After Hours Technician Supervisor - West Region

After Hours Technician Supervisor - West Region

Department: Service - Field Service

Employment Type: Permanent - Full Time

Location: United States/Field based

Reporting To: Regional Service Vice President - West

Description

ROLE PURPOSEThe 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 CA, WA, OR, AK, UT, ID, MT, WY, AZ, or NV.

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. 
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