Field Service Supervisor at ScentAir Technologies LLC

This position is responsible for executing and supervising field labor including installations, service and providing technical support for ScentAir fragrance delivery systems. The Field Service Supervisor is instrumental in developing the ScentAir service network by evaluating field technician performance, providing on the job training and supporting field technicians over the phone to execute applicable scopes of work. The position is also responsible for coordinating with Technical Services and Strategic Sales to plan and implement fragrance solutions in high profile / strategic applications to meet customer expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage assigned job tickets within the required time period.
• Schedule and execute Field Service Touch Point Project per project guidelines.
• Follow up with customers receiving service to verify expectations are achieved.
• Escalate and resolve customer complaints in a timely manner.
• Travel to client sites to install & service fragrance delivery systems as needed.
• Coordinate with Technical Services, customers and sales team to specify the proper fragrance delivery equipment for specific customer applications in a retail or commercial environments as needed.
• Coordinate with client site personnel and maintenance teams to ensure that client provided equipment, power, access, etc, is completed and ready per installation guidelines prior to installation.
• Train customers and certify ScentAir subcontractors on use of fragrance systems and provide technical support and trouble-shooting assistance on a variety of ScentAir fragrance delivery systems.
• Interface with Client Relations personnel to expedite equipment shipments and ensure on-time delivery.
• Perform prescribed preventative maintenance on equipment installed at client locations as required.
• Perform basic and advanced level diagnostics on installed equipment as required.
• Perform onsite equipment specification as needed.
• Execute high profile/strategic implementation seamlessly.
• Prepare, complete and submit all technical paperwork per company guidelines.
• Complete tasks as directed by installation & service schedules with minimum supervision.

SPECIFIC SUPERVISORY RESPONSIBILITIES

• Project supervision. (Ticket Management)
• Supervision of subordinates.
• New hire training.
• Review completed paperwork and service reports.
• Supervision of labor completed by subcontractors.
• Implement and supervise compliance with company policies.
• Lead and motivate subordinate employees.
• Evaluate performance of subordinates and subcontractors.
• Certify Field Service Technicians and Subcontractors as prescribed in the ScentAir Field Training Program.

QUALIFICATIONS, EDUCATION AND/OR EXPERIENCE

• 3-5 years field experience as a mechanical technician using small hand tools
• Must be a self-starter with the ability to work well with changing priorities
• Good understanding of HVAC mechanical systems
• Excellent trouble shooting and diagnostic skills
• Able to read and interpret building plans and blueprints
• Previous customer service experience with excellent written and oral communications skills
• Frequent travel required

PHYSICAL DEMAND

While performing the duties of this job, the employee is frequently required to sit, use hands to operate a computer and calculator, and talk or hear. The employee is occasionally required to stand; walk, reach with hands and arms, climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The position will be based out of a home office of the Technician. The noise level in the work environment can be loud at some client facilities. Travel to client and sub-contractor facilities will be

required and will generally account for approximately 25% of the positions time, and at times may exceed that. Company will supply a corporate credit card, travel per diem, and will cover or reimburse employee for all approved travel expenses.