Service Specialist Supervisor

Service Specialist Supervisor

Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Service Specialist Supervisor to join our amazing culture. In this role, you will manage the Service Specialist team, including colleague development and performance management. Supervises Service Specialist for efficient work activities related to work order and CSP scheduling, inspection, troubleshooting, and repair. Ensures that services are executed within budget, on time, and with a high degree of customer satisfaction. Implements quality assurance, field-related safety practices, processes and standards within the Service Specialist Team. As a Service Specialist Supervisor, you are a part of a dynamic team that allows you to grow as Convergint grows.

With 20-years of proven growth and exceptional performance, our mission is to be our customer's best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you'll do with "Our Training and Your Experience"

• Convergint's greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping us grow Convergint by promoting our colleague-first culture and referring top talent to the Talent Acquisition Team and hiring managers.
• 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.
• 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.
• Provide training and development planning and implementation for Specialists. Deliver technical training as well as soft skills.
• 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.
• First level of technical support coordination for Specialists.
• Provide high level field support for urgent or troubled work orders/CSP's. May perform some specialist tasks for specific work orders/CSP's.
• 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.
• 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.
• 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.
• Participate in internal CSP review meetings and service turnover meetings.
• 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.
• Performs other duties and responsibilities as requested or required.

What You'll Need

• Customer Focus Maintaining awareness of and seeking to meet of the needs and wants of the customer.
• Excellent communication skills both oral and written.
• Leadership Orientation Actively seeks ways in which to act as a role model, guide, develop and mentor others within the Operations Department.
• Initiative Engages in proactive behavior and looks for new service opportunities.
• Adaptability Responds effectively to changes in situation or information.
• Strong financial analytical skills including cost control.
• Excellent Microsoft Outlook, Project, Excel, Word and Power Point skills.
• Strong team leadership, team building and facilitation skills.

Company Benefits

• 10 Company Holidays and Paid Time Off starting at 13 days annually
• Fun & Laughter Day Off
• Medical, Dental & Vision Plan
• Life insurance & Disability Plan
• Wellness Program
• 401K Matching Plan
• Colleague Assistance Program
• Tuition reimbursement
• Competitive salary and compensation plan
• Vehicle reimbursement plan or company vehicle
• Corporate Social Responsibility Day
• Cell phone reimbursement (if applicable)
• Paid parental leave

Requirements:

Education: College degree, trade school or equivalent experience

Minimum Experience: 5 years of previous, related field or field management

Preferred Experience:

• Experience in 1 or more of the following industries: electronic, fire alarm & life safety, building automation, and/or healthcare
• Previous service supervisory desirable

Convergint is an Equal Opportunity Employer.