For over 20 years, Goodman has provided precision services for the world’s largest media and tech companies by offering residential and commercial field service support and program management for regional and national installation and maintenance programs for network operators, e-retailers and electronics manufacturers.

Job Summary:

This salaried supervisory position reports directly to the Site Manager and is responsible for managing the daily activities and performance of assigned Delivery Service Technicians, ensuring Goodman Solutions performance goals and metrics are met, and maintaining quality assurance standards. The Delivery Services Technician Supervisor will supervise and manage all aspects of operations in the field, with focus on quality, metric improvement, hiring, and training. The supervisor position is expected to perform a physical morning stand-up meeting with the direct reports at a Goodman or Customer facility, oversee technician or driver rosters, ensure route completion, and manage performance within their team. Goodman will be performing routes and customer service appointment(s) as a Delivery Service Provider and the supervisor will oversee the Delivery Associates’ performance daily.

Essential and Primary Functions:

• Direct and daily management between two and twenty field services technicians and other field services workers.
• Support the recruiting efforts, interview, and hire delivery services technicians.
• Ensure operational efficiency in the field.
• Conduct quality assurance audits, including random or targeted audits of delivery services technicians.
• Develop and implement training modules in coordination with the Training Department.
• Manage performance, counsel, discipline, and terminate field service technicians in accordance with company policies and procedures.
• Handle, investigate, and resolve employee grievances and complaints in cooperation with Human Resources and Legal.
• Evaluate technician performance and productivity, complete and administer employee reviews.
• Plan routes, work assignment and allocate resources to effectively staff and meet productivity and quality goals.
• Communicate regularly with the Site Manager, other managers, and executives concerning standards and goals; develop and implement strategy for meeting same.
• Actively assist in the development of delivery service technicians for promotion to field services supervisor roles.
• Make recommendations to the Site Manager as to the advancement, promotion, or other status of each field services technician.
• Provide input and adjust hours of work, approve employee timecards and expense reports.
• Schedule and assign employees to daily tasks.
• Develop new techniques for field services based on technical developments.
• Assist in investigating and making settlement recommendations for alleged technician-caused damage claims.
• Report and investigate in cooperation with Human Resources and Legal all technician-related incidents, and partner and coordinate with the Safety Team on safety-related investigations, when applicable.
• Participate in the administration of the site’s budget and monitor site expenditures.
• Conduct equipment inspections, including vehicle inspections.
• Recommend compensation actions.
• Act as liaison between customer and end customer to ensure customer satisfaction and other metrics are met. 

Other Functions:

• Audit and inspection duties may include performing corrective customer services when necessary.
• Ensure the most economical and best practices are utilized.
• Natural ability to immediately respond to urgent questions, establish priorities, and delegate tasks as necessary.
• Must have a VERY STRONG work ethic, and the desire to deliver excellent customer service.
• Must communicate well with other Goodman departments.

Recommended Minimum Job Requirements:

• HS diploma or GED, college degree or military equivalent preferred.
• At least 12 months experience in field services.

Recommended Knowledge, Skills and Abilities:

• Current and continued high performance of field work.
• Must have strong organizational, written, and oral communication skills.
• Team-oriented and inclusive.
• Ability to manage priorities and multiple tasks simultaneously.
• Must have computer skills, including experience with Windows based PCs and a solid working knowledge of Microsoft Excel, and other cloud-based Power BI software.
• Knowledge of industry safety practices and OSHA compliance techniques are required.

Physical Demands:

• Must be willing to travel locally and work from the field in order to properly supervise field personnel.
• Comfortable working outdoors in all types of weather throughout the year.

Benefits

• Competitive pay for all team members
• Medical, dental, and vision benefits available on the first day of the month following 30 days of employment
• 401(k) Retirement plan with company matching
• Health Saving Account or Flexible Spending Account
• Company Provided Short Term and Long-Term Disability
• Company Provided Basic Life and AD&D
• Employee Assistance Program
• Paid Time Off
• Holiday Pay
• Legal and Identity Services
• Pet Insurance
• Paid Training
• Employee referral bonuses

Goodman Solutions considers applicants for all positions without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.