Customer Service Supervisor Jobs

Performs first-line supervisory duties in planning, organizing, coordinating, scheduling and directing activities and personnel involved with the service and repair of residential, commercial, and industrial gas-fired appliances and equipment. Assures quality and safety of service and repairs. Responsible for meeting all company-defined compliance requirements impacting this activity.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES

• Keeps abreast of latest technology and equipment codes and regulations impacting this activity as well as specialty and diversified products serviced by the Company – develops training courses as may be necessary.
• The compilation, updating, and general maintenance of all required service manuals and schematics; ensures that each service center has the necessary service manuals.
• Supervises and coordinates the functions and workers associated with/engaged in the installation, inspection, testing, repair and adjustment of all gas utilization appliances, equipment and designated systems for residential, commercial, and industrial users. Responsible for the job performance and conduct of assigned personnel ensuring efficient and effective response, quality work, safe operation of repaired/serviced appliance/equipment/system. Ensures proper maintenance, security, and stocking of vehicles assigned to this activity.
• Maintains assigned work area and equipment in a clean, orderly and safe manner; performs housekeeping duties as required and/or instructed. Works in a safe and responsible manner.
• Complies with all applicable MIC and Hawaii Gas policies and procedures.
• Inspection of testing equipment and tools for proper care, calibration and functioning; takes corrective action as necessary.
• Performs troubleshooting and repair as required to include calculating of customer’s load (sizing meter/regulator; sizing gas piping; sizing second stage and appliance regulator; sizing high pressure piping) and calculating gas loss as required.
• Interacts with customers, contractors, and governmental agencies. Investigates and resolves customer issues or problems. Coordinates with various company and outside personnel such as plumbers, vendors, consultants, engineers, to resolve issues.
• Performs related and other duties as required or as assigned by the Manager; e.g. prepares or completes reports and metrics; reviews documentation submitted by assigned personnel for accuracy and completeness; prepares and/or approves timesheets of Service Technicians and Dispatchers; prepares lesson plans and trains personnel as required; Collaborates with the Manager at Step 1 of the grievance procedure in the Collective Bargaining Agreement; recommends personnel action.
• Exemplifies the Company’s desired Leadership Style.
• Provides and enforces appropriate safety rules and procedures; provides for a safe work environment. Takes appropriate measures for the security and maintenance of all company assets and property. Coordinates and provides for EH&S and technical training programs as appropriate; maintains records of all training conducted. Complies with all written safety rules and procedures and reports all unsafe acts and conditions and corrects those within authority. Performs as first-responder and Site Commander for callouts and emergency situations as necessary or required.
• Ensures compliance with local plumbing code, NFPA code, and manufacturer’s specifications and/or company-established standards/procedures.
• Maintenance of parts inventory. Ensures availability of parts; purchases and specifies parts, tools and material as needed.
• Field audits to evaluate workmanship and adherence to standards including work performed by service technicians and service technicians in training. Provides oversight and inspection of work performed by others in the department which affects the gas distribution system and customer connections including work performed by contractors, manufacturers, plumbers and customers.
• Assists the Manager, Customer Service in other activities as required; e.g. responding to customers and governmental agencies; assuming his duties in his absence.
• Performs first-line supervisory duties in planning, organizing, coordinating, scheduling and directing activities and personnel involved with the service and repair of residential, commercial, and industrial gas-fired appliances and equipment. Assures quality and safety of service and repairs. Responsible for meeting all company-defined compliance requirements impacting this activity.
• Performs the following

OTHER FUNCTIONS/RESPONSIBILITIES

• Performs all other related duties as instructed by supervisor/manager.

Required Education and/or Work Experience

• Technical school degree in electronics or industry-related field.
• 5+ years industry experience or demonstrated ability for this line of work with proven technical competence in diagnosing and servicing all types of gas-fired appliances and equipment.
• Good working knowledge of applicable Federal, State and Country regulations and Company policies and procedures impacting this activity.
• Working experience in a Union environment.
• In-field experience in the job duties described may be considered as equivalent substitute for educational requirements.

Preferred Education and/or Work Experience

• Bachelor’s degree in a technical discipline.

Required Licensure, Certification, Registration or Designation

• Must possess a current Hawaii Driver’s license with a clean traffic abstract.