While my official title at Bode Equipment Company and Service Handling Equipment Company is Office Supervisor, a more apt description might be “Jack of All Trades.” Like many employees in a small office, I am responsible for a little bit of everything. I oversee the daily accounting and book keeping for both companies. I also work hand-in-hand with our Service Supervisor to schedule, coordinate and dispatch six service technicians, in addition to any other odds and ends that so frequently crop up in a small office.
Each of our companies has its own service department. I am responsible for dispatching our six service technicians on installations and service calls. It is a science to match each technician to the right job. We keep track of each tech’s strengths and weaknesses and match them to each job accordingly. Organization is key. We stay in constant contact with our service techs and keep a service board to keep track of where they are and where they are headed.
Good communication is key to success. I act as a liaison between the sales and service departments. I keep the sales team notified about the status of their installations and work with our Service Supervisor to put together the schedule for our service technicians. I am always in contact with our technicians as they update me about their status, and I let them know where they are headed the rest of the day.
Recently, we have outfitted all of our service techs with tablets. The software on these tablets allows our technicians to fill out their work orders, take a picture of the completed project and then immediately upload it to our system. We are able to go back and look at the pictures whenever we need them and verify that the job is complete. It also makes communication much quicker. Rather than having to pull off the road to write down an address, we can email it to them and in one click they can get GPS directions.
My job today is almost unrecognizable compared to the responsibilities I had when I joined the company six years ago. Over the years I have been trusted with more and more tasks. To stay current, I undergo consistent training. I have attended several seminars including a supervisor training course, service department best practices training and a customer service course.