Bell and Howell · 1 month ago
District Service Supervisor
Hartford, CT
Full-time
Onsite
Mid, Senior Level
5+ years expBell and Howell is a technology-driven company that provides Automation Services and Solutions to optimize performance and improve customer experiences. The District Service Supervisor will manage a team of technicians, ensuring operational compliance and customer satisfaction while driving performance improvements and special projects.
HardwareInformation TechnologySoftware
Responsibilities
Ensure operational SLA compliance with assigned customers and technicians and direct tactical actions related to customers and monitor metrics on response time, down time, time between calls, and time to repair products. Evaluate data and make recommendations for improvements to better serve the customer. Serve as an escalation point for customer concerns
Manage an assigned team of technician through responsible recruiting, training, motivating, coaching and counseling. Work with district management team to determine the training needs for the district and ensure that programs are delivered to increase their skill base and technical proficiency
Ensure the day-to-day and week-to-week optimal utilization of people and technical resources through forecasting, planning and scheduling. Realign resources as needed to ensure customer satisfaction. Resolve any customer issues or complaints
Be responsible for operational performance of the team, including adherence to customer Service-Level Agreements (SLAs) and revenue recognition practices
Assess team effectiveness in providing service to customers by developing methods and mechanisms for tracking performance. Develop strategies and action plans to address deficiencies and improve efficiency and productivity
Support District growth requirements as needed under the direction of a District Service Manager or other service leader
Work with District Service Manager (DSM) to monitor operational metrics, completion of projects, and call closure
Oversee safety compliance of team and care for company property
Contribute to team efforts by accomplishing related results in a cooperative and supportive manner
Maintains availability by carrying a cell phone; responding to emergency and non-scheduled calls for support within established response time goals
Other duties as required
Qualification
Required
High School degree or equivalent
Degree in electronics, advanced mechanics and/or software training with 1+ year related industry/equipment experience or equivalent combination of education and experience
5+ years of field experience strongly preferred
1+ year of supervisory experience including accountability for employee performance preferred
Requires understanding of computer program functionality and software troubleshooting skills
Strong interpersonal/customer relation skills
Ability to effectively resolve conflict internally and externally
Ability to accomplish the described duties through appropriate hand, power, and testing tools/equipment
Ability to reason logically and make sound decisions along with considering alternative and diverse perspectives
Strong analytical, problem-solving, quantitative, and time management skills
Ability to communicate effectively both orally and in writing
Ability to understand, remember and follow verbal and written instructions
Ability to work as an integral part of a team
Ability to read and understand written procedures and diagrams for assembly and test
Ability to develop and implement solutions to assembly problem
Ability to maintain regular attendance and be punctual
This position requires regular travel in the United States and Canada
Requires reading, math, weighing and/or measuring, conducting research, analyzing, evaluating and drawing conclusions, implementing plans, procedures, solutions, coordinating others to accomplish a goal
Requires sitting and walking
Requires using hands to feel, reaching with hands and arms
Requires standing, talking and hearing
Requires close, distant, color, and peripheral vision; depth perception
Work is usually performed in a controlled office, manufacturing or retail environment; noise within acceptable safety levels; work is sometimes performed in cramped areas; heights up to sixteen (16) feet; paper dust prevalent; exposure to with cleaners and solvents used to clean machines
Requires lifting of up to fifty (50) pounds
Ability to travel regularly to visit customers and meet with employees and conduct occasional out of district travel
Preferred
5+ years of field experience strongly preferred
Associate degree preferred
1+ year of supervisory experience including accountability for employee performance preferred
Company
Bell and Howell
Bell and Howell is a provider of communication technology and data services to business clients.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$80MKey Investors
Bank of AmericaCrystal Financial
2018-12-04Acquired
2015-10-16Debt Financing· $25M
2011-07-07Debt Financing· $55M
Leadership Team
Haroon Abbu
Senior Vice President, Digital Technology & Data Analytics
Recent News
2024-04-14
Google Patent
2024-04-14
Google Patent
2024-04-14
Company data provided by crunchbase