Technical Field Services Supervisor
Boston, MA
Technical Repair /
Full - Time /
On-site
Description
As the Technical Field Services Supervisor, you will be responsible for managing, mentoring, and supporting team members at ComputerCare who support our enterprise customers. In this role, you will work closely with the Technical Field Services Managers to execute on our promise of providing the highest quality results driven services, while simultaneously prioritizing the growth and support of your team.
Essential Duties
- Act as the point of contact for the assigned enterprise customer worksite location; handling daily work loads, escalations and employee relations.
- Responsible for the recruitment, evaluation, professional development and retention of up to twenty (20) Field Services Technicians and supporting roles.
- Track KPIs (productivity, quality, volumes, etc), analyze data, identify areas for improvement and implement impactful changes.
- Ensure work operations conform to acceptable standards and guidelines as outlined in the manufacturers service provider manuals, customer training and code of conduct requirements, ISO and meet the contractual obligations that ComputerCare has to our customer.
- Ability to travel between worksite locations as necessary.
Roles & Responsibilities
- Manage employee time cards on a weekly basis to ensure timecard accuracy, including timecard approvals for payroll weeks.
- Commit to continuous improvement, including focus on identifying areas where procedures and processes can improve customer experience and leading the team to meet these goals.
- Drive operational efficiencies and continuous improvement, enhancing productivity and customer satisfaction.
- Collaborate with the Technical Field Services Management to assess, track, and manage staffing needs and levels to assure efficient workforce management.
- Partner with teams across the organization to ensure business outcomes are being met within the Technical Field operations and processes.
- Create and maintain process documentation to support the teams.
- Responsible for keeping manufacturer certification requirements of technicians up to date by collaborating with the Compliance team as well as customer worksite specific training requirements.
- Attend and participate in quarterly company leadership meetings, collaborating on company initiatives and deliverables.
- Engages with vendors, customers, and team members with a positive attitude, aligning with the company's core values.
- Drives excellence in Health and Safety programs, ensuring a culture of a safe work environment by eliminating hazards and risks wherever possible.
- Perform other duties as assigned by leadership.
Qualifications
- 3+ years experience in a management role, with direct supervisory experience
- 3+ years experience in project management including planning and launch
- 1+ years of experience in Customer Service roles
- Ability to perform well in a fast-paced environment.
- Ability to work independently and within a team.
- Attention to detail/detail oriented.
- Effective time management skills.
- Committed to staying current on technology, procedures and training for manufacturers
- Knowledge of Microsoft Excel, Word, or the Google Suite
- Experience analyzing data to drive decisions
- Netsuite or Salesforce experience is strongly preferred
$70,000 - $77,600 a year
Total compensation package may include:
Medical, Dental, Vision options, 401K Employer Matching, Company Paid Life Insurance, HSA, FSA , Employee Assistance Program (EAP), Adoption Assistance, Commuter Benefits, Coursera - Professional Certifications, Vacation Time & Sick Time Accrual, Time off for Community Volunteerism
ComputerCare is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
