Service Support Supervisor

Job Description

$80,000 Salary with the opportunity for yearly bonus. Company car is included.

The Service Support Supervisor is a supervisory position that has the responsibility for leading, organizing and efficiently managing the Full Service Attendants and Service Field Technicians in the New York City market.

This position will also work with the Service Manager to coordinate with the field service, engineering, information technology and customer service departments to effectively satisfy customer support requirements per contracts and service level agreements.

The Service Support Supervisor will also be required to handle escalated service calls that the Field Service Technicians or Data Communication Technicians need help resolving.

As such, the position requires the ability to successfully, analyze, test, troubleshoot, repair / replace, and rebuild all mechanical, electrical and data communication components within a reverse vending machine.

ESSENTIAL DUTIES AND RESPONSIBILITIES (include the following. Other duties may be assigned)

Supervisory / Managerial

• Oversee day to day supervision of Full Service Attendants including creating monthly schedules
• Support Field Service Manager with assigning and following up on daily tasks to Field Service Techs
• Communicate with management regarding potential engineering changes to improve quality of the machines, as well as the customer experience
• Instruct and train technicians on company equipment and procedures
• Conduct regular inventory counts of Field Service Technician’s company vans
• Administer and ensure compliance with TOMRA company procedures as well as Metro NY policy and procedures
• Maintain excellent working relationships with customers in order to provide technical training and assistance, as well as resolving issues in a productive and timely fashion

Mechanical / Electrical / Data Communication :

• Analyze, diagnose and repair technical and mechanical issues
• Trouble shoot and repair conveyor equipment and components
• Repair / Replace : sorting units, compactors, safety switches, drives, gears, pulleys, etc.
• Troubleshoot and replace electric circuits and systems which include : motors, fuses, circuit breakers, sensing switches, control wiring, transformers, etc.
• Install, configure and test ancillary data equipment (including Tomra Trac) supporting the operation of reverse vending machines at customer locations.
• Analyze and resolve data communication equipment malfunctions.

Rigging and Lifting

Previous experience using chain falls, coma longs, hoists, lift carts, etc. to safely move equipment and parts for installation or replacement

Physical

• Employee is required to use hands and associated tools, to assemble, disassemble and repair mechanical components and RVM machinery
• Must be able to regularly lift up to 50 lbs. and frequently push / pull up to 150 lbs.

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Qualifications

QUALIFICATIONS

Employee must have good computer, network, electronic and mechanical skills. Experience using data, cable and electrical test equipment and tools are required.

Basic understanding of common network IP / data communication protocols and electrical practices is required. Employee must have basic customer relations and people skills.

Position will require extensive travel throughout New York City, the five boroughs and Long Island. Therefore, the person who fills this role must live in the market.

EDUCATION and / or EXPERIENCE

• Associate Degree or Certificate Program in Data Communication / Electronic Technology, Computer Science or equivalent trade experience.
• 5-7 Years’ experience in electromechanical field service or equivalent
• 1-3 Years’ experience leading / managing a team of remote workers
• Previous exposure to manufacturing / inventory control principles

LANGUAGE SKILLS

Must be able to communicate effectively with management, as well as various levels of Customers at remote sites. Bi-lingual, English / Spanish preferred but not required.

Additional Information

All your information will be kept confidential according to EEO guidelines.