Operations Supervisor

BELTSVILLE, MD 207051364
United States

Application Closing Date
Manages Others
Experience Required
Degree Required
From $50,000
Per Year    
Employment Type
Work Schedule
Some Travel

Job Description


Operations Supervisor


The primary function of this position is to guarantee quality service, customer satisfaction, and department profitability through the training and retraining of qualified service technicians while monitoring customer satisfaction and quality status of each account accordingly. These goals will be fulfilled by working with the service division manager(s) to achieve the objectives set forth and exercised by this positions’ roles and responsibilities listed below.

*** This position reports to: Division Manager(s)




  • Maintain prompt and regular attendance each day
  • Maintain a professional attitude and appearance (the uniform will be provided.)
  • Be professional, courteous and helpful when dealing with customers
  • Follow processes, procedures and all paperwork flow associated with this position
  • Willingness to accept constructive criticism to improve quality of work and improve performance
  • Excel in both organizational and communication skills

  Personnel Management (For Assigned Service Technicians and Installers)
   Personnel Management/Leadership includes:

  • Training and development of service technicians and installers
  • Uphold company policies and procedures, and remind them to technicians and installers frequently
  • Daily interaction for coaching, problem solving, and conflict resolution
  • Active participation with each division associate to show proper learning styles and maintain motivations
  • Determine individual needs and apply leadership skills to address these needs
  • Formal appraisals, performance/action planning with Division Managers that provides direction and developmental goals for service technicians and installers
  • Minimum of monthly scheduled performance/action plan meetings with each technician and installer to track progress on performance objectives, give feedback and guidance
  • Participation in individual formal review process and recommendations for pay increases with Division Manager
  • Involvement in hiring, documentation and dismissal practices for technicians and installers
    Customer Service/Quality Control:

· Follow-up with all customer complaints daily and weekly and keep Quality Control         Roster 

1. Ensure accounts are visited often enough to meet divisional guidelines and satisfy individual customer needs

2. Provide monthly priority list for scheduling quality checks

3. Update quality control roster weekly

4. Provide customers with feedback and quality control reports for each visit with time frames for completion

5. Maintain customer profiles and inventories regularly

·       Provide customers with add-on sales, moves, and redesign work

·       Build strong relationships and ensure customer satisfaction at each account.  Establish minimum requirements for contacting customers and see that technicians and installers are doing this on a consistent basis


A.      Initial Training Period - See that all new division employees complete training program within the nine-week training period.  A copy of the initialed and dated program is provided to service manager to be filed in company employee files

1.       On the job technical training

a)       Horticultural procedures

b)       Pesticide procedures

c)       Provide written and verbal tools for training

d)       Train associates for recognition of high quality standards

        2.       Training customer relations with new employees

a)       Introduce technician to each contact per account

b)       Teach proactive and consistent contact procedures and specific questions to ask contact about service

c)       Take care of customer requests/complaints properly

         3.   Company procedural training

a)       What our maintenance contract involves

b)       Paperwork flow and operating processes and procedures

c)       Clear understanding of the responsibilities of the job description

d)       OSHA and safety procedures

e)       Pesticide regulations: safety equipment available and all processes and procedures adhered to for all service technicians and installers such as but not limited:

·         Verify each associate had been fully trained and give signature in office employee files

·         Check out chemical needed to treat inventory with all direct reports on a daily basis

·         Identify all service technicians and installers when spraying any chemical

·         Store and maintain chemicals in OSHA approved containers at all times

B.            Ongoing Individual Training

1.       Trouble shoot to prevent customer complaints by making employees roster change

2.       Continue to establish and uphold high quality standards

3.       Monitor replacements costs with each inventory at account to determine correct varieties and modification of maintenance practices to prevent replacements

4.       Write reports that enable the technician and installers to learn new skills and techniques

5.       Technical updates

6.       Design principles

7.       Develop and train employees to do technical trouble shooting

8.       Create effective and individualized training



·         Cover routes with morning and afternoon sick call-ins to assign replacement technicians and installers

·         Monitor timecards for efficiency and provide solutions for routes that regularly incur overtime

·         Work with individual team members on how to complete weekly schedule when behind

·         Re-route for schedule purposes within own geographic areas as accounts are added or deleted.  Meet with technicians for suggestions on more efficient scheduling

·         Determine special service needs with technicians and installers, and provide the strategy to accomplish them with other divisions


       Time sheets:

·         Approves time sheets for assigned technicians and installers, and report to division manager

·     Monitor and receive approval from division service managers for when overtime is truly needed by service technicians prior to overtime being worked

·         Prioritize time management and train staff accordingly


       Other Responsibilities:

·         Fill in for maintenance, install, replacement, and holiday work when necessary

·         Contribute to the overall profitability of the company by performing work more efficiently and reducing costs

·         Continuous and regular recommendations for associates to improve their work habit


       Personal Development Goals:

       ·  Attend leadership seminars provided by the company
·  Read leadership, team, and total quality books
·  Time management


              · Basic Computer knowledge (MS Excel, Word and Outlook)


Rolling Greens Inc
Joy Yamada
BELTSVILLE MD 20705-1364
United States