Job Postings
Service Supervisor
ESSENTIAL FUNCTIONS:
Manages the coordination, deployment, and performance of field service technicians, including oversight of service calls, troubleshooting, site visits, warranty administration, and order processing.- Communicates with customers via Yamato help desk telephone system or email. Assists in troubleshooting and resolving escalations to maintain a high level of customer satisfaction.
- Establishes and drives performance standards for field technician service providers, while monitoring, reviewing, and analyzing their capabilities within the regions.
- Collaborates with field service technicians to ensure timely resolution of service tickets, and minimal touchpoints.
- Sends estimated service quotes to customers. Receives purchase orders from customers and assigns technicians to jobs.
- Gathers and review information from service technician’s reports for customer invoices.
- Prepares equipment PO’s, installation and parts lists, and vendor required items as well as to coordinate shipments and installations to customer sites.
- Coordinates and schedules customer training sessions and product demonstrations, either on-site at the customer’s facility or at the Yamato facility.
- Communicates with sales staff regarding new scale purchases. Provides service quotes for installations and/or customer training sold with a machine.
ADDITIONAL RESPONSIBILITIES: Trains and delegates tasks to other company field service technicians. Available to travel independently or with field service technicians to customers’ facilities for meetings and equipment repairs.
SUPERVISORY RESPONSIBILITIES: Yes
QUALIFICATIONS:
- Bachelor’s degree in electrical/mechanical engineering or five to seven years of experience in packaging machinery or similar industry.
- Minimum of two years of experience in managing or scheduling activities required.
- Excellent organizational and leadership skills with ability to lead by example.
- Excellent verbal and written communication skills, with strong analytical, critical thinking abilities.
- Proficient in Windows-based software, including Microsoft Excel, Outlook, and Word.
- Knowledge of basic accounting and finance principles.
- Maintains a valid driver’s license and must be insurable.
- Ability to climb ladders and platforms averaging 15 feet high.
- Ability to obtain and maintain forklift certification.
- Requires a passport to travel outside of the United States.
WORK ENVIRONMENT: Working in both indoor and outdoor environments with moderate to loud noise levels. Working in all weather conditions. Exposure to chemicals, mechanical and electrical hazards, and hazardous physical substances and fumes.
DISCLAIMER: The above is only a summary of the typical functions of this job. The responsibilities, tasks, and duties of this job may differ from those outlined in the description and that other duties, as assigned, might be part of this position.
