Customer Service Supervisor

About the role

Carrier is hiring a Customer Service Supervisor who supervises field service technicians and manages their day-to-day priorities. The role solves client issues received by the team, optimizes manpower and resources, responds to customer complaints and escalates key issues to senior management.

Key responsibilities

• Forecast, monitor and document financial performance against plan, including P&L experience on managing accounts and reporting progress and gaps at team level.
• Optimize the use of manpower, standard time, equipment and energy of the team, and manage the team according to established programs and objectives.
• Build good relationships with customers.
• Recruit, interview, hire and train technicians as needed to meet workload and company or customer expectations.
• Manage a team of direct-report service technicians and subcontractors.
• Ensure adoption of tools in daily operations such as Salesforce, ServiceMax, SAP, Digital, Tech Quoting and the SA renewal bot.
• Own KPIs such as productivity, field expenses, service agreement/service repair revenue and conversion rate, contract margins, PM completion percentage and connected assets targets at team level.

Required profile

• Diploma or degree in Mechanical Engineering with at least 5 years of relevant service experience.
• Experience in the HVAC or manufacturing industry is an advantage.
• Team management experience is a must.
• P&L knowledge is a must.
• Pleasant personality, good attitude and good communication, plus good stakeholder management skills.

Required skills

• SAP and Salesforce familiarity is an advantage.