Supervisor

Description

Job Summary: Responsible for supervising field technical teams maintaining the self-service network, ensuring quality, timeliness, and operational process optimization. Key Highlights: 1. Supervision of field technical teams and productivity management. 2. Focus on SLA compliance and continuous process improvement. 3. Inspiring leadership and professional development of the team. Responsible for supervising field technical teams maintaining the self-service network, ensuring service quality and timely resolution of service requests. Directly manages technicians’ productivity and performance, focusing on efficiently resolving the highest possible number of critical service requests daily. Ensures compliance with SLAs agreed upon with clients and branch equipment performance through continuous monitoring of performance indicators (KPIs). Collaborates with internal departments and service providers to propose improvements and optimize operational processes. Plans technical service routes and schedules third-party appointments, while facilitating alignment meetings and providing regular feedback to the team to foster professional development and continuous improvement. **Responsibilities and Duties** Manage performance indicators through qualitative and quantitative analysis of reports, defining effective strategies for service request handling workflows, with emphasis on optimizing SLA compliance for the Unit. People Management – Evaluate technician (API) performance and behavioral issues to ensure fulfillment of their respective roles and promote individual development – train, guide, manage conflicts, and monitor performance. Team Performance Evaluation – Conduct team performance evaluations to ensure team development and carry out hiring and dismissals as necessary. Collaborate with internal departments and service providers to propose improvements and optimize operational processes. Plan technical service routes and schedule third-party appointments, defining the optimal service sequence. Conduct field visits to assess technical difficulties encountered by technicians in handling service requests, identify operational process or procedure gaps, and propose improvements or escalate to support areas for tool standardization. Evaluate unproductive visits, recurring service requests (whether due to technician technical effectiveness or ATM maintenance deficiencies), recalculated availability, CA packaging, cleanup of old CAs and ALs, precarious-plus scenarios, and maximum utilization of CF and CL capacity. Supervise execution of new operational self-service projects. Identify needs and coordinate delivery of operational projects and activities requested by the Self-Service Directorate through planning and task control, ensuring scope, timeline, cost, and quality requirements are met. **Requirements and Qualifications** **Education:** Bachelor’s degree completed in Engineering, Information Systems, or Business Administration. Technical background in Computer Science or Microinformatics is desirable. **Experience:** Minimum 2 years of experience as Supervisor or Coordinator (Maintenance / Operations), PCM Analyst (Maintenance Planning and Control), or PCP Programmer (Production Planning and Control) in medium- or large-sized companies. **Specific Knowledge:** Proficiency in Windows and Office suite (Excel, Word, PowerPoint, Access). ERP system knowledge (SAP, TOTVS, ORACLE) in Materials and/or Maintenance modules. Knowledge of Field Team Management and Service Request Routing systems (ServiceMax, Salesforce, Field Service, Freshdesk, Jobber, ServiceTitan); Experience in ATM maintenance companies is a significant advantage. Willingness to travel. **Desired Behavioral Profile:** Inspiring and disciplined leadership \- engages, guides, and holds accountable with balance and respect. High accountability and ownership mindset \- ensures high-quality, committed deliverables. Resilience and emotional control \- maintains focus and composure under pressure. Organization and process orientation \- structures, monitors, and reviews operational routines. Time management and prioritization \- handles multiple tasks and simultaneous demands effectively. Strong communication and interpersonal skills \- interacts effectively across operational and managerial levels. Practical, hands-on profile \- works alongside field teams when needed. Mediation and feedback capability \- resolves conflicts and develops people through active listening and clear guidance. Flexibility and adaptability \- responds well to change and new challenges. **Additional Information** Serviços Integrados TecBan was born from experience managing the largest ATM network by withdrawal volume — Banco24Horas. After many years successfully operating Banco24Horas, we decided to share our excellence and expertise with the broader market. Serviços Integrados TecBan acts as an agent of transformation and operational management across key pillars: logistics, maintenance services, conservation, installation, and management of third-party assets and businesses. We handle complex tasks with a simple commitment: simplifying day-to-day operations for businesses and our customers. We offer modular and customizable solutions tailored to client needs across the following areas: * Field Service; * Civil works and building maintenance; * Equipment revitalization; * Laboratory for repair of circuit boards, modules, and electronic equipment; * Logistics (transportation and warehousing); * Management of equipment networks and entire infrastructure; * Performance monitoring and tracking; * And much more!! We operate numerous bases across Brazil, all equipped with advanced technological infrastructure and continuous investment in technology and security. Reiterating our commitment to diversity and inclusion, we invite Black, Indigenous, women, persons with disabilities, individuals from diverse generations and aged 50+, neurodiverse individuals, and LGBTQIAPN+ people to apply for internship, apprenticeship, and full-time positions within the TecBan Group. For more information about our diversity initiatives and values, please access our annual report and diversity guide. Diversity, access our annual report and diversity guide. Link to diversity guide \- Work With Us \| Join the TecBan Team Link to annual report \- TecBan\_RA\_2022\_Port\_10\.07\.23\.pdf (ctfassets.net) Let’s exchange knowledge to grow together. Join a selection process that values those who make things happen. Come join our Team!!!