Services Supervisor

Position: Contract Services Supervisor
Location: North Prairie

Who Are We?

Have you ever gone into a grocery store or convenience store for things like milk, bagged salads, or frozen pizza? The coolers and freezers you find those and other food products in are what we do!! Zero Zone is a manufacturer of reach-in and open refrigerated and frozen food display cases as well as the refrigeration systems that work behind the scenes to cool the cases, keeping the food fresh!

We also make powerful industrial refrigeration systems for food warehousing, pharmaceuticals, and even ice rinks!

Our company is structured across 2 divisions – the Display Case Division, located in North Prairie, WI, Waukesha, WI, and Mukwonago, WI and the Refrigeration Systems Division, located in Ramsey, MN and Dyersville, IA.What Are We Like?

At Zero Zone, you will be a valued member of the Zero Zone team, able to take ownership of your own career path. We believe in hard work, teamwork, collaboration, and respect, and we have grown through dedication to our

Purpose:

“Preserving customer valuables through refrigeration.” For over 60 years, we have been a leader in refrigeration, and our people are well known for exceptional customer service. We also believe we are the COOLEST coworkers (pun intended)! This is an opportunity for you to make a difference in the refrigeration industry with one of the top leading manufacturers in the country! Come grow with us!!

What Can We Offer You?

Vacation and Personal Hours (after only 30 days!)Competitive Wages Comprehensive Benefits Package (medical, dental, vision, life insurance, STD, LTD, AD&D, HSA/FSA, EAP)401k and Profit Sharing
10 Paid Holidays Flexible Schedules Casual Dress Code Wellness Programs and Incentives Steel Toe Reimbursement Employee Engagement Programs One-time Home Computer Reimbursement And more!

What will you do?

Lead the team responsible for dispatching and providing service support to key customers and contractor partners. The teams’ work is executed through means of phone calls, emails, and online customer portals.

Essential Responsibilities:

Manage and mentor service coordinator professionals to support customer service needs.

Coach, reward, and develop employees for optimal satisfaction and performance.

Train employees to execute duties within company business management software and other software platforms.

Maintain tracking of service requests for key customers and ensure resolution within standards.

Support the team with robust processes to execute service requests and processing of payments and invoices in an efficient and accurate manner.

Utilize metrics and reporting to drive daily management of work tasks.

Provide service request, invoicing, and service trend data to internal functional areas and customers.

Develop and maintain processes to support the team in accurately honoring and enforcing warranty agreements.

Grow and develop the strength of Zero Zone’s refrigeration contractor network.

Maintain agreements with refrigeration contractor partners.

Monitor failure trends and repeat field service events to provide additional support and focus.

Coordinate with Zero Zone Customer Service Technicians to provide field support when warranted.

Work with the team on developing tools to support accurate and appropriate service fee allowances to refrigeration contractor partners.

Review and resolve contractor work orders and invoices considered to be exceptions.

Review and address customer complaints and concerns.

Participate in the development and management of the department operating budget and forecast.

Other duties as assigned.

Requirements for Effective Performance:

This position requires an Associate degree or equivalent from two-year college or technical school; or 3 to 5 years related experience and/or training; or equivalent…