Field Service Supervisor

We are looking for a Field Service Supervisor who is passionate about our core mission – to customize and deliver the best and highest quality solutions to our customers. The Field Service Supervisor will support the company's mission, vision, and values.

The Field Service Supervisor is responsible for performing the general duties of a Field Service Engineer as well as assisting the Field Operations Manager (FOM) with maintaining various administrative, technical, and training tasks.  The position will also be responsible for managing a defined group of Field Service Engineers and Technicians within a region.

Essential Duties and Responsibilities:   

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to assist individuals with disabilities to perform these essential functions. 

• Provides on-site preventative maintenance, minor repairs, performance verifications, calibrations, and software/hardware upgrades on EMSAR supported equipment.  
• Establishes and maintains close communication with assigned customers to ensure maximum operational visibility.  
• Responsible for customer satisfaction pertaining to services provided.  
• Responsible for following quality practices specified by EMSAR and product vendors.  
• Manages assigned work orders and document all facets of the work product in EMSAR’s Computerized Maintenance Management System (CMMS).  
• Provides accurate and timely reporting of service status and escalations.
• Maintains a professional appearance at all times with regard to dress code and personal appearance as well as tools and equipment.  
• Controls and maintains all EMSAR assets, including tools, parts, and test equipment needed to preform work tasks.  
• Promotes teamwork and cooperation between EMSAR associates and partner staff.  
• Works regularly with the appropriate dispatcher for work assignments.  
• Maintains a safe work environment, follows safety instructions/training, and utilizes appropriate safety equipment.  
• Follows client quality requirements pertaining to services provided.  
• Supports and applies appropriate quality system processes.  
• Assists with the maintenance of the EMSAR quality system processes including continuous improvement. 
• 70% of the time is spent in the field 
• Other duties as assigned. 

Supervisory Responsibilities:   

• Directly supervises all employees in assigned region and carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. 
• Preforms assigned associate’s annual performance evaluations. 
• Responsible addressing and resolving complaints from associates and customers, as well as rewarding and disciplining associates. 
• Assure scheduling and calendar accuracy to promote team productive. 
• Track productivity (minimal non-productive time – NPT), progress, and metrics. 
• Report daily activity and payroll submissions. 
• Provides technical assistance as needed. 
• Assists with mentoring, onboarding, training of assigned associates. 
• Works closely and directly with FOM, Account Engagement Managers, Group VP’s, Quality, Human Resources, and Training Departments. 
• May work with divisional clients to assist between the division, engineer and client. 
• 30% of time spent performing supervisory duties. 

Minimum Qualifications:

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform successfully in this position.  

• 3 years leadership experience in a Service oriented field.
• 5 years’ experience in a Field Support related position. 
• Demonstrated experience in leading and successfully controlling financials. 
• Experience recruiting successful candidates, on-boarding new hires, setting employee goals and monitoring employee development, and effectively handling disciplinary situations. 
• Highly organized and flexible to schedule changes. 
• Ability to solve problems and possess strong written and oral communication skills. 
• Must have basic knowledge using Outlook, Word, Excel, PowerPoint, and Adobe. 

Preferred Qualifications:

• Experience managing remote direct reports.
• Salesforce/ServiceMax knowledge/experience preferred. 

Work Environment and Physical Demands:  

The work environment and physical demands described below represent the activities and surroundings of the positions.   

• Ability to travel, as needed. 
• Must be able to sit, stand, and bend for long periods of time exceeding 4 hours. 
• Ability to push, pull, drag 125 lbs and carry up to 50 lbs. with or without assistance. 
• Capable and willing to work outside the standard 8 to 5 business hours and weekends