Service Support Supervisor

At MacDonald-Miller Facility Solutions("MacMiller") we. As the Northwest's leading mechanical contracting firm, we design, deliver and service HVAC, plumbing and automation system solutions for commercial buildings. With our over 1500 employees across14offices, there is a breadth and variety of work to keep you engaged and inspired.

We enjoy a well-respected history of exceeding our customers' expectations and. Our clients trust their toughest projects with our integrated teams, including:

• New construction -Engineering, fabrication and installation of mechanical systems for new projectsfollowing leanconstructionpractices
• Special projects-Retrofits and mechanical repairsfor existing buildings for new efficiencies
• Service - scheduledpreventativemaintenance ensuring tenantcomfort,and 24/7 emergency response
• Building performance-Controlsystems, fault detection,energy services and remote monitoring
• Performance Contracting -- Sustainable Solutions: Acting as the Prime Contractor, we deliver design-build energy-efficient solutions in the built environment for private and public sector clients

People love to work at MacDonald-Miller, and it's because we all share the same

• Diverse players, one team, a common vision. Collaboration is our foundation and critical to the success of the company. Every team member is valued and brings a diversity of strengths to help us meet our common vision.
• We are dedicated to personal and professional excellence. We execute with distinction by doing the right thing and following through on our commitments.
• Everyone deserves a safe workplace. Safety is more than hardhats and boots, it's an attitude and the environment we create. Every day, everyone goes home to their families.
• We are proud to be part of MacDonald-Miller. We actively seek to build relationships and know each other as individuals. Together we create an environment that is welcoming, caring, and trusting.
• We are committed to continuous. Innovation is how we stay an industry leader. We always strive to challenge and better ourselves.
• Take the work seriously, but never take ourselves too seriously. It's possible to be both serious professionals and good-natured people you enjoy working with. We strive to be both.

Service Support Supervisor: This is where you come in.

We're seeking a Service Support Supervisor who will supervise daily call center operations, ensuring high-quality customer service. This role manages call center associates, oversees compliance with company policies during team meetings, and provides performance feedback, including conducting reviews and mentoring new staff. The lead representative efficiently handles escalated customer inquiries and implements strategies to boost satisfaction. Responsibilities also include collaborating on service issues, preparing performance reports, and analyzing data for improvement. They excel in building customer trust, leading by example, and promoting a collaborative work environment.

Top Priorities to Deliver in your First Year to Be a Hero:

• Lead with Purpose: Facilitate regular team meetings to refine service practices, track performance, and share critical updates.
• Develop Talent: Train, mentor, and onboard new team members, building their skills in scheduling procedures and software to drive individual and team success.
• Monitor & Measure: Leverage call monitoring and performance metrics to assess team effectiveness and identify areas for improvement.
• Drive Operational Excellence: Partner with management to streamline workflows, enhance efficiency, and elevate service delivery.
• Foster Growth: Provide ongoing performance feedback, conduct reviews, and actively support team development and engagement.
• Champion Customer Satisfaction: Handle escalated customer issues with professionalism and urgency, implementing solutions that enhance the overall customer experience.
• Communicate Clearly: Ensure transparent, timely communication within the team and across departments to maintain alignment and consistency.
• Analyze & Act: Regularly review performance data and implement strategic action plans to drive continuous improvement and results.

The Service Support Supervisor role reports to Ashley Skelton - Service Coordination Manager, on a collaborative team working on various projects and initiatives to support our growing business.

Your Background: What kind of person will thrive in this role?

You should bring...

• Performance-Driven Mindset: A resourceful problem-solver who delivers results, embraces continuous improvement, and consistently gets the job done.
• Self-Awareness: Committed to personal growth with a learning mindset; authentic, trustworthy, and able to build positive relationships across all levels of MacDonald-Miller.
• Active Participation: Shows up ready to learn, coach, and lead; understands that every story has multiple perspectives and champions MacDonald-Miller's culture-helping move the team forward to places we couldn't reach alone.

How others would describe you...

• Positive, proactive, and someone who takes full ownership of your work.
• Thrives in fast-paced, deadline-driven environments with strong client-facing abilities and a collaborative team spirit.
• Highly organized, with excellent multitasking and time management skills.
• Demonstrates sound judgment and strong critical thinking in decision-making and problem-solving.

And you should be motivated by...

• You are empowering yourself to learn how to do something. If you need a ton of handholding or a micro-manager boss, this is not the place for you.
• Working in a lean, results-oriented environment, you'll be expected to do more, take on more, and achieve more yearly.
• Having fun in an environment high on transparency, open to innovative new approaches with a supportive family feel

Compensation: $36-$42/hr

MacDonald-Miller Facility Solutions presently provides employee coverage for:

• Medical, dental, vision for employees(coverage available for dependents for shared premium).

• 401k retirement plan including Company matching.

• Vacation and Sick Compensation (PTO), and Holiday Pay!

• Disability income protection including short term and long-term disability.

• Employee and dependent life insurance.

• Wellness Program.

• Employee Assistance Program.

Where you will work

Our Seattle HQ office (17930 International Blvd, SeaTac, WA 98188) has easy access to the SeaTac International Airport, ample secured parking, and newly renovated office facilities - not to mention great views! Neighborhood amenities include an onsite deli, restaurants, and convenient freeway/airport access. This is a hybrid role, requiring you to work in the office two days a week and allowing you to work from home for the remaining three days.

Interested in learning more?

If you're ready for an adventureand are interested in being considered for this role, click apply to start the conversation! Or if you know someone who currently works at MacDonald-Miller, reach out to them to get introduced to the team!

MacDonald-Miller Facility Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran