Field Service Supervisor

Job Title: Field Service Supervisor

Location: Remote Massachusetts - Remote Anywhere

Company: Munters Corporation

About US: Munters is a global leader in climate solutions for mission-critical processes. We offer innovative, efficient and sustainable solutions for customers in industries where controlling indoor humidity, temperature and energy efficiency is mission critical. Climate control systems often account for a large percentage of energy consumption in many of our customers’ operations. With an optimal climate system, we can help them to more efficiently use energy or water resources and thereby reduce their climate and environmental impact. Sustainability is an important part of Munters’ business strategy and value creation. We pride ourselves on fostering a dynamic and inclusive work environment where interns are valued members of the team and are given meaningful projects to work on.

Duties and Responsibilities: The Field Service Supervisor is responsible for providing exceptional leadership for the field service team within their assigned service territory. The Field Service Supervisor will also be the primary contact for all customer escalations within assigned service territory. The team of field service personnel are responsible for performing on-site routine services including installation, maintenance, and repair. The Field Service Supervisor is responsible for growing the revenue in the territory and delivering service that meets the regions profitability goals.

In addition, the Field Service Supervisor will develop and grow all Service delivery quality and capability:

• 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

Requirements:

Bachelor’s Degree in a business concentration plus years of commercial HVAC maintenance experience to commercial, industrial, and institutional facilities in addition to the following:

• 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
• Previous experience working in a fast-paced service operation, scheduling or dispatching strongly preferred
• Previous management or team lead experience Leadership (if applicable) Use leadership competencies in the PDA
• 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 Physical Requirements:
• 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

Benefits:

• Competitive Salary
• Comprehensive health, dental, and vision insurance plans
• Flexible work schedule
• Generous vacation and paid time off
• 401K retirement savings plan with employer matching
• Professional development opportunities, including tuition reimbursement, and conference attendance
• Company-sponsored social events and team-building activities
• State-of-the-art equipment and tools to support your work

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All offers are contingent on a pre-employment drug test and background check, as applicable for the position.