What are the responsibilities and job description for the Field Service Supervisor position at Anritsu Infivis Inc?
Regional Service Supervisor (East/West)
Anritsu is a leader in industrial quality assurance / inspection & detection equipment including X-ray, metal detection, and checkweighers. Anritsu provides vital industrial machines to the food and pharmaceutical industries to support compliance, profitability, and safety.
Summary / Objective
The Regional Service Supervisor is responsible for leading, developing, and supporting a geographically assigned team of Field Service Engineers. This role ensures consistent execution of service standards, technical excellence, and customer satisfaction across the region. The Regional Service Supervisor serves as the first-line escalation point for customer issues, oversees open service projects within the territory, and works closely with Field Service Engineers to advance technical capability, performance, and professional development.
The position requires a strong blend of technical expertise, leadership, and operational execution, with frequent collaboration across Service Operations, Technical Support, Scheduling, Parts, and Sales.
Essential Functions
Field Team Leadership & Development
- Provide direct leadership, coaching, and performance management to Field Service Engineers within the assigned region
- Ensure service standards, safety practices, and technical procedures are consistently implemented and followed
- Conduct regular ride-alongs, field audits, and on-site evaluations to support development and quality execution
- Identify individual and team training needs; partner with Service Operations Manager and Technical Support team to close skill gaps
- Support onboarding, mentoring, and ongoing development of new and existing Field Service Engineers
- Foster a culture of accountability, professionalism, and customer focus
Technical Oversight & Escalation Management
- Act as the primary point of escalation for customer service issues within the region
- Provide advanced technical support and guidance to Field Service Engineers as needed
- Coordinate with Technical Support on complex troubleshooting, root-cause analysis, and corrective actions
- Ensure timely resolution of escalated issues while maintaining customer communication and confidence
- Capture lessons learned and feed back into training and process improvement efforts
Project & Workload Management
- Manage and oversee open service projects within the assigned territory, including installations, system upgrades, validations, and corrective action plans
- Coordinate project execution timelines, resource allocation, and customer expectations
- Monitor regional workloads, backlog, and utilization; collaborate with Service Scheduling to balance capacity
- Support inter-regional coordination when business needs require workload sharing or coverage support
Operational Excellence & Process Adherence
- Ensure consistent use of CRM, service documentation, reporting tools, and administrative processes
- Review and approve service reports, project documentation, and required customer deliverables
- Enforce compliance with company policies, safety regulations, and regulatory requirements (including RSO, HACCP, PM/PM where applicable)
- Identify opportunities for process improvement and partner with Service Operations on implementation
Cross-Functional Collaboration
- Work closely with Service Scheduling, Parts, Technical Support, and Sales teams to ensure seamless customer experiences
- Support sales efforts by providing technical insights, service planning input, and field execution support where needed
- Serve as a regional service representative in internal meetings and planning discussions