Supervisor, Service (Product, Technical & Dispatch)
Supervisor, Service (Product, Technical & Dispatch)The CompanyZurn Elkay Water Solutions Corporation is a thriving, values-driven company focused on doing the right things.
We're a fast growing, publicly traded company (NYSE:
ZWS), with an enduring reputation for integrity, giving back, and providing an engaging, inclusive environment where careers flourish and grow.
Named by Newsweek as One of America's Most Responsible Companies and an Energage USA Top Workplace, at Zurn Elkay Water Solutions Corporation, we never forget that our people are at the center of what makes us successful.
They are the driving force behind our superior quality, product ingenuity, and exceptional customer experience.
Our commitment to our people and their professional development is a recipe for success that has fueled our growth for over 100 years, as one of today's leading international suppliers of plumbing and water delivery solutions.
Headquartered in Milwaukee, WI, Zurn Elkay Water Solutions Corporation employs over 2800 employees worldwide, working from 24 locations across the U.
S.
, China, Canada, Dubai, and Mexico, with sales offices available around the globe.
We hope you'll visit our website and learn more about Zurn Elkay at If you're ready to join a company where what you do makes a difference and you have pride in the work you are doing, talk to us about joining the Zurn Elkay Water Solutions Corporation family! Job
Summary:
Responsible for the supervision of the Product, Technical and Dispatch teams focused on installation needs, product troubleshooting and water delivery warranty product warranty service.
Identifies, designs, and implements process improvements leading to a positive impact on the customer experience and the organization.
Is focused on ensuring high performance of the team, coaching and development.
Has direct accountability for making personnel decisions including executing performance management processes necessary to drive the expected goals and service levels for the Product, Technical & Dispatch team.
Responsibilities:
Drive positive culture and morale through recognizing, rewarding and empowering staff.
Optimize and coordinate workflow for high efficiency and positive customer experience.
Trains and instructs team members in job duties and company policies or arranges for training to be provided.
Ensure team members have necessary training to execute effectively; build team product knowledge and overall quality.
Create, analyze and distribute monthly reporting on team performance, quality and product trends, and customer feedback relative to products and service.
Provide regular reporting to Service Manager on team members' individual and team performance.
Optimize and coordinate workflow for high efficiency and positive customer experience.
Clearly communicate performance/quality gaps with each team member through consistent on-the-spot feedback and personal 1:
1 meetings; document results.
Understand & model core values related to vision/mission of organization and department.
Collaborate cross-functionally with Engineering, Product Management, Quality and Customer Care to improve customer (internal/external)-impacting processes.
Assist in the development and presentation of technical operation and service manuals, service and parts bulletins/aids for field service agencies, customer personnel and manufacturer's reps.
Qualifications:
Associate or bachelor's degree or equivalent preferred6
years customer service experience.
2
years of leadership experience (leading cross-functional teams, senior-level role or supervising).
1
years Elkay Product Technical Service or production plant experience preferred.
Proven implementation of process improvement.
Strong desire to lead, mentor and engage people.
Enthusiastic about and energized by providing superior customer service.
Proficient in providing feedback and coaching.
Results-driven, able to delegate and motivate people for results.
Communication:
active listening; clearly and succinctly explain ideas both verbally and in writing.
Demonstrated ability to effectively flex to communication styles and personality types different from one's own.
Able to creatively problem solve; process-improvement focused.
Strong prioritization and time management skills.
Proven flexibility and adaptable to changing business needs.
Learning agility.
Advanced knowledge of MS Office Suite, specifically Outlook, Word, Excel, PowerPoint and Teams.
Total Rewards and BenefitsCompetitive SalaryMedical, Dental, Vision, STD, LTD, AD&D, and Life InsuranceMatching 401(k) ContributionHealth Savings AccountEducational ReimbursementMatching Gift Program Equal Opportunity Employer - Minority/Female/Disability/Veteran Recommended Skills Maintenance Testing Troubleshooting (Problem Solving) Preventive Maintenance Repairing (Computer Systems) Production Equipment Controls Estimated Salary: $20 to $28 per hour based on qualifications.
We're a fast growing, publicly traded company (NYSE:
ZWS), with an enduring reputation for integrity, giving back, and providing an engaging, inclusive environment where careers flourish and grow.
Named by Newsweek as One of America's Most Responsible Companies and an Energage USA Top Workplace, at Zurn Elkay Water Solutions Corporation, we never forget that our people are at the center of what makes us successful.
They are the driving force behind our superior quality, product ingenuity, and exceptional customer experience.
Our commitment to our people and their professional development is a recipe for success that has fueled our growth for over 100 years, as one of today's leading international suppliers of plumbing and water delivery solutions.
Headquartered in Milwaukee, WI, Zurn Elkay Water Solutions Corporation employs over 2800 employees worldwide, working from 24 locations across the U.
S.
, China, Canada, Dubai, and Mexico, with sales offices available around the globe.
We hope you'll visit our website and learn more about Zurn Elkay at If you're ready to join a company where what you do makes a difference and you have pride in the work you are doing, talk to us about joining the Zurn Elkay Water Solutions Corporation family! Job
Summary:
Responsible for the supervision of the Product, Technical and Dispatch teams focused on installation needs, product troubleshooting and water delivery warranty product warranty service.
Identifies, designs, and implements process improvements leading to a positive impact on the customer experience and the organization.
Is focused on ensuring high performance of the team, coaching and development.
Has direct accountability for making personnel decisions including executing performance management processes necessary to drive the expected goals and service levels for the Product, Technical & Dispatch team.
Responsibilities:
Drive positive culture and morale through recognizing, rewarding and empowering staff.
Optimize and coordinate workflow for high efficiency and positive customer experience.
Trains and instructs team members in job duties and company policies or arranges for training to be provided.
Ensure team members have necessary training to execute effectively; build team product knowledge and overall quality.
Create, analyze and distribute monthly reporting on team performance, quality and product trends, and customer feedback relative to products and service.
Provide regular reporting to Service Manager on team members' individual and team performance.
Optimize and coordinate workflow for high efficiency and positive customer experience.
Clearly communicate performance/quality gaps with each team member through consistent on-the-spot feedback and personal 1:
1 meetings; document results.
Understand & model core values related to vision/mission of organization and department.
Collaborate cross-functionally with Engineering, Product Management, Quality and Customer Care to improve customer (internal/external)-impacting processes.
Assist in the development and presentation of technical operation and service manuals, service and parts bulletins/aids for field service agencies, customer personnel and manufacturer's reps.
Qualifications:
Associate or bachelor's degree or equivalent preferred6
years customer service experience.
2
years of leadership experience (leading cross-functional teams, senior-level role or supervising).
1
years Elkay Product Technical Service or production plant experience preferred.
Proven implementation of process improvement.
Strong desire to lead, mentor and engage people.
Enthusiastic about and energized by providing superior customer service.
Proficient in providing feedback and coaching.
Results-driven, able to delegate and motivate people for results.
Communication:
active listening; clearly and succinctly explain ideas both verbally and in writing.
Demonstrated ability to effectively flex to communication styles and personality types different from one's own.
Able to creatively problem solve; process-improvement focused.
Strong prioritization and time management skills.
Proven flexibility and adaptable to changing business needs.
Learning agility.
Advanced knowledge of MS Office Suite, specifically Outlook, Word, Excel, PowerPoint and Teams.
Total Rewards and BenefitsCompetitive SalaryMedical, Dental, Vision, STD, LTD, AD&D, and Life InsuranceMatching 401(k) ContributionHealth Savings AccountEducational ReimbursementMatching Gift Program Equal Opportunity Employer - Minority/Female/Disability/Veteran Recommended Skills Maintenance Testing Troubleshooting (Problem Solving) Preventive Maintenance Repairing (Computer Systems) Production Equipment Controls Estimated Salary: $20 to $28 per hour based on qualifications.
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