Customer Service Supervisor 1

Gaylord Industries, a leader in kitchen ventilation for over 75 years, is known for its durable systems and innovative approach, focusing on energy efficiency and labor optimization. Our products are certified to meet North American safety standards through Intertek's ETL Certification program. We prioritize relationships, with a responsive team dedicated to meeting the needs of consultants and foodservice operators.

Gaylord Industries is part of the ITW Food Equipment Group, which includes prominent brands like Vulcan, Wolf, Hobart, and more. This group is a division of Illinois Tool Works Inc., a Fortune 200 global industrial manufacturer with a presence in 56 countries and over 50,000 employees, headquartered in Glenview, Illinois.

• Schedule workload to meet customer needs.

• Track employee attendance and maintain their records in the system.

• Report team development and activities to high-level managers and HR.

• Coach, motivate, and train the team to improve performance.

• Identify and resolve personnel problems, seeking support when necessary.

• Communicate company goals, policies, and expectations.

• Provide professional customer and internal personnel support.

• Offer technical troubleshooting and repair assistance to service agents.

• Investigate and facilitate resolution of equipment and service complaints.

• Process warranty claims, orders, and documentation efficiently.

• Frequent sitting, talking, and hearing, with occasional walking, use of hands and fingers, and reaching with hands and arms is required for the job.

• Specific vision abilities, including close vision for reading blueprints and specifications, are required.

• Frequent lifting and carrying up to 20lbs, with occasional lifting and carrying up to 50lbs, is expected for the role.

Skills & Abilities

• Skills to demonstrate a proficient understanding of fundamental electrical principles, including relay logic.

• Skills to effectively troubleshoot issues related to electrical, plumbing, mechanical, airflow, temperature, and CFM (Cubic Feet per Minute) systems.

• Excellent customer-centric orientation and customer service skills.