Supervisor Field Customer Service
Pitney Bowes - Georgia

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Location: Georgia, US
A $5.3 billion company with over 28,000 employees, Pitney Bowes is a leading provider of customer communication technologies. Our software, equipment and services help businesses communicate with their customers more effectively in today’s multi-channel environment. Through our unique combination of smarter analytical tools and expertise in physical, digital and hybrid communications, we‘re helping businesses meet the many challenges of connecting with individual customers in a targeted manner. We also provide strategic outsourcing services to help organizations streamline their mail and print operations and manage critical documents.

This position will sit in our Communications Solutions business unit. This business unit provides technologies that help businesses of all sizes better communicate. We offer a full range of meters, digital color printers, inserters and sorters that enable the creation of high-impact, color customer communications, including bills, statements, marketing offers and compliance documents. Our shipping solutions serve mail centers to production shipping. We provide digital solutions so organizations can create the right relations with the right customers.

This position is accountable for providing supervisory responsibilities for a specialized team of Customer Service Representatives and/or District Support personnel in the District(s) operation and will be responsible for assisting the team in meeting all financial, technical and operational objectives. Success in this position will be measured in terms of overall team performance including financial results, customer satisfaction, employee engagement and effectiveness / efficiency of processes. In addition to the supervisory responsibilities, the Supervisor / Team Leader also has an assigned territory and is accountable for maintaining the service level of assigned product lines completely and efficiently, and completes all assigned installations in a 50% - 70% utilization partial territory. Essential Functions:
Supervisor team resources to ensure the service organization meets expectations of sales and customers in regard to service repair and installation as defined by local business needs. Schedule necessary resources to support workload, track performance against established measures and provides feedback to team members and service management. Ensures adherence to procedures, roles and responsibilities through weekly/monthly reports.
Facilitates regularly scheduled group (Team) meetings while communicating clear objectives to the team. Reviews team technical performance and training scheduling and follow-ups on coordinating and scheduling additional technical training. Communicates clear technical performance and operational objectives for the team.
Provides written and oral feedback to employees on the team regarding CSR and/or District Support Rep’s development needs. Maintains and tracks vacation/holiday/work back-up schedules for the team. Maintains and tracks accurate employee time reporting and expense reports and trains CSR’s on accurate and required utilization of the Siebel Management System.
Ensures customer satisfaction through the maintenance of product up-time to prescribed levels. Combines expert technical functional knowledge of equipment with customer application and use. Maintain high level of equipment up-time through knowledge of products/systems and customer requirements. Plans and coordinates and completes installations as required.
Successfully completes company based training programs and keeps current with applicable technologies through formal education and/or other means
Participate in activities regarding team member recruitment, development and performance, i.e. job interviews, performance reviews, development plans, skill development, define and gain approval on procurement of tools to perform job and define training requirements Qualifications Business Experience / Educational Background
Displayed Leadership skills

Strong and effective:
Organizational skills
Communication skills
Problem solving and decision making skills
Analytical and Technical skills
Proven performance (a minimum of 1 year) in field technical service and customer relations for complex business equipment and systems such as but not limited to mailing equipment, inserters, laser and thermal printers, kiosks, copiers, facsimile machines, LAN, telecommunications equipment, ATM machines
Specialization in electromechanics, electronics and computer hardware/software required
PC literacy including working knowledge of MS Office suite required
Ability to troubleshoot hardware, software and peripheral device problems
Ability to read and interpret schematics, charts, service manuals and parts diagrams required
Ability to actively solicit and deliver new billable consulting services
Strong oral and written communication and organization skills
Excellent listening, interpersonal and observation skills
Ability to adapt to changing environment in the areas of products and technology, customer personalities and customer knowledge levels
A valid driver's license with a good driving record and reliable transportation required
Ability to transport/lift up to 50 lbs.
Overtime work or stand-by services will be required as determined by customer requirements
Willingness to occasionally travel long-distance for training and customer visits required

About this company
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Pitney Bowes, a global technology company, provides shipping & mailing solutions, data management software, and location...