Customer Service Supervisor

PURPOSE STATEMENT:
The Customer Service Supervisor performs first-line supervisory duties in planning, organizing, coordinating, scheduling, and directing activities and personnel involved with the service and repair of residential, commercial, and industrial gas-fired appliances and equipment. Assures quality and safety of service and repairs. Responsible for meeting all company-defined compliance requirements impacting this activity.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

Supervises and coordinates the functions and workers associated with/engaged in the installation, inspection, testing, repair and adjustment of all gas utilization appliances, equipment, and designated systems for residential, commercial, and industrial users. Responsible for the job performance and conduct of assigned personnel ensuring efficient and effective response, quality work, safe operation of repaired/serviced appliance/equipment/system. Ensures proper maintenance, security, and stocking of vehicles assigned to this activity.
• Performs the following:
  • Field audits to evaluate workmanship and adherence to standards including work performed by service technicians and service technicians in training. Provides oversight and inspection of work performed by others in the department which affects the gas distribution system and customer connections including work performed by contractors, manufacturers, plumbers, and customers.
  • Performs troubleshooting and repair as required to include calculating of customer's load (sizing meter/regulator; sizing gas piping; sizing second stage and appliance regulator; sizing high pressure piping) and calculating gas loss as required.
  • Inspection of testing equipment and tools for proper care, calibration, and functioning; takes corrective action as necessary.
  • The compilation, updating, and general maintenance of all required service manuals and schematics ensures that each service center has the necessary service manuals.
  • Maintenance of parts inventory. Ensures availability of parts; purchases and specifies parts, tools and material as needed.
  • Interacts with customers, contractors, and governmental agencies. Investigates and resolves customer issues or problems. Coordinates with various company and outside personnel such as plumbers, vendors, consultants, engineers, to resolve issues.
  • Ensures compliance with local plumbing code, NFPA code, and manufacturer's specifications and/or company-established standards/procedures.
• Assists the Customer Service Superintendent in other activities as required, e.g. responding to customers and governmental agencies; assuming his duties in his/her absence.
• Performs as first-responder and Site Commander for callouts and emergency situations as necessary or required.
• Keeps abreast of the latest technology and equipment codes and regulations impacting this activity as well as specialty and diversified products serviced by the Company - develops training courses as may be necessary.
• Prepares or completes reports and metrics as requested; reviews documentation submitted by assigned personnel for accuracy and completeness; prepares and/or approves timesheets of Service Technicians and Dispatchers; prepares lesson plans and trains personnel as required; Collaborates with the Manager at Step 1 of the grievance procedure in the Collective Bargaining Agreement; recommends personnel action.

OTHER FUNCTIONS/RESPONSIBILITIES:

• Complies with all safety rules and cooperates in the fullest in the promotion of safety and safe work habits, to include the reporting of any unsafe conditions or acts. Maintains all EH&S training on a current basis.
• Complies with all applicable corporate and Hawaii Gas policies and procedures.
• Maintains assigned work area and equipment in a clean, orderly and safe manner; performs housekeeping duties as required and/or instructed.
• Subject to 24/7 callouts for operational support.
• Performs all other related duties as instructed by manager.

Required Education and/or Work Experience:

• Associate or technical school degree in electronics or industry-related field. Five (5) years of successful in-field experience in the job duties described may be considered as equivalent substitute for educational requirements.
• Five (5) years of industry experience or demonstrated ability for this line of work with proven technical competence in diagnosing and servicing all types of gas-fired appliances and equipment.
• Good working knowledge of applicable Company policies and procedures impacting this activity.
• Good working knowledge of applicable Federal, State and Country regulations impacting this activity.

Preferred Education and/or Work Experience:

• Bachelor's degree in a technical discipline.
• Working experience in a Union environment.
• Good working knowledge of NFPA 54, 58 and 59, Uniform Fire Code and gas sections of county plumbing codes.
• Good working knowledge of OSHA 29CFR3.
• Familiar with National Electric Code, and PUC tariffs.

Required Licensure, Certification, Registration or Designation:

• Must possess a current Hawaii Driver's license with a clean traffic abstract.