What are the responsibilities and job description for the Field Service Supervisor position at Burke Porter, an Ascential Technologies Brand?
Team Supervision Development
- Supervise the daily work of field service technicians and other assigned service personnel while maintaining an active, hands-on role in field service delivery.
- Assign work, communicate priorities, monitor progress, and adjust resources to support customer and project requirements.
- Provide on-the-job coaching, technical guidance, and development support; identify training needs and coordinate training with the Director of Operations.
- Reinforce company and department policies, procedures, schedules, quality expectations, and standards of conduct.
- Provide timely feedback, recognize strong performance, address performance or conduct concerns, and contribute to formal performance reviews in partnership with the Director of Operations and Human Resources.
- Coordinate and execute aftermarket requests for spare parts, replacement components, repairs, preventive maintenance, equipment upgrades, and other post-installation services.
- Partner with customers, sales, engineering, purchasing, manufacturing, and vendors to clarify part requirements, obsolescence concerns, lead times, pricing inputs, and delivery expectations.
- Prepare and follow-through of spare-parts and service quotations, including scope, labor, travel, materials, freight, assumptions, and customer requirements.
- Personally support or complete aftermarket and spare-parts activities when needed, including technical review, parts identification, estimating, customer follow-up, and coordination through delivery.
- Help prioritize urgent spare-parts needs and equipment-down situations, and communicate status and risks to customers and internal stakeholders.
- Monitor aftermarket and spare-parts orders through completion, helping resolve technical, sourcing, documentation, shipment, and customer-service issues.
- Identify opportunities to expand aftermarket support through recommended spares, preventive maintenance, upgrades, service agreements, and lifecycle support.
- Coordinate technician schedules and field assignments for installations, startups, troubleshooting, repairs, preventive maintenance, equipment upgrades, warranty work, and other service activities.
- Balance supervisory responsibilities with direct execution of billable and non-billable service work based on customer demand, technician availability, and business priorities.
- Confirm field readiness before deployment, including scope, drawings, documentation, tools, parts, materials, site requirements, safety expectations, travel arrangements, and customer contacts.
- Lead pre-job reviews and daily coordination for complex or high-risk assignments.
- Monitor scope, schedule, labor hours, expenses, and completion status; promptly communicate variances or risks.
- Help manage changes in scope by documenting the request and coordinating authorization before additional work is performed.
- Ensure service work is closed out with complete and timely service reports, time and expense entries, parts usage, customer acknowledgment, and follow-up items.
- Provide first-line technical and operational support to field personnel and assist with troubleshooting and issue resolution.
- Coordinate with engineering, manufacturing, project management, vendors, and other internal resources when escalation or additional expertise is required.
- Communicate professionally with customers regarding site readiness, service status, technical concerns, schedule changes, and next steps.
- Help ensure customer issues are resolved satisfactorily while protecting safety, quality, scope, schedule, and company interests.
- Regularly perform customer-site and remote service work, including installation support, startup, troubleshooting, repair, preventive maintenance, upgrades, and technician coverage.
- Lead by example in following company and customer safety requirements, site procedures, lockout/tagout expectations, and required personal protective equipment practices.
- Conduct or support pre-task planning, job hazard discussions, and incident or near-miss follow-up.
- Ensure field employees understand and follow applicable work instructions, documentation requirements, and quality procedures.
- Support and maintain required service documentation and regulated deliverables, including applicable GAMP and ISO procedures.
- Identify recurring safety, quality, or service issues and recommend corrective or preventive actions.
- Review service reports and field feedback for completeness, trends, repeat issues, and improvement opportunities.
- Support tracking of service performance indicators such as response time, on-time completion, first-time fix rate, repeat calls, utilization, and customer satisfaction.
- Help develop and improve standard work, checklists, tools, templates, and field service procedures.
- Share lessons learned and technical knowledge with technicians and cross-functional teams.
- Assist the Director of Operations with staffing plans, workload forecasting, outside service resources, and special projects as assigned.