Field Services Supervisor

Description

Field Services Supervisor

The Field Services Supervisor is responsible for overall management of our 1099 Technicians to achieve customer satisfaction. This individual must interpret Triage Partners, LLC policies, purposes, and goals of the organization to subordinates, and be competent to perform a variety of highly skilled technical work in the installation, maintenance, and repair of service installs.

This position is expected to exercise considerable initiative and judgment in planning and organizing work, take a leading role in carrying out the work process, and modifying plans to meet unexpected situations and deal with associated problems. Responsibilities include motivating, instructing, directing, and inspecting work of team members.

Specific duties include :

• Must comply with project metric / objectives around Service Installation Root Cause Analysis (RCA)
• Maintain Teams Production to meet or exceed company standards.
• Comply with company follow-up process and maintain good working relationship with in-house management.
• Must acknowledge escalations within 2 hours and resolve before 48 hours.
• Must reduce referral metric by allocating all jobs to follow up process.
• Must comply with EOD Policy and procedure.
• Required to provide a daily RCA report for Technician’s noncompliance to customer operations group and Triage Partners, LLC Field Services Area Manager.
• Required to report call outs, missed tech time, and other discrepancies daily.
• Must acknowledge Customer Complaint within 24 hours of report.
• Responsible for reviewing and authorizing hourly timesheets for non-exempt team members weekly.
• Review daily production management reports, warehouse, and meeting times in Paylocity and must be approved daily.
• Perform a minimum of five (5) quality field inspections per week.  Required to track all quality field inspections performed and submit on the SharePoint inspection site weekly.
• Must perform one (1) safety and inventory truck inspection per Field Service Technician per month.
• Provides Field Training feedback to improve quality inefficiencies.
• Complete required reports for accidents, injuries, and / or damage claims for Technicians in the field.
• Ensure training and safety requirements are met per Triage Partners Safety Policy, OSHA Regulations, and State Safety Requirements.
• Must review monthly quality performance report cards with team members monthly.

Qualifications and Requirements :

Technical Skills :

Skills and Abilities :

Work Environment / Physical Requirements :

In this position, some travel required and may require driving for long periods of time to remote locations. You may be sitting for extended periods of time, and also able to work long hours and up to six days a week as needed.