Field Service Supervisor
Location: Owings Mills, MD
Type: Full Time

Job Summary: 

The Field Service Supervisor is responsible for coaching, counseling, and developing a team of Centric service personnel. Additionally, is responsible for meeting and exceeding team productivity and performance standards while maintaining a high degree of customer satisfaction.

Essential Functions:

  • Provide a high level of operational and managerial support to the Regional Service Manager
  • Set realistic performance expectations measured against industry benchmarks
  • Recommend technical training, provides problem resolution and assistance to internal and external customers
  • Responsible for all activities associated with the members of their service team including:
    • Skill Development
    • Attendance and Punctuality
    • Attainment of Service Performance Benchmarks 
    • Achievement of Centric Response Time expectations
    • Call Escalation resolution (In-field and alert based) 
    • Shop Repairs & Loaners 
    • Manufacturer Support 
    • Training
    • Quality Assurance Inspection Audits (QAI)
    • Employee ride-alongs
    • Adherence and enforcement of Policies and Procedures
  • Process team payroll on a bi-weekly basis
  • Ensure all team members have the proper support materials and tools (i.e. laptop, phone, service manuals, etc.)
  • Authorize overtime as needed
  • Communicate all technical fixes, or new technical publications, to the team as they become available.
  • Ensure that all daily, weekly, and monthly supervisory tasks are completed in accordance with the Field Service Supervisor Tasks and Goals Guide
  • Maintain productive, professional relationship with all Centric personnel
  • Ensure overall high level of customer satisfaction with both internal and external customers
  • Perform other duties as assigned

        Provides Employee Training and Development:

  • Write and conduct Annual Reviews
  • Communicate results compared to established employee expectations on a regular basis and take corrective actions as warranted
  • Provide a positive influence/champion within the team/organization
  • Proactively seeks ways to support continuous improvement
  • Embody the Centric Way

      Effective Territory and Parts Manager:

  • Review call activity every morning
  • Update territory quarterly to balance service call workloads
  • Work closely with sales department to maximize base growth opportunities
  • Perform minimum required inventories per team member per year
  • Closely monitor all parts usage and provides approval on parts above authorized spending levels
  • Work with Parts Department to ensure all team members have the correct car stock levels
  • Ensure warranty parts are being properly returned (with all required documentation) to Parts Department
  • Complete all required administrative tasks in an accurate and timely manner

Required Qualifications:

  • A.S.  Degree in Business Management or 5+ years relative industry experience
  • Has demonstrated outstanding leadership and decision-making skills
  • Requires a valid state driver’s license and minimum level of auto insurance coverage per Centric policy for positions entailing extensive use of personal car while on company business

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