Service Supervisor

Job Description

General Job Description:

This position is directly responsible for supervising the service technicians in this specific geographic area.  This person is also a primary contact for the customer personnel when either the route mechanic or service sales person is not available.  This position is the technical backup for both the route mechanic and Service Sales Personnel on accounts in this geographic area. On repair, replacement, or installation jobs performed by Service Department personnel, this individual is responsible for completing the work on time and protecting the Company’s financial interest.  This position is responsible for conducting and documenting periodic safety meetings with the area field personnel and monitoring jobsite conditions to assure that safe working procedures are always employed.

Supervises:

Journeymen, Apprentices, and Trainees. 

Position Requirements (Skills, Work Experience, Education, Certifications, Licenses, etc.):

• High school diploma, Certificate of G.E.D, or certificate of completion in an apprenticeship program in HVAC & refrigeration, or similar trade or technical program completion.
• 10+ years of experience in HVAC-R mechanical service and repair.
• 3+ years of Journeyman experience with HVAC-R mechanical service and repair.
• Good written and oral communication skills.
• Strong technical and troubleshooting skills.
• Strong track record of successfully interacting with customers.
• Ability to utilize a personal computer.
• Willingness and ability to attend ACCO and Union training sessions (signatory sponsorship will be provided to non-signatory applicants hired for the position).
• Ability to lift and carry materials ranging from 11-25 lbs. up to 33% of the time.
• Valid (non-commercial) driver’s license with MVR that meets ACCO’s risk insurance standards.

• Review and follow up on mechanics’ work orders and tool purchases
• Answer technical questions from field mechanics and Service Sales personnel
• Balance workloads in the area’s routes to keep appropriate skill levels on jobs as needed
• Manage “on call” staffing and vacation requests to assure the Company fulfills its contractual obligations
• Serve as backup for on call and weekend staffing shortages 
• Perform periodic quality control inspections at customer locations
• Interface and cooperate with System Operations to assure the Company’s contractual obligations for project completion and warranty are fulfilled
• Optimize labor productivity by collaborating and resource sharing with other area Supervisors in FSG, Sunbelt Controls, and System Operations.
• Monitor productivity for area employees by approving all non-billable labor
• Monitor and manage the “Weighted Average Cost” of the technicians in this area to maximize the Company’s return without comprising the quality of the service provided 
• Hold monthly safety meetings and enforce safety guidelines and procedures
• Conduct Site Safety Inspections (SSI’s) for customer locations in your geographical area
• Counsel technicians when either Customer relations issues arise or internal Company procedures have not been followed
• Assist Dispatch in meeting the Company’s response time promise to customers 
• Maintain and safeguard the area special/large tool inventory
• Other special projects may arise periodically
• Executes QA/QC protocols and QC field installation.
• Responsible for implementing Safety Department protocols by reviewing and discussing required safety documents with the field personnel to ensure work is being performed in a safe manner.
• Mentor, train and develop future supervisors (succession planning) to meet current and future business needs.
• Coordinates and communicates effectively with different departments within ACCO.
• Adhere to and promote ACCO company policies and procedures.
• Instill a culture of accountability, integrity, ethics, and respect within the department
• Other tasks and duties as assigned by supervisor and/or upper management.

• Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level/position and with minimal supervision.
• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Insight: The ability to gather and make sense of information that suggests new possibilities.
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to organizations’ short- and long-term business strategy.  On a personal level has independently developed a vision for short- and long-term career success.
• Motivation / Dedication: Commits to excellence in pursuing unselfish goals.  Initiates action with collective goals takes responsibility, and shows personal humility.
• Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feed, back; demonstrating an openness to learning and change.
• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.

Additional Competencies Areas Needed:

• Numeric and Verbal Reasoning Skills
• Persuading & Influencing
• Adaptability & Flexibility
• Commercial/Business Acumen
• Analyzing & Interpreting 

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• While performing the duties of this job, the employee is regularly required to sit, stand, use hands to operate equipment (i.e. tools, computer, keyboard and cell phone, talk and hear).
• The employee frequently is required to reach with hands and arms above shoulder height to access equipment.  The employee is occasionally required to stand, walk, climb or balance and stoop, kneel, crouch, or crawl (for purposes of accessing equipment in need of repair).
• Specific vision abilities required by this job include close vision and distance vision. 
• The employee must occasionally lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. 
• Ability to climb up and down ladders as needed
• Regular and routine attendance 

Hours: Typical hours are Monday to Friday, between the hours of 5:00 am to 4:30 pm, overtime as needed.

Travel: 0 -5% of the time to and from the primary office to regional branch offices.

Wages: This position is for signatory employees and wages will be in alignment with the current Collective Bargaining Agreements.