Service Ops Supervisor

Pavion Corp
United States, Kentucky, Louisville
1720 Watterson Trail (Show on map)
Jan 02, 2025
Description Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries. As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service. With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients' needs. Learn more at www.pavion.com Pavion and our family of companies are seeking a talented and motivated Service Ops Supervisor to join our security business unit. Primary Responsibilities: Supervise day-to-day operation in the Customer Care Department Respond to customer service issues in a timely manner Consistently deliver incredible customer service experiences by offering knowledge, advice, and answering questions and concerns Delegate and direct service activities for planned and unscheduled maintenance work or installations Advise and direct team members on process, products and services, and service delivery Monitor workload and provide forecasting for planned and ad hoc work Maintain good working relationships with internal departments and vendor partners Ensure safe working environment for technicians and administrative staff Assist with recruiting, hiring, onboarding and training Assess, identify, and coordinate training needs for team members Regularly audit work product to ensure accurate reporting and adherence to quality standards Performs or delegates various administrative tasks to manage and monitor service performance Monitor service goals related to customer satisfaction and productivity Review and assess service statistics to identify areas for improvement Create and monitor effective customer service procedures, policies, and standards in coordination with the Customer Care Director Manage budget, workload, and resources related to service activities Work with management team to identify process improvement areas Provide timely and accurate reporting on all projects to customers and Pavion Access and update on a daily basis customer websites for Service requests, site findings, quote approvals and billing needs Mobilize subcontractors when necessary to address site requirements Provide support to Service and Project Teams as needed Access customer websites remotely to assess site needs Maintain competent understanding of CTSI services, products, and industry sectors Meet or exceed individual goals Other duties as assigned Basic Qualifications: High school diploma 5+ years of experience in customer service, helpdesk support, or technical support Proficiency in Microsoft and Google platforms, including Excel and Docs Preferred Qualifications: Experience with CCTV security systems Ability to read and interpret site plans/layouts Experience in managing multiple locations and timelines Intermediate to advanced computer skills, strong written and verbal communication, strong customer service background Problem solver, ability to deliver results, organized and efficient, team player Solid understanding of management principles and techniques. Excellent leadership and interpersonal skill Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment. Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)