Onsite Supervisor

This position is a Team Leader who helps supervise employees and assist with employee performance, technical, and personnel matters. The Onsite Supervisor will also help with day-to-day customer service focused on delivering integration, installation, and break/fix remediation for business-critical audiovisual communications systems and equipment.

• This position is a Team Leader who helps supervise employees and assist with employee performance, technical, and personnel matters. The Onsite Supervisor will also help with day-to-day customer service focused on delivering integration, installation, and break/fix remediation for business-critical audiovisual communications systems and equipment.

• Develop, adopt and deliver best practice service levels across all onsite team; ensure that onsite staff are meeting or exceeding all contractual SLAs w.r.t. onsite service
• Assist Service Delivery Manager with Continuous Service Improvement (CSI) program with client and drive change
• Understand and identify Key Performance Indicators for successful engagement of company business at client sites
• Directly manage Onsite AV Technicians, and support all onsite staff
• Promote and drive team collaboration, and maintain team morale
• Ensure every team member completes a Skills Gap Analysis and has a Personal Training & Development Plan, which is reviewed regularly
• Implement continuous performance management and appraisals for all onsite staff
• Conduct regular 1-on-1 meetings with all direct reports
• Ensure all onsite staff maintain attire, professionalism and customer service standards as are appropriate to client expectations, and specific regional differences between client offices
• Assist with enhancing, informing and changing the Client perspective of AV strengths, products and service ranges
• Devise and deliver promotional activities, and assist Service Delivery and Account Managers wherever possible
• Help to promote the value of company onsite staffing services
• Collect statistical data including Service Level Agreement performance, management information, team performance and other business metrics for regular reporting.
• Participate in monthly / quarterly Service Review Meetings with client
• Drive the creation and enhancement of all onsite documentation (including Standard Operating Procedures (SOP) and Onsite Staff Handbooks). Ensure documentation processes and procedures are maintained in accordance with Client and company requirements
• Work with Regional Service Managers to ensure backfill for onsite staff PTO / emergency callouts
• Devise coverage plan that is consistent with client’s holiday schedule
• Travel to various job sites as required

Other duties assigned as needed

• Ability to manage and direct projects to completion
• Proven ability to significantly contribute toward or lead operation initiatives with a results-oriented approach
• Demonstrated leadership and management skills in a team-oriented, collaborative environment
• Exceptional strategic thinking and structured problem solving skills
• Excellent communication and interpersonal skills, both verbal and written
• Proficiency in various business productivity systems
• Ability to balance multiple tasks with changing priorities
• Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization
• Self-starter capable of working independently and ensuring to meet deadlines
• Excellent communication and interpersonal skills, both verbal and written
• Valid Driver’s License and a Motor Vehicle Record that meets AVI-SPL driving standards

• Minimum high school diploma or equivalent
• Bachelor’s Degree preferred
• Minimum 3-5 years’ supervisory experience
• Demonst…