Service Specialist Supervisor

1.     Coordinating and scheduling of Service Specialists.  Properly align specialists to service tasks according to specialist’s skill set.  Verify that appropriate individual licensing and/or certifications are in place.

2.     Responsible for maintaining high level of quality and safety assurance.  Field checks include inspecting work quality and methods and ensuring adherence to safety programs/standards.

3.     Provide training and development planning and implementation for Specialists.  Deliver technical training as well as soft skills.

4.     Supervise Service Specialists, and/or other team members.  Recruit and hire colleagues as required.  May perform managerial responsibilities including but not limited to:  mentoring, coaching and developing colleagues; performance management; planning, assigning and directing work; and service related budgets.

5.     First level of technical support coordination for Specialists. 

6.     Provide high level field support for urgent or troubled work orders/CSP’s.  May perform some specialist tasks for specific work orders/CSP’s.

7.     Ensure processes and standards involving Specialists are properly implemented.   This includes scheduling, iCare use, troubleshooting, customer satisfaction, timesheets (completed and approved on time), JHA's, etc. 

8.     Responsible for instilling a safety-conscious culture within the team.  Ensure all relevant and required safety training and safety certificates have been obtained (e.g. safety cards for a particular jurisdiction, CPR, First Aid, OSHA certifications, etc.)  May coordinate with other colleagues and/or leaders in order to achieve full safety compliance.

9.     Ensure Specialists have proper tools and equipment and that they are maintained properly. This includes field/hand tools, as well as cell phones, vehicles, etc.

10.  Participate in internal CSP review meetings and service turnover meetings.

11.  Proactively coordinate and communicate with Operations Managers, Service Managers, Sales Executives and other CTC / CDC resources as required to support customer satisfaction and the overall financial success of the service business.

12.  Perform other duties and responsibilities as requested or required.