Field Supervisor

ASSA ABLOY Entrance Systems, Pedestrian Door Solutions, an international manufacturer of automated doors, is seeking candidates for a Field Service Supervisor position, responsible to Supervise, assist and direct assigned service technicians on various work tasks with a focus on customer service.

ASSA ABLOY Entrance Systems is a leading supplier of entrance automation solutions for efficient flow of goods and people. We offer complete pedestrian, industrial and high-performance door solutions. We provide a wide number of products and services to a global clientele in more than 100 countries. ASSA ABLOY Entrance Systems is a division within ASSA ABLOY.

Description of Essential Field Service Supervisor Duties: 

1. Responsible for the day to day needs of you assigned group of Service Technicians.
2. Supervise, assistance and direct assigned technicians on various work tasks covered under the service technician responsibilities to ensure the following:
   1. Customer needs are met
   2. Company operational tasks are fulfilled
   3. Service KPI’s are regularly communicated and followed.
   4. Service technician training is accomplished
   5. Compliance on processes, procedures, guidelines and safety are being correctly followed by technicians.
   6. Communicate with the Dispatch department to oversee and support the new/beginner technicians for continual training opportunities.
   7. Daily communication with dispatch on best scheduling strategy to start the day and wrap up at the end of business to plan for the following day.
3. Continually supports and reinforces overall company and department goals, direction, process compliance and results for team members, so as to achieve and support desired territory and department results
4. Develop team on leveraging “best practices” to deliver exceptional customer service.
5. Enforce and encourage all technicians to follow the AAADM organization and the ANSI standards which govern the safety protocols of the Automatic door industry.
6. Performs regular inspections of tools, vehicles, inventory requirements, diagnostic equipment to meet territory service requirements. Items that do not meet quality standards are addressed and corrected as needed to meet company expectations.
7. Provide product training and technical product support to team.
8. Train team on proper safety practices and monitor compliance with safety policies related to injury and vehicle safety.
9. Works with other Field Service Supervisor to build a strong professional field team that is consistent  throughout District
10. Continually searches for and identifies opportunities for add-on service-related revenue to grow and expand the District Service business, such as; upgrades, modifications, service contracts and new equipment sales. Works with assigned technicians and sales to help drive new revenue, retention and business opportunities within territory.
11. Responsible for the following; interview process, boarding and setup of new technicians, product & technical training for new technicians and provide ongoing support and training for experienced technicians to improve “gaps” within competence, process compliance and improve key performance in territory.
12. Supervise new hirer on the following setup; required tools, spare part to support territory, required supplies, service documentation, parts manual, special diagnostic tools, safety equipment, tablet use, service delivery process etc.
13. Responsible for all scheduled company evaluation of assigned technicians. Supports, nurtures, and provides reinforcement for team members who wish to expand their job skills, roles, or jurisdiction to develop and maximize their potential
14. Provide “real-time” feedback to manager related to individual performance on the following;
    1. New Hirer Assessment
    2. Technician Accomplishments
    3. Representing Our Brand
    4. Serving The Customer
    5. Required Improvements
    6. Management Of Company Assets
    7. Brand Representation
    8. Truck Management
    9. Performance Reviews
    10. Overall Performance in the Field.
15. Continue to follow and enforce the job description and tasks of the Service technician.

Professional Qualities: Must be customer oriented and entrepreneurial in nature. He/she must approach the position as a total service provider, whose goal is to ensure customer satisfaction and retention to the highest degree, while supporting district business initiatives. The individual must possess a broad scope of the role he/she plays in ensuring the on-going success of the business, supporting team and accounts under his/her direct influence, and be willing to conduct service business in a professional manner that reflects team member investment, commitment, and "ownership" over the customer base and the business itself.

Required Skills: Strong technical product knowledge to service and trouble-shoot problems                       on all automatic, manual and revolver doors. To perform service in accordance with national standards (diagnose, repair and preventative maintenance). Must be people-oriented and reflect enthusiastic, professional, highly-respectable demeanour to facilitate supervision, coaching and guidance to field service technicians under the direction of the service manager for supporting department, company business requirements and service excellence. Excellent written, verbal and pro-active follow up/through communications are required.
 

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.