Color Operations, Helpdesk Supervisor

The purpose of this position is to provide project management, data analytics, customer service, and Service Now Field Service Management product management while leading the hotline in the PSG Color Operations organization.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships

1. Color Operations Project Management

• Provide project management of operational, IT, and/or business initiatives for special projects needed to support the Color Operations Business Unit
• Attend, lead, and/or participate in meetings and provide leadership within the department.
• Identify and schedule project or program deliverables, milestones, and tasks. Assist in defining scope, deliverables, success criteria and key metrics of the project in conjunction with Director and other key stakeholders.
• Work with Color Operations Finance Supervisor to run analysis and track financial impact of special and strategic projects.
• Recommend and develop best practices, techniques and tools for project planning, execution, tracking, communication, and key performance metrics with leadership.
• Share lessons learned and best practices across programs, building relationships with stakeholders and broker relationships at all levels.
• Lead Change Management preparations and implementations both internal to the PSG Color Operations team and other customers that the change will affect.

2. Service Now Field Service Management (FSM), Color Operations Product Management o Manage and maintain the Service Now FSM Color Ops templates and ensure processes are designed updated as software changes.

• With support from Director, defines long-term and short-term product vision, strategy and roadmap.
• Gathers inputs for product backlog and then provides suggestion on prioritization.
• Connect with each team and maintain alignment across all team(s) for changes to be made.
• Act as the voice of the end use customer (Color Ops Techs, Hotline, and finance teams, outsource vendors and contractors), to modify and deliver best customer experience.

3. Help Desk Operations and Customer Service o Manage the daily operations of the Color Operations hotline. Adjust schedules and route incoming calls throughout the day as call volume and staffing dictates.

• Maintain a fully staffed and well qualified hotline team that works together to deliver prompt and effective solutions, service, and training to our customers, on-site, written, and orally in a high stress level call center environment.
• Ship and/or order replacement parts and systems for defective Color Matching, Paint Shaking and Automatic Tinting equipment as necessary.
• Work with Store Computer Operations software development team to keep them informed of field problems and software issues. Update the Store Computer Operations (SCO) help desk when applicable.
• Provide feedback, training, coaching to hotline agents as needed to ensure quality and consistent customer service. Maximize over the phone resolution, to minimize field technician dispatch.
• Prepare and analyze telephone activity reports for the team and Director on a weekly, monthly, and annual basis.

4. Employee Development and Engagement o Facilitate the professional and technical growth of team members.

• Facilitate open sharing of knowledge and ideas to promote employee engagement.
• Provide real time coaching and feedback for direct reports.
• Conduct formal performance reviews and address performance concerns.
• Create a culture of diversity and inclusion and a positive cooperative work environment.

FORMAL EDUCATION:

• Required:
  • Bachelor's degree in business, finance, science, technology field or 12 years of experience
• Preferred:
  • MBA
  • PMP certification

KNOWLEDGE & EXPERIENCE:

• Required:
  • Minimum 5 years of experience in one, or more of the following fields: Operations, finance, project management, customer service, R&D technical.
  • Experience in project management, or a functional leadership role on large, complex operational, IT or business projects.
  • Experience with leading a team and managing performance.
• Preferred:
  • Working knowledge of Store Computer Operations, Paint Stores Operations, or Color Operations.
  • Tinter/shaker equipment knowledge and/or experience.
  • Experience supporting large or complex multi-functional projects, including business or system maintenance or integrations.
  • Fundamental knowledge of project management methodology, tools, and techniques.

TECHNICAL/SKILL REQUIREMENTS:

• Required:
  • Strong systems/process orientation with demonstrated analytical thinking, organization skills, decision making, and problem-solving skills.
  • Ability to prioritize and execute tasks in a fast-paced, deadline-oriented environment.
  • Proven ability and initiative to learn and research new concepts, ideas, and technologies quickly.
  • Strong written and oral communication skills
  • Ability to work in a team-oriented, collaborative environment.
  • Experience with training/coaching/mentoring others
  • Proven ability to build relationships.
  • Microsoft Office products Word, Excel, and PowerPoint.

PHYSICAL REQUIREMENTS:

• Must be able to sit, stand, hear, and see on a constant basis.
• Must be able to walk, write, and type on a frequent basis.
• Must be able to lift and carry up to 50 pounds.
• Must be able to climb and descend stairs.
• Must be able to bend, carry, reach, push, and pull on an occasional basis.
• Must be able to communicate verbally and in writing.
• May work indoors and outdoors as needed. Exposure to heat up to 120 degrees and cold to 0 degrees.
• May work in areas where noise level is such that hearing protection is required.
• May work in areas where toxic, flammable, and hazardous materials are present.
• May be exposed to varying amounts of dust and dirt.
• Employee must be able to operate a computer and communicate via telephone.
• Some travel to other locations, meetings and/or seminars is required.

TRAVEL REQUIREMENTS: 10%