Service Supervisor

  • Empire Cooler Service Inc
  • Chicago, IL, USA
  • Sep 28, 2019
Full time Front Desk and Night Auditors Office and Administrative Support

Job Description

Empire Cooler Service is the leading supplier of refrigeration and ice making equipment in the Chicago area. We are a family owned company with roots dating back to 1932. We sell, lease and service equipment to the largest restaurant, hotel, and hospitality groups in the Midwest. We are a white-glove services company whose every day aim is to anticipate and exceed our customer's needs. For nearly a century we have been available at any time for any reason to support our equipment. We are viewed as a critical dependable resource, one our customers rely upon to successfully compete in the everchanging hospitality market.


Job Summary: The Service Supervisor is responsible for oversight of all equipment service repairs and schedules. Such includes quoting, invoicing, warranty, parts processing, fleet management, and tool inventory as well as communicating with customers to ensure all work has been accomplished meeting strict quality standards. This position will regularly exercise discretionary and substantial decision-making authority. This position requires an autonomous self-starting individual who can coordinate effectively with the Dispatch Manager, can foresee and resolve challenges with only general supervision and minimal direction.


Essential Job Duties and Responsibilities:

  • Successfully manage the completion of daily in-field service repairs within the Chicagoland area and select states outside of Illinois
  • Interact positively with customer personnel and provide accurate and timely information regarding repair status
  • Plan route assignments, adjust works schedules and allocate resources effectively to meet productivity goals
  • Anticipate and resolve customer complaints in a timely manner
  • Receive and dispense repair parts to technical service personnel
  • Conduct team status meetings and participate in personnel reviews
  • Handle, investigate, and resolve employee grievance and complaints in cooperation with Human Resources
  • Manage performance to key indicators
  • Counsel service employees and administer appropriate disciplinary measures in accordance with company policies
  • Prepare quotations to provide for maintenance or service at multiple locations
  • Manage data assets necessary to ensure accurate time, location and works records
  • Consistently identify areas of process improvement and ways to enhance productivity
  • Recruit, develop and assist in staff training, including interviewing of technical personnel
  • Set a collaborative and professional tone for the organization
  • Strong knowledge and use of Microsoft Office products
  • Basic understanding of ERP systems and routing scheduling software; knowledge of ESC desirable
  • Knowledge of Sales Force
  • Available to work different shifts as required, including occational weekends
  • May be required to be occasionally on-call
  • Demonstrates ability to develop teams and learn leadership skills
  • Can prioritize and multi-task under strict deadlines


Minimum Job Requirements:

  • Two years' associate degree in a technical field
  • Five years' work experience managing technical in-field service teams
  • Demonstrated strong independent work ethic
  • Strong organizational skills
  • Ability to communicate quickly and effectively in-person, over the phone and in writing
  • Handles pressure well, with an optimistic, positive persona
  • Team oriented with demonstrated track record at delivering superior customer service
  • Knowledge of industry safety practices and OSHA compliance techniques


Empire Cooler is committed to a strong and diverse workplace. We are a family owned company with deep core values grounded in personal integrity, ethics, superior customer service, and safety. We are looking for talented people who embody these values.

We offer competitive pay, vacation time, and generous benefits including health and retirement plans. We provide both technical training and our continued growth provides solid advancement opportunities. We are an Equal Opportunities Employer and welcome all qualified candidates.