Description
Position Details :
Title: Service Support Supervisor
Location: NYC, NY (can live in the 5 boroughs or even Newark, NJ)
Shift: Day shift, typically M - F and weekend support as needed
Compensation: $80K - $90K base depending on experience and qualifications plus bonus
Benefits: Medical, dental, vision and 401K (with company match). A variety of career advancement opportunities across multiple locations. Paid Time Off and floating holidays. A positive work environment with a focus on safety and teamwork
Travel: Primarily local within the NYC region (company vehicle provided)
The Service Support Supervisor is a supervisory position that has the responsibility for leading, organizing and efficiently managing the Full Service Attendants and Service Field Technicians in the New York City market. This position will also work with the Service Manager to coordinate with the field service, engineering, information technology and customer service departments to effectively satisfy customer support requirements per contracts and service level agreements. The Service Support Supervisor will also be required to handle escalated service calls that the Field Service Technicians or Data Communication Technicians need help resolving. As such, the position requires the ability to successfully, analyze, test, troubleshoot, repair/replace, and rebuild all mechanical, electrical and data communication components within a reverse vending machine.
Responsibilities:
Supervisory/Managerial
Oversee day to day supervision of Full-Service Attendants including creating monthly schedules
Support Field Service Manager with assigning and following up on daily tasks to Field Service Techs
Communicate with management regarding potential engineering changes to improve quality of the machines, as well as the customer experience
Instruct and train technicians on company equipment and procedures
Conduct regular inventory counts of Field Service Technician's company vans
Administer and ensure compliance with company procedures as well as Metro NY policy and procedures
Maintain excellent working relationships with customers in order to provide technical training and assistance, as well as resolving issues in a productive and timely fashion
Mechanical/Electrical/ Data Communication:
Analyze, diagnose and repair technical and mechanical issues
Trouble shoot and repair conveyor equipment and components
Repair/Replace: sorting units, compactors, safety switches, drives, gears, pulleys,
Troubleshoot and replace electric circuits and systems which include: motors, fuses, circuit breakers, sensing switches, control wiring, transformers, etc.
Install, configure, and test ancillary data equipment supporting the operation of reverse vending machines at customer locations.
Analyze and resolve data communication equipment
Previous experience using chain falls, coma longs, hoists, lift carts, to safely move equipment and parts for installation or replacement
Employee is required to use hands and associated tools, to assemble, disassemble and repair mechanical components and RVM machinery
Qualifications:
Associate Degree or Certificate Program in Data Communication/Electronic Technology, Computer Science or equivalent trade experience
5-7 Years' experience in electromechanical field service or equivalent
1-3 Years' experience leading/ managing a team of remote workers
Previous exposure to manufacturing/ inventory control principles