• Service Supervisor

    Job Locations US-TN-La Vergne
    Req No.
    2018-1790
    Category
    Maintenance & Service
    Type
    Regular Full-Time
    Shift
    1st Shift
  • Overview

    COMPANY PROFILE:

    Royal Cup, Inc. is the proven leader in sourcing, roasting, blending and providing high-quality coffees and fine teas since 1896 and is the chosen partner for restaurants, hotels, offices and commuters across the country.

     

    We are a family-owned business rooted in a longstanding tradition of coffee roasting excellence who takes pride in our unparalleled dedication to customer care.

     

    BENEFITS:

    Royal Cup Coffee offers a competitive compensation plan and a comprehensive benefits program. On top of being a part of a well caffeinated team, the benefits program includes healthcare, dental, vision, company paid disability, 401(k), life insurance, Flexible Spending Account plan, and paid vacation. Tuition reimbursement plan includes up to 80% reimbursement per company criteria. Ongoing trainings designed to provide maximum success for our employees is offered.  

    Responsibilities

    The Service Supervisor reports to the Regional Service Manager. The Service Supervisor is a supervisory role and will assist in the oversight of the outside service activities, third-party service agents, and supervision of the employees in the Service Support area.

     

    The Service Supervisor position directs the work activity of the assigned group and provides direct service to the customer to meet service requirements and asset objectives. Additionally, the Service Supervisor will be responsible for:

     

    • Customer Relations
      • Represents the company in a professional manner.
      • Establishes a relationship with the customer so that the customer is satisfied with the company’s products and services.
      • Ensures all team members are maintaining proper customer communications at all times.
    • Service Commitment
      • Equipment Repair
      • Repair Equipment in a timely manner in order to minimize the customer’s service interruption.
      • Responsible for making good equipment decisions went swapping out equipment rather than repairing.
      • Call customer within two hours of receiving call to assess and give E.T.A.
      • Call customer if prior commitments cannot be met.
      • Coordinate and approve third party support needs for assigned area.
      • Inform manager if call is open more than forty-eight hours.
    • Equipment Installation
      • Install all types of equipment in a manner that meets the customer’s requirements.
      • Installations may include connecting water lines, drilling holes, setting up drain lines and hooking up basic electrical components where “local codes” allow.
      • Installs and swap outs may require heavy lifting up to 75lbs.
    • Quality Assurance Inspections & Preventative Maintenance
      • Perform assigned quality assurance inspections.
      • Perform routine cleaning, necessary maintenance, and repairs to prevent interruption of service to the customer.
      • Perform assigned National accounts inspections within allotted time.
    • Service Work Direction
      • Plan vacation and other absence activities to cover local service needs.
      • Assess, review and recommend route assignment adjustments periodically.
    • Growing Revenue
      • Be familiar with the products we sell to answer customer questions.
      • While visiting an account, take notice of any “red flags” that signal dissatisfaction with our service. For example, competitor’s equipment or competitor’s products being used and negative comments toward the company.
      • Be on the lookout for new account sales opportunities, such as new construction or referrals from customers.
      • Participate with sales team on sales calls, brew demonstrations and trade shows as needed.
      • Participate in selective key account activities.
    • Administrative Responsibilities
      • Properly perform and submit in a timely manner Service Work Orders, transfers and receipts.
      • Perform equipment and parts inventories every period keeping variances to a minimum.
      • Review and approve assigned field service technicians payroll.
        • Utilize Tele metrics as needed to monitor and validate service activities.
      • Proficiency in use of SAP.
      • Check voice mail and customer service messages twice daily.
      • Respond to all voice, text and email messages promptly.
      • Keep the handheld programmed at all times with current customer information.
      • Daily Tele-communication of handheld device.
      • Assist region manager with performance reviews for all assigned service technicians.
    • Asset / Expense Control
      • Review parts levels of all assigned service technicians, keeping parts inventory at par level without over-stocking.
      • Return all defective parts and equipment under warranty for credit where applicable.
      • Recycle parts and equipment where appropriate.
      • Maintain appropriate equipment inventory to meet area demands, based on par levels.
      • Provide guidance to Territory Managers when ordering parts.
    • Vehicle Safety Responsibility
      • Control vehicle expenses through proper maintenance and defensive driving.
      • Follow all company safety procedures.
    • Personal Appearance and Attitude
      • Present a professional image by following the company’s dress code policy.
      • Maintain a positive attitude at all times by taking ownership of own responsibility and actions.

    Qualifications

    POSITION REQUIREMENTS:

    • Minimum of High School Diploma and/or equivalent (i.e. GED).
    • 4+ years Recent Experience in a Service Technician role.
    • Experience in the Food & Beverage Services Industry, highly preferable.
    • Must be willing to perform occasional, overnight travel (1-2 night stays) as required in support of customer account maintenance, new service installations and other projects.  Every attempt will be made to provide advance notice and proper planning pending required overnight travel.
    • Strong Mechanical Aptitude, experience with Plumbing or Electrical work, highly preferred.
    • Ability to build and maintain lasting relationships with customers.
    • Ability to be a team player but also work independently with a very strong work ethic.
    • Ability to maintain a professional appearance and demeanor at all times while maintaining an outgoing and success driven personality.
    • Ability, beyond basic skill performance levels with Reading, Writing, Mathematical & Computer Functions, to include:
      • Ability to read, write and interpret basic correspondence. 
      • Ability to perform simple mathematical calculations: add, subtract, multiply and divide.
      • Ability to operate basic office equipment: telephone system, desktop computers, fax and copy machines.
      • Beyond basic abilities with Microsoft Office Software, specifically with Word and Excel.
      • Experience with SAP is highly preferred.
    • Ability to work with and support others in a positive way.
    • Ability to successfully complete the pre-employment process.

     

     

    PHYSICAL ESSENTIAL FUNCTION REQUIREMENTS:

    • Ability to perform the physical demands of the position which, at times, are required to successfully perform each essential responsibility.  Reasonable accommodations may be made to enable individuals with disabilities to perform the core responsibilities.  These physical demands may include, among other functions:
    • The ability to safely climb up and down, and sit and walk for extended periods of time.
    • The ability to use hand tools and fingering/handling to operate buttons/levers of equipment.
    • The ability to push, pull and lift equipment up to 150lbs.
    • The ability to stoop, kneel, crouch, squat and other movements as needed to perform fine motor tasks part of routine machinery maintenance, clean-up, installation & other service.
    • The ability to reach 74’’ to access equipment or product.
    • The ability to carry product up to 30lbs.
    • The ability to balance or walk on uneven surfaces.
    • Ability to work within the work and or service location environment characteristics experienced while performing the essential functions for this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
      • Various forms of Personal Protective Equipment (PPE) are at times required and may include but are not limited to: hearing and eye protection, non-slip shoes.
      • The employee is frequently exposed to very busy work environments (for example back of the house for restaurants, hotels, break rooms etc.).
      • The employee is occasionally exposed to slick floor surfaces.
      • The noise level in the work or service environment can be loud at times.

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