Service Supervisor

Service Supervisor

This role is located in South Bend, IN.

Enjoy working in an innovative environment where you can make an impact every day to build on our team success? Enjoy working independently and within teams to create excellence on the job? Want to grow your career within a laid back, yet fast-paced company where you can make a real difference?

Then we have a place for you!

Who We Are:

We design, install, and service communication systems throughout the Midwest. We offer best-in-class life safety, security, audio-visual, and communication solutions. Serving critical environments, including healthcare, education, industrial, commercial and construction industries, our customers rely on us to ensure their life safety and security needs are met. As a team, we seek improvements together and are passionate about our work while helping to strengthen our business. Want to be a true contributor? Come join our team, where your strengths will make a meaningful impact on those around you and advance your career!

What We Offer:

• Creative, innovative, collaborative, and flexible work environment
• Challenging and progressive career opportunities
• Competitive pay programs!
• Comprehensive Health & Wellness Benefits
• Retirement Program with Excellent Employer Match!
• Paid Vacations and Holidays
• Open communication, recognition programs, and team-building events
• And much more to motivated, results-oriented individuals who want to make a real difference in their community and role

What You'll Do:

As the Service Supervisor, you will plan, handle, and lead technical support for customers and the life safety service team, to ensure customer and company goals are achieved.

Your Accountabilities in the Role:

• Provides initial technical support to customers via phone, resolving service issues remotely and ensuring customer satisfaction.
• Coordinates, schedules, and monitors all SMA software upgrade visits, ensuring timely execution and customer satisfaction.
• Reviews and creates new accounts in Emergency24, maintaining accurate customer information for proper setup.
• Oversees daily PET reports from monitoring customers, ensuring they are complete, accurate, and promptly addressed.
• Documents all activities, including phone conversations, in Q360 for thorough record-keeping and service tracking.
• Acts as the technical support and resource for field technicians, providing guidance to ensure effective service operations.
• Reviews active calls, follows up on incomplete or incorrect service calls, and resolves escalated issues to maintain workflow integrity.
• Contacts customers to set up service calls and assist with customer-requested service quotes, ensuring timely delivery and accurate estimates.
• Provides lab-based training and instruction to service technicians, enhancing their technical skills and service capabilities.

Position Requirements:

• Education: An Associate's Degree in Electronics, Technology, or similar field; or equivalent combination of education and experience required.
• Experience: 5 years of experience in the installation/repair of fire alarms, access controls, nurse call systems or similar. Working knowledge of life safety systems is required.
• Certifications: Willing to obtain NICET Level II certificate in Fire Alarm after one full year of employment required.
• Functional Skills: Strong skillset in planning, organizing, and implementing with high attention to detail and accuracy. Strong ability to manage multiple projects, follow-through and meet due dates, advanced analytical and problem-solving skills. Able to read system drawings and electronic product schematics.
• Technology Skills: Proficient with Microsoft Office products (Excel, Word, Outlook). Proficient with life safety systems and software to monitor and troubleshoot.
• Communication Skills: Advanced verbal and written communication skills. Ability to present, train, and educate others both internally and externally.
• Leadership/ Behaviors: Ability to thrive in a high stress environment. Demonstrated ability to remain calm, focused, and productive under pressure. Strong customer-focus, takes initiative, and results-focused. Able to work independently and within teams; excellent with managing time and getting things done promptly and accurately. Able to effectively handle stressful situations and work with diverse groups both inside and outside the organization. Able to mentor and guide others. Compliance, quality, and safety minded.
Culture Match: Reliable, Collaborative, respectful, interacts professionally with others both inside and outside of the organization. Cultivates a positive work environment. Is responsible, self-motivated, takes initiative, and is well organized. Strives to be a continual learner.

Other Important Information:

Pay/Salary: Approximately $30-40 per hour, based on proven expertise

And, the compensation will grow as the business grows!

Reports To: Service Director

Core Hours: 7:00 am - 4:00 pm (schedule can be flexible; will work approx. 8 - 9 hours within this timeframe)

Typical Work Week: M-F; occasional Saturday where required; 40 - 45 hours a week on average.

Direct Reports: 5

Travel: Varies; mix of field tech/office travel.

Work Environment: Primarily exposed to a normal office environment with moderate noise; may be required to wear suitable Personal Protective Equipment while visiting clients. This role requires you to work on-site at our South Bend office. We are not offering remote or hybrid work arrangements at this time.

COVID Protocol: No Special Protocol; Individuals can wear masks if desired