Customer Service Supervisor

Role Responsibilities:

• Forecast, monitor and document financial performance against plan· 
• PNL experience on managing accounts and reporting progress and gap at team level·      
• Optimizes the usage of manpower, standard time, equipment, and energy of team.
• Manages team according to established programs and objectives
• Engagement with customer and establishes good relationship
• Recruit, interview, hire and train technicians as required to meet workload demands, and company or customer expectations and requirements
• Manage a team of service technicians direct reports and subcontractors
• Ensure adoption of tools by team in daily operations such as Salesforce, ServiceMax, SAP, Digital, Tech Quoting, SA renewal bot
• Responsible for KPIs such as productivity, field expenses, Service agreements/Service repairs revenue/conversion rate, contract margins, PM completion%, connected assets targets at team-level

Role Purpose:

• Supervises Field Service Technicians, managing day-to-day priorities, solving client issues received by the team. Optimizes manpower and resources, responds to complaints of customers, and escalates key issues to senior management.

Minimum Requirements:

• Diploma/Degree in Mechanical Engineering with minimum 5 years of relevant service experience.
• Experienced in HVAC/manufacturing industry is an advantage.
• Experienced in managing a team is a must.
• PNL knowledge is a must
• Pleasant personality, good attitude and good communication.
• Good stakeholder management skill.
• Familiar with SAP and Sale force system is an advantage.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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