Job Duties:

• Collaboration in management meetings to report progress, discuss goal setting and idea exchange to improve the productivity of field staff.
• Participation in field service personnel annual reviews.
• Participation in the hiring process of field service personnel annual reviews.
• Identifying training needs and scheduling
• Optimizing field staff efficiency by monitoring the following: timeliness, breaks, call completion times, parts acquisitions and assisting in corrective measures.
• Collaboration in field staff meetings identifying specific needs and the promotion of company ideas and objectives.
• Goal setting for call collection, service agreement sales and data collection.
• Discussion of challenges with employees, customers and work flow.
• Forecasting workloads; reducing non-productive time.
• Handling customer concerns (within your ability) and compliments.
• Promotion of the service agreement program.
• Scheduling demands; assignment of calls based on technical ability.
• Review revenue numbers and goals with field staff
• Review call backs and assign appropriate training for individual field staff member

Job Requirements:

• Knowledge of organizational and safety operations and procedures, safety methods and practices.
• Knowledge of applicable federal, state, county, and local laws, regulations, and requirements.
• Knowledge of business English, proper spelling, grammar, punctuation, and basic arithmetic.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers at all levels.
• Ability to follow instructions in verbal and written format.
• Ability to demonstrate moral character, honesty, tact, fairness, lack of prejudice and desire to help when dealing with people.
• Must be able to learn, understand and apply new technologies.
• Ability to analyze situations and adopt appropriate courses of action using independent judgment.
• Demonstrate and strive for excellence in procurement and inventory control and continually seek improvement in results.
• Excellent customer service skills.
• Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
• Ability to work extended hours and various work schedules.
• Ability to perform in a professional appearance and manner.
• Ability to use good judgment and foresight.
• Competent and proficient understanding of platforms such as SAWIN and Microsoft Office programs.