Schaper Associates, Inc Published: October 31, 2019
Andover, MA
Job Type


Company Description:

Our client is a well-established
Industrial Refrigeration service company in the New England market. Our client
has provided a variety of services including: system designing, energy studies,
performance evaluations, and system and equipment maintenance to the commercial
and industrial HVAC/R industry for over 20 years. Working predominately in the
food/beverage, pharmaceutical, and process industries, our client prides itself
on delivering excellence to their customers efficiently and effectively.
Currently, this company is seeking a Service Supervisor


Job Description

As the Service Supervisor, you will be directing
industrial refrigeration technicians providing ongoing service and support for
planned maintenance, installations, and remedial repairs within the Northeast
region. The Service Supervisor oversees and supports the service dispatchers
and administrators along with nearly 70 technicians across the region, with a
strong focus on customer satisfaction



    • Responsible for all
      aspects of planning for ongoing service contracts, maintenance, and emergency
      service needs, including work orders, change requests, etc.

    • Partners closely with
      Sales, Engineering, and Project Management to ensure the needs of the customers
      are being met as efficiently as possible.

    • Assesses Service talent
      for current and future business needs.

    • Drafts and maintains
      service and preventative maintenance contracts.

    • Functions as the primary
      interface between the customer, vendors, sub-contractors, and internal
      expertise surrounding all service activities.

    • Facilitates invoicing
      and payments by verifying and approving related labor and materials.

    • Maintains customer
      satisfaction by investigating concerns, implementing corrective action, and
      communicating with customers and assigned staff.

    • Maintains quality
      standards by supervising staff, making recommendations for hiring/terminating
      staff to the Director of Service Operations.

    • Participates in
      performance appraisals in concert with Director of Service Operations to
      recommend raises, promotions, training, and disciplinary actions.

    • Flexibility to work
      outside normal work hours/weekends, as required.

    • Lead scheduling,
      organizing, and dispatching Field Technicians

    • Quote service work to
      customers, work on scheduling repairs in a timely manner.

    • Champion service
      module of ERP (Jonas) and maximize efficiencies through interrogation and
      analysis of key data.

    • Demonstrate an
      understanding and adherence to all work safety policies, including OSHA and
      local governing authorities

    • Ensure technicians
      training and certificates are up to date

    • Other tasks may be



  • Prefer a minimum of 3 years’ experience
    leading a large-scale, high-performing services business, preferably in the
    HVAC/R industry.  Will consider a Sr type technical that can lead others.

  • Must have experience running crews of at  least 20-30 technicans  


Skills and Special Requirements

  • Experience leading
    in a technical environment (HVAC/R) is strongly preferred.

    • Must be a proactive
      leader with a proven track record of leading, developing and coaching

    • Strong business acumen
      including a solid understanding of service contracts, an eye for detail and
      superior customer service skills.

    • Possesses a high level
      of initiative coupled with the intuition to make sound decisions quickly.

    • Computer literacy
      including use of Microsoft Applications (Outlook, Word, Excel, PowerPoint) and
      basic ERP navigation skills

    • Experience with Customer
      Relationship Management (CRM) Software

    • Superior interpersonal
      skills, ability to work well with others

    • Excellent oral and
      written communication skills; detail oriented organizational skills

    • Ability to manage
      multiple objectives and properly prioritize workload


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