web analytics software

Delivery Supervisor

Overview

The candidate is expected to take a proactive approach to the position. Emphasis should be placed on meeting the existing Service Level Agreement, maintaining a positive customer relationship, and improving efficiency through ongoing process evaluation. The candidate is a primary resource for the Field Support Break Fix Technicians.

Responsibilities

  • Daily supervision of all field service break/fix support technicians, retail and corporate teams for the SWO team.
  • Responsible for ensuring maximum tech utilization.
  • Responsible for ensuring that customer service level agreement targets are achieved for all customers.
  • First level of escalation by technicians for support specific to customer server, PC, tablet and printer technology, including client dissatisfaction or special requests and customer requests for priority service response.
  • Regular reviews with the Dispatch team to maintain optimal resources within the zones; coordinate and schedule additional resources as required.
  • Provide reporting on tech KPI’s, trends and make recommendations.
  • Work with warehouse management and logistics team to ensure proper stocking levels in key stocking locations.
  • Scheduling of the Technicians to ensure that staff coverage and rotation is consistent with the customer base requirements. 
  • Schedule coverage for rotation for 7x24 after-hours service on call and retail 7x24 shifts.
  • Provide technical support assistance to other technicians involved with account support work.
  • Ensure that each Technician is meeting his or her call completion and utilization targets.
  • Escalate any service related issues that are not resolved to senior management in a timely manner.
  • New technical staff orientation including systems training and hardware setup.
  • Assistance in the development of technical processes.
  • Review and approve millage and overtime for all Technicians as well as timesheets for contractors.
  • Maintain tools and software databases to ensure Technicians are properly equipped to meet customer requirements.
  • Liaise with vendors for training and tools.
  • Review and create when required customer documentation and images.
  • Assist with onboarding of new customers.
  • Assist with annual performance reviews and evaluations.
  • Assist with ICIMS creations and renewals for contract technicians.
  • Assist with interviews and hiring of new Technicians.
  • Host weekly/monthly Technician meetings
  • Initiate disciplinary actions and PIP (Performance Improvement Plans) for Technicians.
  • Liaise with the Compugen Health & Safety board to ensure Technician safety and training.
  • Liaise with Human Resources as required.
  • Other duties as required

Qualifications

  • College or University education in Electronics or Computer Science
  • A+ and Server+ Certification
  • Experience with three (3) Operating Systems
  • Three (3) years of related job experience or equivalent
  • Excellent written and verbal communication skills
  • A sense of urgency to complete tasks and assignments
  • Ability to diffuse tense customer situations and project a positive, confident outlook
  • Ability to transfer knowledge and experiences to other technicians
  • High level of integrity and honesty
  • Ability to take direction and follow practices and procedures consistently and accurately
  • Superior time management skills
  • Ability to work independently as well as in a team environment 
  • Experience with two or more desktop productivity suites 
  • Must have a valid driver’s license and vehicle
  • Must be able to lift a minimum of 40 lbs. on a regular basis
  • Must have a strong technical background.
  • Superior ability to multitask while maintaining control
  • Must have good leadership skills, background experience in a leadership role would be an asset.
  • Must have excellent organizational and communication skills.
  • Must have knowledge of desk-side and break-fix type of work.
  • Must have working knowledge of printers
  • Must have working knowledge of servers and network environments.
  • ITIL v3 would be an asset

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  • Job ID: 2017-5426
  • Location: London
  • Category: Technical Services & Consulting
  • # of Openings: 1
  • # of Openings Remaining: 1
  • Type: Permanent Full Time

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