What are the responsibilities and job description for the Technical & Field Services Supervisor, Technical Support & Service Scheduling position at ScentAir?

ScentAir crafts billions of lasting impressions for customers around the globe every year. Our cutting-edge scent delivery solutions are tailored for a diverse range of business environments including restaurants, health care offices, airports, senior living facilities, apartment and multi-unit housing, retail stores, real estate (both commercial and residential), as well as health clubs and spas. The potential applications are truly limitless! We are the pioneers and innovators in the field, and we are proud to be the global leader in Scent Marketing!

Our impressive roster of clients features industry giants such as Disney World, Sea World, IHG, Aria Resort and Casino, MGM Grand, Marriott Brands, Hilton, Westin Resorts, and Greystar Properties, among many others.

We are looking for a hands-on Technical Services Supervisor to lead our technical support and service scheduling teams. This position is ideal for someone with mechanical expertise, especially in HVAC systems and equipment maintenance. This dynamic position ensures the seamless coordination and execution of installations, troubleshoot, servicing and customer support of our environmental fragrance systems for North America customers, account executives and subcontractors.

Key Responsibilities :

Technical Support :

Oversee exceptional pre-sale and post-sale support to clients via phone and email, troubleshooting, diagnosing, and resolving customer issues related to ScentAir's environmental fragrance systems.
Collaborate with customers and sales teams to specify the ideal equipment for customer applications, ensuring optimal satisfaction.
Initiate and manage technical support cases, assigning them to appropriate resources and ensuring timely resolutions.
Offer technical assistance to subcontractors and service technicians during equipment servicing and troubleshooting.
Create and maintain work instructions for technicians to follow during on-site service visits, ensuring smooth operations and high customer satisfaction.
Monitor and escalate unresolved technical issues, ensuring prompt and efficient solutions.

Service Scheduling :

Oversees the coordination of schedules for customer installations, ensuring timelines are met and customer expectations are exceeded.

Collaborate with installation teams to address logistical challenges and resolve delays.

Maintain clear communication with customers regarding scheduling and updates.

Oversee scheduling for routine and recurring maintenance services.

Monitor customer service agreements to ensure compliance with frequency and scope.

Address any changes or conflicts in recurring service schedules with Customer Care.

Manage schedules for urgent and unscheduled service requests.

Prioritize repairs based on severity, SLA commitments, and customer impact.

Communicate delays or issues to customers proactively.

Supervisory Duties :

Oversee the performance, safety, training, and development of employees within the Technical Support and Service Scheduling Department.

Work closely with management across departments to identify and implement cross-efficiencies and contribute to the achievement of departmental goals.

Ensure customer satisfaction with onsite installations, service requirements, and technical support.

Support the development and implementation of departmental objectives, policies, and procedures.

Qualifications & Skills :

Bachelor's degree or 5 years of related experience in HVAC installation / service, technical support, or a related field.

2 or more years of supervisory experience (preferred).

Exceptional troubleshooting, diagnostic skills, and technical knowledge, particularly with small devices and environmental systems.

Previous experience in customer service and field service, with excellent communication and interpersonal skills.

Able to read and interpret building plans and blueprints.

Strong experience with Microsoft Office and other online applications.

Ability to work independently, adapt quickly to new products and processes, and maintain a high level of customer satisfaction.

Must be able to lift up to 50 pounds and perform tasks requiring physical activity such as walking, standing, and reaching.

Ability to travel 20-25% of the time for field service needs.

Benefits :

Competitive pay and compensation package

Medical, dental, vision, and life insurance

Company-matched 401k

Paid time off and an expanded holiday schedule

Hybrid work schedule with both in-office and remote work opportunities

Fun, team-focused work environment with an employee-driven community outreach program.

Join our team and be part of a dynamic, customer-focused environment where you'll play a critical role in delivering exceptional service, ensuring customer satisfaction, and leading a talented technical services team! This is a veteran-friendly workplace, where your skills and experience will be valued as you contribute to the success of our team.

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Technical & Field Services Supervisor, Technical Support & Service Scheduling

What are the responsibilities and job description for the Technical & Field Services Supervisor, Technical Support & Service Scheduling position at ScentAir?

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