We are looking for an experienced Home Maintenance Supervisor to lead our multi-discipline maintenance operations, in Service department.
Key Responsibilities:
- Service Operations Management: Plan daily scheduling, routing, and job assignments for Home Maintenance Technicians based on specialization, service demand, and capacity.
- Service Quality & Customer Experience: Own service quality outcomes, improve First-Time Fix rates, reduce repeat service cases, and ensure timely resolution of customer complaints.
- Tools, Assets & Spare Parts: Manage technician tools and equipment, oversee spare parts issuance and reconciliation, and coordinate with Warehouse / Supply Chain on availability and shortages.
- Technician Management: Manage attendance, leave, discipline, and daily deployment while providing operational guidance and coaching to technicians.
- Performance Management: Monitor technician performance and recommend training, certification, or corrective actions when required.
- Safety & Compliance: Ensure compliance with safety standards, service procedures, and customer experience guidelines.
- Reporting & Governance: Monitor service completion, turnaround time, quality, First-Time Fix, and capacity utilization, and provide regular performance reports to management.
- Operational Escalations: Act as the key escalation point for technical, operational, and customer-related issues, proactively identifying and addressing service risks.
Essential Qualifications & Skills:
- Experience: 7–10+ years of technical experience, including 3–5 years in a supervisory role.
- Technical Expertise: Hands-on experience in Plumbing, Electrical, or HVAC; VRF, smart homes, and premium fixtures are a plus.
- Quality: Strong attention to detail with high standards for workmanship, safety, and service quality.
- Customer Experience: Professional communication skills with the ability to handle VIP customers and escalations effectively.
- Operational Excellence: Strong prioritization and problem-solving skills, with experience managing TAT and First-Time Fix (FTF) KPIs.
- Digital Skills: Proficient in digital tools for service performance and KPI reporting.
- People Leadership: Strong team management, coaching, and communication skills.
- Education: Technical Diploma or equivalent in Electrical, Mechanical, HVAC, Plumbing, or a related field.
- Core Competencies: Customer Focus, Accountability, Innovation, Collaboration, and Continuous Improvement.
