Appliance Service Tech Supervisor

Job Summary:
The  Appliance Service Tech Supervisor will oversee team of skilled technicians, coordinating service schedules, maintaining high standards of customer satisfaction, and implementing best practices in safety and efficiency and direct all team members and their day-to-day activities regarding the company's Service Department in addition to serving as the customer representative to the company for service issues. This is a hands-on role that requires leading by example, employee coaching, required rides with techs, deep knowledge of appliance repair and maintenance and problem-solving skills.

Essential Duties and Responsibilities:

• Supervise and coordinate the activities of appliance service technicians
• Develop and implement maintenance and repair schedules
• Ensure that all service tasks are completed in a timely and efficient manner
• Provide technical support and guidance to technicians and other departments
• Inspect completed work to ensure compliance with quality standards
• Maintain accurate records of maintenance and repair activities
• Order and manage inventory of tools and supplies
• Address customer complaints and ensure high levels of customer satisfaction
• Train and mentor new technicians and apprentices
• Enforce safety protocols and procedures
• Conduct performance evaluations and provide feedback to technicians
• Collaborate with other departments to improve delivery service
• Stay updated with industry trends and advancements
•  Participate in the recruitment and selection of Field Service personnel.
• Liaison between Field Techs, manufacturers, and companies for software and connectivity issues
•  Ensure compliance with EPA for both the workshop and the vans
•  Lead the safety culture (vehicle maintenance, safety training) Interface with customers and support sales efforts
•  Collaborate with other department managers to ensure exemplary customer service. Support and drive continuous improvement efforts  
•  Supporting new employees through training and future development, demonstrating and coaching behaviors that ensure quality customer service
•  Conducting on-site inspections to evaluate and coach team members regarding quality service and adherence to safety standards
•  Monitoring and coaching to improve team and individual performance
•  Managing fleet-related processes including vehicle maintenance and upkeep
•  Addressing escalated customer issues with in home visits

Supervisory Responsibilities 

Directly supervises 10-25 Field Service Technicians. Carries out supervisory responsibilities in accordance with the company’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Qualifications & Skills:

• Previous experience in a supervisory role within the appliance service industry
• Strong technical knowledge of electrical and mechanical appliances
• Excellent leadership and team management skills
• Outstanding communication and interpersonal abilities
• Ability to troubleshoot and resolve complex technical issues
• Proficiency in using maintenance management software and Microsoft office products
• Customer-focused mindset
• Knowledge of safety regulations and best practices
• Certifications in relevant technical fields preferred (e.g., HVAC, electrical, mechanical)
• Minimum of high school diploma or equivalent
• Minimum of 10 years experience in appliance maintenance and repair or equivalent combination of education and experience
• Experience in a supervisory or leadership role
• Strong technical skills in appliance repair and maintenance
• Good organizational and time management skills
• Ability to manage a team and coordinate multiple tasks
• Proficient in using diagnostic tools and equipment
• Excellent problem-solving skills
• Strong communication skills, both verbal and written
• Assist with developing and participating in training classes for technicians, builders, and property management accounts

• Perform additional duties as assigned to support business and team objectives

Additional Requirements:

• Flexibility to work occasional overtime as needed

License/Certification

• Valid driver’s license

Work Location/Hours

• HQ- 251 Bilmar Dr./ Monday – Friday, with participation in a weekend manager on-call rotation

EEO Statement

Don’s Appliances is an equal opportunity employer.  In accordance with the applicable law, we prohibit discrimination against any applicant or team member based on any legally-recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation, and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any team member, including supervisors and co-workers.