Job Description

In this role, you will provide crucial secondary support to our field technicians, ensuring efficient management of training, supporting service managers with customer communications, and overall quality control processes. Your keen attention to detail, excellent communication skills, and ability to juggle multiple responsibilities will be key to maintaining our high standards and exceptional customer service.

Responsibilities:

Trainees/Trainers Management:

• Ensure new and existing employees receive proper and ongoing training to deliver quality service. Monitor all aspects of training from start to finish. Work hand in hand with team trainers to ensure all aspects of training are properly relayed. Report daily progress to the Service Manager.

Graduation/Truck Oversight:

• Supervise the graduation process and truck load-out for new Service Techs going solo, ensuring uniform compliance with load-out standards. Continued truck checks for the service team, and compliance with all safety vehicle safety procedures.

Customer Communications Support:

• Assist managing customer communications using Podium and HubSpot, ensuring timely and effective responses to customer inquiries and feedback. Service Managers will delegate communications day to day based on area of need.

Primary Technician Support:

• Offer guidance and expertise to field technicians via Slack, acting as a primary support channel. Monitor channels for any follow up requests, customer issues, etc. You are the technician's main point of contact in the office.

Manage/Monitor Field Leadership:

• Work with the team's field leadership (Lead Technicians and Trainers) on a daily basis to gather feedback from the field. Host a meeting with Lead Technicians on a weekly basis to finalize a correction plan that can be shared and implemented at weekly team meetings.

Weekly Meeting Content Creation:

• Work with the field leadership team (Lead Technicians & Trainer) to identify & communicate quality control findings with recommended actions for Service Manager to review, providing valuable insights for team meetings such as hands on training, visuals and troubleshooting.

Daily Quality Control (QC):

• Conduct daily quality control checks, including monitoring Pool Brain alerts and Slack channels, to ensure compliance with company standards. Complete daily route reviews, ensuring high levels of quality. Report technician issues to the Service Manager daily.

Second Line of Defense for Field QC/Customer issues/PTO Coverage:

• Address quality control issues as the second line of defense, enhancing service quality through additional oversight and guidance. Provide coverage during team members' leave periods to maintain smooth operations and service standards. Serve as the secondary contact for onsite customer issues in the field, providing support and resolutions to ensure customer satisfaction.

Qualifications:

• Minimum 1 year of experience as a Service Technician.
• At least 1 year of experience in a team lead, supervisor, or similar role.
• CPO Certification preferred.
• Strong communication and interpersonal skills for guiding and supporting field technicians.
• Detail-oriented with a commitment to high-quality standards.
• Ability to multitask and prioritize in a fast-paced environment.
• Excellent problem-solving and decision-making skills.
• Familiarity with quality control processes.
• Flexibility to cover team members' time off.

Benefits:

• Medical, Vision, and Dental Insurance
• Short and Long Term disability paid for by company
• Employee Assistance Programs for mental health and wellness
• Paid Time Off
• 10 Company Holidays
• Training and Development Opportunities
• Employee Purpose Plan

Schedule:

• In Office- At Branch Location
• 8:00 am- 5:00 pm Monday - Friday
• Occasional Saturday work

#PM25

Compensation details: 50000-60000 Yearly Salary

PI643863751a6c-30492-37866394

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