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Summary of duties and responsibilities
The scope of the Install / Service Supervisor Role is responsible for scheduling for the day-to-day activities of the install & service department including overseeing and directing technicians. Work to improve operational efficiency. Provide superior customer service to new and existing customers. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. All services must meet the highest quality standards set forth by American Alarm while assuring a professional and safe working environment. Must be able to communicate effectively with all staff and external customers.
Duties include but are not limited to the following:
- Responsible for direct supervision of service and installation staff, as well as the office team.
- Prepares work schedules, expedites workflow, and determines work procedures. Ensuring service and installation teams are properly staffed to cover vacations and absenteeism.
- Reports Operational Metrics to Regional Operations Manager for further review & performance assessment. Recommend operational improvements based on metrics and staffing.
- Ensures on-call coverage.
- Manage day-to-day needs of staff including direction, praise, motivation, and discipline.
- Monitors SROs to ensure that customers' needs are serviced promptly and professionally. Observe employees’ demeanor, technical accuracy, and conformity to company policy.
- Recommends corrective actions to adjust processes regarding customer complaints.
- Delegates work assignments; matches the responsibility to the person; gives authority to work independently; sets expectations and monitors delegated activities and provides recognition for results.
- Responsible for employment training, and disciplinary action; prepares performance reviews, and gives final recommendations to HR and the Regional Operations Manager for PIP or corrective disciplinary actions.
- Maintain records of all SROs, Incidents and provide accurate, detailed, and timely paperwork and reports to management.
- Works closely with the teams to manage customer expectations and efficient workdays for the technicians.
- Approves time cards and oversees the assignment of overtime for technical teams.
- Responsible for the review of all service SROs to ensure that subscribers are properly billed for all chargeable service calls.
- Responsible for the identification and resolution of troublesome accounts.
- Build and maintain working relations with the sales staff.
- Responsible for providing superior customer support to Key Accounts.
- Assist in formulating policies, procedures, and guidelines that would further the growth, development, and professionalism of the branch with a goal of superior customer service and satisfaction.
- Ensures compliance with local police and fire departments, and regulatory agencies.
- Answer technical questions for the office team so they can better support the needs of the tech team and customers.
- Complete quotes for deficiencies reported via NFPA Inspections.
- Research and obtain information on position-specific training opportunities.
- Regular attendance must be maintained.
- Other job duties as assigned.
