    • The ability to assimilate Sales needs, match up the requests with operational capabilities, and make both tactical and strategic decisions on how to proceed in the future
    • Command authority yet is approachable
    • Successful collaboration with all business partners requiring constant relationship building
    • Responsible for the performance of assigned district offices. Expected to train, challenge, motivate, encourage, and provide constructive guidance to office managers and the team related to all areas of installer support and effective operations
    • Answer operational and strategic questions and issues from offices and sales teams
    • Assist in monitoring overall customer satisfaction
    • Maintain communication with Regional Sales Directors and Regional Support Managers in the district on a regular basis
    • Assist training new hires, ongoing training, and progressive discipline
    • Conduct and attend district meetings sales and operational
    • Schedule regular office visits and travel 60% of the time
    • Create and maintain reporting as directed by the Director of Customer Service
    • Planning and forecasting of district needs, requirements, and resolutions
    • Ensure consistency building sales relationships

    Qualifications

    • Experience in related field of at least 6-10 years
    • Strong understanding of drivers for sales support and customer service satisfaction, process and quality, and functional office operations
    • A critical eye with the ability to see both the big picture as well as detail and nuances
    • Agility to move between functional operations and supporting sales objectives
    • Ability to engage and influence others
    • Ability to lead functional teams to deliver satisfaction, quality, and performance improvements
    • Excellent communication and strong inter-personal skills
    • Quick learner and problem solver; able to seek out solutions autonomously
    • Able to decipher ambiguous situations and identify the proper path
    • Strong organizational and prioritization skills
    • Advanced knowledge of Microsoft Excel, Word,
    • Proven ability to partner with others to accomplish goals
    • Ability to implement and manage change
    • Must be able to proactively identify tool gaps and propose viable solutions
    • Ability to pay for gas, parking, and parking meters for reimbursement
    • Valid driver’s license and automobile insurance
    • Adequate transportation for transporting product and equipment within the designated geographic area
    • Ability to perform work outside of the office either at customer sites and/or other offices
    • Must be able to lift, push and pull 60 pounds and maneuver any single package weighting up to 151 pounds with appropriate equipment
    • Must be able to do repetitive bending and stretching
    • Must be able to stand on feet for long periods of time
    • Must be able to use hand tools throughout the wok day weighing approximately 5-10 pounds
    • Must be able to drive throughout the work day

     

     

    To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed are the representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

     

     

     

     

     

    Humanscale is an Equal Opportunity Employer (M/F/Disabled/Veteran)

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