Service Technician Supervisor

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world's leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Provide guidance and leadership to the service and installation team for Water Tec in Tucson, AZ. The incumbent will be responsible for working closely with the Dispatch Manager and providing day-to-day leadership to the team which includes overseeing daily work, executing installations and ensuring a positive customer experience with each service call and install.

• Dispatch service technicians each morning based on the schedule
• Host daily staff meeting to review schedules and provide counsel on any questions from the team
• Review service and installation tickets with each technician
• Review previous day's tickets and prioritize follow-up items needed to address customer needs and return to dispatch manager
• Respond to emergency service line and dispatch on-call technicians as needed
• Manage fleet maintenance program for company owned vehicles
• Maintain safety standards program for service department
• Work with dispatch manager to answer and support customer service calls and scheduling
• Provide advanced technical and field service support to technicians and customers
• Work with team to provide more complex service and equipment quotes as needed
• Work with Sales Manager to ensure installations are feasible and scheduled appropriately
• Investigate customer complaints regarding quality or installation concerns
• Confer with production, quality assurance, and engineering to resolve customer complaints
• Oversee recordkeeping of high-profile claims, for which company is responsible
• Oversee the planning and facilitation of training and development of new service technicians
• Implement and ensure the service and installation teams are following best practices related to workspace cleanliness and organization.
• Responsible for inventory controls for service and installation vehicles
• Work with purchasing department to ensure proper stocking of supplies and materials needed to operate the service and installation team
• Other responsibilities as assigned

• BASIC QUALIFICIATIONS:

• Minimum of 5-7 years of water treatment industry or service management experience
• 3-5 years of experience leading a team
• Enthusiasm and motivation to work with a team and customers

• ADDITIONAL QUALIFICATIONS:

• Must be proficient in MS Office Suite (word, excel, outlook)
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• WQA professional certification a plus
• Plumbing license a plus

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.