Job Description:

Position Overview:

The Supervisor of Service Labor initiates and coordinates data, cost reporting and analysis using statistical techniques. Duties include involvement with data mining, reporting, identifying trends. Oversee the dealer and 3rd party service provider network, direct hire service technician, Service Provider Liaison (SPL) and Front Desk staff and their performance.

Responsibilities:

3rd party service labor management

• Analyze 3rd party service labor expenses and control costs
• Identify abuse, fraud and misuse
• Evaluate and grade performance of all service providers
• Investigate situations where Tech did not do the work assigned and resolve situation
• Collect and analyze cost and service level measurement data
• Performing trend analysis and identifying improvement opportunities using statistical analysis methods
• Determine new ways to maintain and enhance the quality of the customer experience through our service provider network
• Strategic long term planning looking 3-6 months forward for departments needs and improvements
• Track time to service and direct team to follow up on dispatches not completed within 48

Supervision of SPL staff and responsibilities:

• Proper training of SPL staff to improve quality of service provided
• Resolve escalated customer and SP calls and complaints as needed
• Daily supervision of SPL staff
• Display initiative by improving and providing motivational ideas
• Responsible for assisting Senior Director of Customer Care with staffing, terminations, disciplinary actions, training and developing SPL agents
• Ability to train in a manner that a diverse group of employees and service providers can learn, adjusting the style to accommodate different learning styles
• Monitor SPL phone and email queues and take action to maintain proper level of service
• Log in to Manager Hotline and manage availability to deliver 100% answer rate
• Track time to process labor claims and take necessary measures to pay 3rd party service providers in a timely matter
• Plan and delegate tasks to execute proactive rework projects

Work practices and desirable traits:

• All paperwork and database entries filled out completely and accurately
• Able to prioritize tasks
• Detail orientated
• Keep your work environment 5S
• Be on time for your scheduled workday

Marginal Job Functions:

• Other projects as assigned

Qualifications:

Education:

• Requires high school diploma.
• 4-year college degree preferred

Experience:

• Minimum of 1-year supervisory experience, experience in fitness industry preferred
• 1-2 years of Johnson Fitness CTS experience preferred
• Proven ability to work independently on complex projects, working with professionals with a variety of skills and backgrounds
• CRM experience preferred
• A valid drivers license is required
• Occasional travel required
• Requires good working knowledge and experience with Microsoft Excel and Word

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities.

Some of our outstanding benefits include:

• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Paid Time Off benefits
• Free access to our state-of-the-art onsite workout facility
• Product discounts
• Wellness programs

EOE/M/W/Vet/Disability

Apply Here

PI109894694