Service Specialist Supervisor

A Service Supervisor will provide technical knowledge and skills to raise the proficiency level of the field service technicians to reduce operating costs and improve customer satisfaction.  This is a line position that is both field and office-based and is responsible for the effective management of resources, costs, safety, quality assurance and customer satisfaction for the delivery and expansion of the existing service base. The position typically supervises Field Specialists, Service Specialists, and/or Service Coordinators in all aspects of service delivery. The financial impact is measured in the growth and delivery of Service products in the local CTC market. Performs other duties and responsibilities as requested or required.

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Who You Are 

You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces inclusion and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Service Specialist Supervisor.

Who We Are 

With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry.  We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you’ll do with “Our Training and Your Experience”

• Convergint's greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping us grow Convergint by promoting our colleague-first culture and referring top talent to the Talent Acquisition Team and hiring managers.
• Field-based direct supervision of 6-12 Service Specialists and/or 2-4 Service Coordinators, ensuring they are exhibiting Convergint's Values & Beliefs, following colleague and customer policies, and adhering to established safety practices and policies. 
• Responsible for hiring and performance management of direct reports. 
• Responsible for product training for the workforce and the product/repair training certification on each field colleague once he/she has completed a formal training course on-site to ensure that the associate has retained and can apply the classroom instructions.
• Perform skills assessments to determine whether an associate has sound installation, service and repair techniques, proper tools and manuals, and good customer relations skills and implement actions or make recommendations to the team to improve the proficiency of the workforce within the team territory.
• Identify and resolve technical issues by providing training, phone support and on-site technical support; accompany Specialists on selected field service calls in high-priority situations, when problems cannot be otherwise resolved and/or when the situation has been escalated.
• Review, approve, and manage small installations of electronic security equipment through teams of Convergint Specialists and/or sub-contractors.
• Provide on-the-job training and technical support for pilot and complex sites.
• Run/analyze reports and take necessary corrective action to manage repeat and incomplete calls resulting in reduced down time/repeat visits for customers.
• Engage with customers regarding escalated technical issues and work with internal teams to provide a solution.
• Provide technical expertise for pre & post-sales efforts and end users, as requested.
• Identifies potential project risks, communicates to appropriate parties and assist in the development and implementation of strategies to minimize impact and to control deviations from estimated costs and project deadlines.
• Works closely with the Sales team by providing technical insight and assessment for labor and materials associated with a potential project or service contract.
• Performs other duties and responsibilities as requested or required.

What You’ll Need

• Excellent technical skills and proven ability to troubleshoot problems and look for solutions.
• Exceptional customer focus and ability to work under pressure; ability to maintain awareness of and seek to meet the needs and wants of the customer without being prompted.
• Consistently introduces new ideas and demonstrates original thinking.
• Must be a self-starter and work well without supervision.
• Advanced verbal, written and interpersonal communication skills.
• Leadership Orientation – Actively seeks ways in which to act as a role model - guide, develop and mentor others within the department.
• Excellent organizational skills and the ability to handle multiple priorities simultaneously.

Company Benefits and Perks

Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all of our colleagues:

• Company Holidays and Paid Time Off
• Fun & Laughter Day Off
• Medical, Dental & Vision Plan
• Life insurance & Disability Plan
• Wellness Program
• 401K Matching Plan
• Colleague Assistance Program
• Tuition reimbursement
• Competitive salary and compensation plan
• Vehicle reimbursement plan
• Corporate Social Responsibility Day
• And much more…

Requirements:

• Associate degree in electronics is preferred or at least 5 years of field service experience.
• Minimum 5 years electronics repair/troubleshooting experience; previous supervisory experience desirable.

Industry Certifications: 

• Genetec Security Center v5.9 or above (Omnicast and Synergis)
• Lenel OnGuard v8.0 or above (Advance Cert Level)
• CCure9000 Enterprise Certification **Preferred
• Milestone Video MCIT Certification
• AMAG Symmetry
• RS2 AccessIT
• Avigilon Video and Access

Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer.

Visit our Convergint careers site to learn more about the company and the exciting opportunities available.