Technical Services Supervisor 1st Shift

Job Description

Job Title: Technical Services Supervisor

Department: Technical Services & Support

Accountability: This position reports to the Technical Service Manager

Responsibilities:

Supervision: Supervise Technical Services employees, processes, and workflow requirements

Maintain Technical Services reporting to effectively capture, store, and report data necessary to monitor, manage, and maintain KPIs, goals and objectives

Maintain Technical Services Repair workflow by managing priority returns, monitoring warranty backlog, and ensuring all in-process returns are completed on-time

Maintain Repair workflow by monitoring requirements and performance

Supervise and support personnel

Facilitate training and development of personnel

Monitor/track customer returns: communication, turn-around time, reporting

Review/report monthly returns + revenue/cost summaries

Support maintenance of Power Management Products Service Inventory: repair parts, service stock, and refurb/demo units

Product/Customers: Support Havis products and customer application requirements

Provide first-level support to troubleshoot problems, identify potential contributors, and recommend resolution of reported issues

If needed: Escalate advanced technical support calls (engineering)

Facilitate customer returns process

Review customer claim form for completeness

Assess claim for required process (repair, replace, or credit)

Quote required payment for service (if applicable)

Obtain pre-payment for non-warranty returned units

Lead Advanced Warranty Replacements (ADW) and other service programs

Lead customer communication for all service activities

Warranty determinations and findings

Non-warranty disputes and/or adverse claims

Havis policy and process-related inquiries

Requirements:

Must have experience supervising people and service-related processes

Must have strong communication skills (verbal and written)

Must have experience interfacing with customers at all levels (and areas of expertise)

Must be able to work independently, make decisions, and manage priorities

Must be detail-oriented and results-driven while working through high-pressure, stressful situations (with urgency and on-demand deadlines)

Must have experience solving complex problems

Knowledge of mechanical assembly and production techniques

Strong knowledge of electrical/electronic principles and test methods

Hands-on experience with electrical/electronic/mechanical equipment repair

Knowledge of AC and DC power management products and applications

Effective computer skills, MS Office Suite, database utilization

Must be able to lift and move up to 50lbs on a regular basis

Visual requirements include close vision, color vision, depth perception and ability to focus

Physical accommodation will be made to enable individuals with disabilities to perform essential job functions

Work Environment – Shop Area:

Chemicals (See MSDS)

Dust

Noise

Protective Clothing and Equipment May be Required

Competitive pay commensurate with education, skills, and experience

Company Details:

Havis is the leading manufacturer of products designed for mobile workers. Our company has a legacy dating back over 75 years as a trusted manufacturer and provider of mission critical equipment with a focus on the customer. Our headquarters is located in Warminster, Pennsylvania with additional facilities in Ivyland, Pennsylvania, Plymouth, Michigan and a fourth location in Burnsville, MN. We design, engineer and build safe, reliable, ergonomically efficient products. We strive to exceed our own high standards and our customers’ expectations with flexible, integrated solutions. We pride ourselves in providing the finest quality products and services to our customers. We are committed to continually improving our products, our services and ourselves.

Havis, Inc. - Website:

Havis designs, manufactures and sells equipment for the mobile workforce

Headquartered in Warminster, PA with additional facilities in Ivyland, PA and Plymouth, MI

ISO 9001 Certified Quality Management System

Fast growing company in a niche but growing marketplace

Company offers Health, Dental, Vision and 401(k) Plan with matching contributions

100% Employer Paid STD, LTD and Life & ADD benefits

Generous Paid Time Off and Holiday benefits

Competitive pay commensurate with education, skills, and experience

Prepared By: Human Resources

Approved by: Technical Services Manager

1st Shift (6:00am-2:00pm)

Full-time