Thermal Care, part of the Piovan Group, is a leading manufacturer of process cooling equipment and systems for applications worldwide. As an ISO 9001 certified manufacturer, Thermal Care provides heat transfer equipment for over 50 industries and specializes in meeting the specific needs of our customers by offering both standard and custom designed industrial process cooling solutions. Some of the industries served include plastics, laser, heat treating, food processing, machine tool, plating, anodizing, chemical, die casting, optical coating, and printing. 

Role

The Service Supervisor at Thermal Care oversees the daily operations of the service department, ensuring seamless coordination between service personnel, technical support, and customer-facing processes. This role involves scheduling service activities, managing documentation, and maintaining high-quality customer interactions to meet or exceed expectations. The Service Supervisor is responsible for generating reports, processing invoices, and optimizing workflows while providing leadership and fostering a collaborative team environment. This position plays a critical role in driving efficiency, resolving issues, and supporting the company’s commitment to delivering reliable process cooling solutions.

Duties and Responsibilities 

• Supervise service personnel and processes, including phone support administrator, and tech support
• Schedule all service and start-ups with the Service Manager
• Communicate schedule with the service personnel and weekly management
• Verify the sending of pre-install and start-up documents to customers
• Submit documentation relative to outstanding issues and initiate action to resolve them
• Provide status reports on weekly and monthly basis, including base metrics to improve process
• Process accounting, Month end close outs
• Review reports of service, expense, installation, parts transaction and all other documents required
• Generate predetermined and time and material invoices for start-ups, non-warranty service calls, freight charges and remaining installation jobs
• Create and receive purchase orders
• Process internal documents to close orders as well as route the documents
• Understand customer expectations and system specifications and meet or exceed customer expectations
• Develop loyalty with the customer to acquire repeat business
• Maintain, troubleshoot and order supplies as needed for office equipment and service department personnel