District Service Supervisor

Description

About Bell and Howell

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences.

Our Automation Services bring a dedicated team of expert mechatronic service engineers completely covering North America and backed by our Integrated 360 advanced technology enabling remote repair, diagnostics, automated Smart Ops Dispatch and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in‑class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing - all backed by the best service in the industry.

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.

• 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.

• 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.

• 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.

• 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…