What are the responsibilities and job description for the After Hours Technician Supervisor - Southeast Region position at GLORY?
Description
ROLE PURPOSE
The Afterhours Technician Supervisor (ATS) is responsible for coordinating and supervising approximately 40 - 50 on-call or after-hours shift Field Service Technicians (FST), within their individual assigned on-call work zones. The ATS is responsible for handling escalations from on-call or after-hours shift FSTs, approving and ordering parts from the after-hours parts warehouses, ensuring attendance and availability of all on-call or after-hours shift FSTs, as well as being a contact for customers receiving afterhours service and resolving their service issues. The ATS will not directly manage FSTs, but they will supervise each FST engaged in after-hours service activities while ensuring FSTs provide service to after-hours customers consistent with Glory’s high standards of service delivery.
The ATS will help Glory deliver world-class field services by leading and supervising our technicians, their workload, and availability, to ensure customer calls are completed in reasonable times, service level agreements are met, and customer satisfaction is high. This position will also focus on enabling employees to achieve success by partnering in their career development and job satisfaction. The Afterhours Technician Supervisor will report to a Regional Service Vice President (RSVP) based on coverage area. The ATS in this position will also work with the District Service Managers (DSMs) and RSVPs from other regions they are supporting and may have a dotted line manager of another RSVP depending on the support area. The ATS will work closely with the Key Account VP and on-call Service Account Managers.
The ideal candidate will live or be willing to relocate to VA, NC, SC, GA, FL, MS, AL, or Memphis, TN.
PAY RANGE:
The ideal candidate will live or be willing to relocate to VA, NC, SC, GA, FL, MS, AL, or Memphis, TN.
PAY RANGE:
- $70K - $75K annually
- Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility.
POSITION TYPE / EXPECTED WORK HOURS
- Full-time, salary position. Work hours will be after hours including evenings, overnight, and/or weekend shifts.
Key Responsibilities
- Responsible for creating an environment for the field technicians that is positive, motivating, and enjoyable place to work.
- Effectively monitor new service calls that are created after-hours and ensure FST response times are meeting the customer’s SLAs.
- Work closely with Service Account Managers (SAMs) to communicate gaps and delays in service availability to ensure customers receive timely information on service delivery status.
- Provide nightly feedback to DSMs to help improve the technical abilities, responsiveness, effectiveness, and customer service skills of on-call or after-hours shift technicians to facilitate the continued growth of the technicians in their role.
- Recommend additional training for individual on-call or after-hours technicians when gaps in technical abilities are identified.
- Works with FSTs who are scheduled for after-hours installations to provide immediate guidance on resolving issues to ensure installs go smoothly and do not require a return visit.
- Quickly escalate staffing and availability issues to the RSC, DSM, and RSVP when technicians call in sick. Add or change on-call assignments of technicians in OFSC.
- Assist with PM scheduling and ensuring technicians who are working a second shift or weekend shift are engaged in productive service calls or PM activities.
- Approve or deny MNX forward stocking location after-hours parts orders based on cost, availability, and business case. Communicate parts usage to DSM and RSVP and help dispatch team determine return visit times, dates, and assigned technicians.
- Help coordinate and manage service department projects that will be completed after-hours and/or weekends.
- Works closely with the Regional Service Coordinators to ensure adequate coverage for each service work zone.
- Team Leadership: coach, counsel, and train technicians on customer service skills based on feedback from the customer.
- Works closely with the technician’s DSM to draft corrective action plans when necessary.
- Company Policy Management: Possess knowledge of and administer company policies and procedures; ensure team members follow procedures and schedules.
- Effectively monitors technician productivity, overtime utilization, management dashboards, and parts usage to help reduce costs for the region.
- Customer Satisfaction and Retention: maintain a proactive retention plan and complaint action plan, meet, or exceed all customer commitments, manage installations and training, and encourage proactive service call avoidance.
- Make recommendations to the RSVP & DSM on vehicle stock levels, workload balancing, contract service level delivery/achievement.
- Company Vehicle Program: ensure maintenance schedules are met; vehicle expenses are controlled, and accident prevention programs are adhered to.
- Safety: Ensure that team members are adhering to safety guidelines, formal and informal safety messages are regularly communicating, proper reporting and assessment being made for any job site accidents (for and injury or property damage).
- Quickly escalates technical issues from on-call or after-hours technicians to Tech Support. Adds defective machines to the escalation log and monitors resolution.
Skills, Knowledge, and Expertise
REQUIRED EDUCATION AND QUALIFICATIONS
Education Level:
- High school diploma or GED
- Bachelor’s degree preferred
Qualifications:
- Five plus years related technical experience
- Three plus years of experience managing field service teams as a front-line supervisor is preferred (management experience in electro-mechanical equipment services is a plus)
- Must work the second shift (4pm – 1am) and/or weekend shift as determined by the managing RSVP
- Experience with Microsoft Office Products
- Must attend weekly staff conference calls to understand the needs of the business and develop service strategies that support continuous improvement as directed by the RSVP
- Must have a valid driver’s license
REQUIRED SKILLS AND COMPETENCIES
- Ability to successfully supervise and lead technicians in a supervisory capacity
- Strong leadership and decision-making skills
- Strategic planning capability
- Strong inter-personal and self-motivational skills
- Excellent verbal and written communication skills
- Basic understanding of technical documents
- Ability to communicate across all levels, functions and regions
- Commitment to customer satisfaction and retention
- Previous background within cash handling equipment industry or financial industry preferred
- Strong organization skills
- A customer-oriented mind set and active commitment to customer retention
- Ability to search for the most effective and efficient methods of operations
- Personal ownership and accountability to service delivery and results
- Communication and local enabling of corporate objectives and priorities
- Ability to identify and execute around the key business drivers/key success factors for individual territories and regions
Benefits
Glory is proud to share that our benefit package ranks in the top 25% across the country!
Benefits:
- 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution
- Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield
- Paid Parental Leave
- MDLive – 24/7 Virtual Doctor plus a Nurse Line
- Dental insurance
- Vision insurance
- FSA / Dependent Care
- Voluntary Life Insurance
- Basic Life insurance and AD&D – Company paid
- Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid
- Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service
- Paid Sick days based on City/State requirements
- Paid Holidays – 9 to 11 days based on start date
- Professional development assistance
- Education assistance
- Adoption Assistance
- Legal and ID Theft plans
- Annual Bonus opportunity
- Opportunities for internal promotions/career advancement
- Company Vehicle/Insurance – this benefit only applies to certain positions
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer
It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted.
Third Party Agencies
Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.
Physical Demands and Work Environment Statement
- Physical demands must be met by a supervisor to successfully perform the essential functions of the job.
- While performing the duties of this job, the supervisor is regularly required to communicate with employees and management.
- Potentially required to stand, walk, bend, squat, kneel, sit, twist, stoop, crawl, use hands and fingers, push, pull or feel, talk, and hear. Lifting of up to 50 lbs. may be required. Specific vision abilities required by this job include distance vision, peripheral vision, depth perception, and the ability to adjust focus.
- Must be able to bend, squat and kneel and work in tight spaces including extended reach while kneeling, squatting, sitting, bending, and standing for extended periods of time.
- The ability to read, complete simple math calculations, and withstand moderate amounts of stress are important in achieving job objectives.
About GLORY
Global Leaders in Customer Experience Automation
With a culture rooted in innovation, each day Glory’s people are transforming our customer’s businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That’s a reputation we’ve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it’s our people who are driving our successes.
Why Join Us
Why Join Us
Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.
Glory Values
Glory Values
The Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect.
- Customer Delight. We put our customers first.
- Integrity. We do the right thing, always.
- Innovation. We embrace new challenges and share the future.
- Speed. We move fast, that’s how we stay ahead.
- Diversity & Respect. We value the strength in our differences.
- Teamwork. We succeed together.
Salary : $70,000 - $75,000
