Job Description

• Supervise the activities and performance of Service Technicians, providing technical support, expertise, leadership, and accountability for staff in the assigned geographic area or location.

Operational Management:

• Plan, organize, manage, schedule, and control all daily activities of assigned staff, ensuring adherence to schedules, task orders, contract execution, and cost estimates.

Collaboration and Communication:

• Liaise with all departments on related departmental activities, providing first-line support and guidance for technical staff.

• Communicate management directives to staff and ensure compliance in areas such as time reporting and field documentation.

Customer Satisfaction:

• Follow up on customer satisfaction issues, drive resolutions, and engage company resources to address customer concerns within the contract scope.

• Maintain effective customer communications and ensure contractual obligations are fulfilled.

Performance Management:

• Establish goals and development plans for all direct reports.

• Evaluate employee performance.

• Ensure fair and effective performance measures are assigned, motivating employees to achieve or exceed goals.

Qualifications

• Minimum of five (5) years of management experience in B2C.

• Proficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word).

• Ability to establish and maintain effective working relationships with internal and external customers.

• Detail-oriented, organized, with strong planning and reporting skills.

• Excellent oral and written communication, and follow-up skills.

• Strong analytical and decision-making abilities.

• Self-motivated with the ability to motivate and influence others.

• Ability to manipulate, navigate, and utilize electronic web-based service tools.