Service Supervisor - Advance
Baltimore, MD Not Available
About the Job
Description
Flex Technology Group (FlexTG) is the nation’s largest and most respected Managed Print Solutions provider. For over 15 years, we’ve delivered high-value, fully integrated document technology programs to businesses of all sizes. Operating in all 50 states, as well as Canada and Puerto Rico, FlexTG offers unparalleled service and solutions to medium and large enterprises across industries.
We are looking for a Service Supervisor to join our dynamic team. This individual will play a critical role in delivering exceptional customer experiences while managing a territory, supporting product escalations, and providing technical guidance to field technicians.
Position Summary
As a Service Supervisor, you will serve as the technical and leadership backbone for your team, ensuring optimal performance and customer satisfaction. You will oversee team productivity, provide coaching, and manage escalations while fostering an environment of growth and collaboration.
As a Service Supervisor, you will serve as the technical and leadership backbone for your team, ensuring optimal performance and customer satisfaction. You will oversee team productivity, provide coaching, and manage escalations while fostering an environment of growth and collaboration.
Key Responsibilities
- Oversee technician time sheets, authorize overtime, and ensure accurate time management.
- Conduct regular performance reviews, implement improvement plans, and facilitate training.
- Monitor team productivity and progress throughout the workday to ensure goals are met.
- Authorize parts-related expenses, track parts usage, and manage warranty claims.
- Conduct site visits to verify adherence to technical procedures and customer service standards.
- Respond to escalated service calls and coach technicians on troubleshooting best practices.
- Collaborate with sales teams to resolve customer concerns, recommend upgrades, and provide updates on issue resolution.
- Manage technician schedules, territories, and resources to optimize team effectiveness.
- Maintain shared calendars for PTO, training schedules, and fleet installations.
- Provide rewards and recognition to reinforce excellent performance.
- Oversee loaner equipment and ensure proper management of salvage efforts.
- Conduct new employee onboarding, training, and mentorship programs.
- Ensure compliance with company policies and escalate unresolved issues to the District Service Manager.
Administrative Duties
- Own and report escalation resolutions.
- Submit accurate payroll punches, mileage expenses, PTO requests, and dispatch call closures.
Required Qualifications
- High school diploma or equivalent.
- Certification and training on a manufacturer’s full line of devices.
- Valid driver’s license with a clean driving record.
- Reliable transportation (unless a company vehicle is provided).
- Full understanding of network connectivity for print and scan features.
- Background in electro-mechanical troubleshooting.
- Proven ability to independently service and troubleshoot business equipment.
- Experience providing field training and mentorship to team members.
Preferred Qualifications
- Associate degree in Electronic or Mechanical Engineering.
Flex Technology Group provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training.
Source : Advance