CASY-MSCCN Jobs

Description SUCCESS AT WESTERN STATES: Western State's culture is based on passion for our Vision, Mission, and VALUES. We are fiercely committed to SAFETY and sending every employee, safely home, every day. We strive for EXCELLENCE in all we do and are proud to be a "play to win" organization. We act with INTEGRITY in each and every decision we make. Our People and TEAMWORK drive a fun and engaging culture. We are ACCOUNTABLE as individuals and as an organization. JOB DETAILS: (Detailed Job Posting) The Field Service Supervisor manages the customer repair process for Worksite Solutions and is comprised of the oversight, management and coordination of service work in the assigned territory and is the primary customer contact through the life of the repair. This includes all customer correspondence and documentation related to the repair from inquiry to invoice/follow-up. This role is also responsible for the growth and development of its assigned technicians. The purpose for this role is to ensure the highest levels of customer service possible are provided through constant communication with the technicians, support functions, and the customer. The Field Service Supervisor will be intimate with each repair and will work closely with the Field Technicians to create and maintain the work order including story writing, segment creation, warranty/policy issues, etc. ESSENTIAL FUNCTIONS: Safety Actively cares, promotes, manages, and advocates safety at Western States. As a leader and team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures and standards. Maintains clean/clutter free personal work areas to ensure safe environments for all WSECO employees. Adhering to required personal protective equipment (PPE) as identified in safety policy. Supervisory, Sales and Customer Service Functions Supervises employees. Performs annual performance reviews, oversees the development and administration of employee development plans and recommends compensation increases. Administers discipline; has authority to hire employees. Completes assigned technician's annual performance appraisals on or before their anniversary dates. Functions as primary point of contact for customers seeking service work. Answers and directs incoming Service calls. Performs all sales functions (quotes, estimates, bids, etc.) for incoming phone calls and walk-in customers needing service work. Qualifies the repair needs with the customer and collects the necessary information needed to accurately create a quote or estimate of repair. Works closely with the sales team to provide install times and quotes, as well as helping scope large projects. Meets typical annual target of 24% PAD (may vary year over year) for annual profitability of the team and the store. Manages expenses including shop/field assets such as shop supplies, small tools, and environmental needs. Works with field technicians to gain customer consent for quoted or estimated work prior to the repair. Meets final repair performance versus quoted amounts expectations of on or under quote. Communicates technology repair/install status, verbally and in writing (if necessary), to the Worksite Solutions Coordinator, Application Specialist and or customer. Software, Warranty and Repair Process Uses respective systems Monday.com, Jira, Trello, TSC, DSN to monitor and maintain all aspects of the repair or customer support case in assigned area of responsibility. Monitors work in progress to ensure promise date adherence for the customer. Informs Worksite Solutions Coordinator/Application Specialist and or customer of changes or updates needed to the promise date or scope of work. Adheres to 100% promise date delivery of repair. Evaluates all Warranty, Policy, and Service