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Field Support Supervisor in Franklin Township, NJ at William Demant Group

Date Posted: 3/6/2018

Job Snapshot

Job Description

 The OneRetail Field Support Supervisor will lead the interaction with field leadership to ensure that company initiatives are implemented and executed properly including Operational Excellence reports and results. The position will leverage data, technology and identify knowledge/training gaps to support the sales organization, diagnose issues, and ensure that solutions are designed with a focus on accuracy and efficiency. This supervisor will continuously evolve operational excellence to meet the needs of the business.

  •  Create and implement communication plans pertaining to company initiatives for sales leadership.
  •  Prepare and present Operational Excellence data as well as other corporate initiatives on regular bi-monthly calls to regional meetings
  •  Track, plan and communicate an executive summary after each meeting.
  •  Assist VP of Organizational Development with creation and communication of needed field training.
  •  Collaborate in updating/managing SOP’s and reports to support the operational needs in the field.
  •  Analyze reports and identify regions and territories needing improvement. Assist RSD in improvement plans where needed.
  •  Look for knowledge gaps to ensure the correct items are reviewed in Field Support meetings.
  •  Collaborate with Operational Analysts to present Operation Excellence performance indicators for sales leadership.
  •  Identify and escalate issues that arise in the field to the correct departments in the Home Office and ensure resolution is delivered.
  •  Create momentum and foster organizational change.
  •  Other duties that are assigned

duties as assigned.

  •  Bachelor's degree in business or education and five years of relevant work experience, or a combination of education and relevant on the job experience
  •  At least two years of experience in a corporate or business setting, preferably in a training or technical support role
  •  Proven ability to lead by example, foster mentoring relationships as well as build and maintain rapport
  •  Ability to train remote field support employees in the needs of different departments within an organization.
  •  Computer knowledge and skills including Microsoft Office products
  •  Detail oriented, organization skills with outstanding verbal, written, multi-tasking and presentation skills
  •  Previous customer care/service required (Relevant hearing product, healthcare, and medical billing/insurance process understanding a strong plus, but needed training will be provided)
  •  Ability to ask core probing questions/troubleshoot, research, utilize all available resources, apply sound judgment, interpret policy
  •  Possess an attitude of flexibility and adaptability that matches the pace of our continuously progressing business

     Considerate of customer’s needs and desired outcome while providing the best possible resolution to an issue

     Ability to work well independently and with a team to successfully achieve a common mission and goal and shift priorities as needed to resolve or escalate all support interactions

Key Competencies:

 Presentation skills


Relationship Management

We are an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status


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