Security Service Supervisor

The Service Supervisor is crucial in overseeing and supporting a team of Security field service technicians, ensuring efficient and effective service delivery to a large healthcare system in MD. This role is pivotal in maintaining high service standards and operational efficiency, as it focuses on supervising day-to-day activities, providing technical support, and ensuring compliance with company policies and customer satisfaction. While not responsible for managing budgets, the Service Supervisor's contribution is integral to the company's success.

Base Salary: $90,000-$110,000

Please note that this job posting includes base salary information for the assigned target market range within the primary geographic region where the requisition is posted.  If the position is posted in multiple locations or is a remote position, the salary range may vary. Individual pay rates will, of course, vary depending on the skills, experience, certifications, specific licenses, internal equity, and education of the applicant.

Certain roles may be eligible for other compensation such as bonuses, car allowance, cell phone reimbursement, and tuition reimbursement.

1. Team Supervision and Support:
   1. Lead, mentor, and support a team of field service technicians.
   2. Conduct regular team meetings to communicate objectives, expectations, and updates.
   3. Provide on-site support and guidance to technicians as needed.
   4. Ensure technicians adhere to company policies, procedures, and safety standards.

2. Technical Support and Troubleshooting:
   1. Serve as the primary point of contact for escalated technical issues.
   2. Assist technicians in diagnosing and resolving complex technical problems.
   3. Coordinate with technical support and engineering teams to address and resolve persistent issues.

3. Service Delivery and Quality Assurance:
   1. Monitor and ensure the quality and efficiency of field services provided.
   2. Perform periodic service call audits through problem management to ensure adherence to standards and identify trending issues.
   3. Implement best practices to improve service delivery and customer satisfaction.

4. Training and Development:
   1. Identify training needs and opportunities for technicians.
   2. Conduct or arrange for ongoing training sessions and certifications.
   3. Foster a culture of continuous learning and professional development within the team.

5. Customer Interaction and Satisfaction:
   1. Act as a liaison between customers and field service technicians when required.
   2. Ensure prompt and professional communication with customers regarding service issues and resolutions.
   3. Address customer complaints and concerns effectively to maintain high satisfaction levels.

6. Scheduling and Resource Allocation Support:
   1. Assist Service Coordinators with technician schedules to optimize service delivery.
   2. Ensure appropriate allocation of resources to meet service demands.

7. Reporting and Documentation:
   1. Maintain accurate records of service activities, technician performance, and customer interactions.
   2. Utilize regular reports on service metrics, technician performance, and customer feedback to optimize the team's performance.
   3. Ensure all documentation is up-to-date and compliant with company standards.

8. Health and Safety Compliance:
   1. Ensure that all field service activities comply with health and safety regulations.
   2. Conduct safety audits and ensure that technicians follow safe work practices.
   3. Address any safety concerns promptly and implement corrective actions.

• Education: High school diploma or equivalent; technical degree or certification preferred.
• Experience: Minimum of 5 years of experience in security field service, with at least 2 years in a supervisory role preferred.
• Technical Skills: Proficient in diagnosing and resolving technical issues; strong understanding of the company’s products and services.
• Leadership Skills: Strong leadership and mentoring abilities; ability to motivate and support a team.
• Communication Skills: Excellent verbal and written communication skills; ability to interact professionally with customers and team members.
• Problem-solving skills: Strong analytical and problem-solving abilities; ability to handle escalated issues effectively.
• Organizational Skills: Exceptional organizational and time-management skills; ability to prioritize tasks and manage multiple responsibilities simultaneously.
• Interpersonal Skills: Strong interpersonal skills, building and maintaining positive relationships with customers and team members.
• Computer Skills: Using service management software (AutoTask), MS Office Suite, and other relevant applications proficiently.

Work Environment:

• This position requires regular travel to hospitals in MD within ~50 miles of Washington DC. Company vehicle will be provided within 120 days of hiring, vehicle allowance until then.
• The role may involve working in various environments, including operational healthcare facilities, new construction, and sometimes outdoor settings.
• The Service Supervisor must be available for on-call support as needed.

Physical Requirements:

• Ability to lift and carry up to 50 pounds.
• Ability to stand, walk, and work in various environmental conditions for extended periods.
• Ability to perform physical tasks related to field service activities.