Field Service Supervisor

Reporting to the Field Service Manager, the Field Service Supervisor is responsible for overseeing the daily operations, performance, and development of the Field Service Technician team. This position ensures technicians are effectively scheduled, supported, and equipped to provide high-quality installation, maintenance, troubleshooting, repair, and customer support services. The role serves as the primary liaison between field technicians and internal departments to facilitate timely issue resolution and ensure customer satisfaction.

Essential Functions include the following:

• Supervise, coach, and provide day-to-day directions to Field Service Technicians, including assigning work, monitoring workloads, and ensuring timely completion of service requests
• Organizes and prioritizes work to meet department and customer demands promptly, accurately, and efficiently
• Monitor technician performance by establishing expectations, providing regular coaching and feedback, conducting performance evaluations, and addressing performance concerns in accordance with Company policies
• Provide technical guidance and support to technicians during equipment installations, repairs, troubleshooting, commissioning, and preventive maintenance activities, as needed
• Collaborate with other internal departments to resolve technical issues and improve service processes
• Review and approve field service reports, expense reports, time records, and other required documentation for accuracy and completeness
• Ensure compliance with company policies, customer requirements, quality standards, and applicable safety regulations
• Support the development and implementation of standard operating procedures, service documentation, and continuous improvement initiatives
• Identify training needs and coordinate technical and professional development opportunities for Field Service personnel
• Monitor departmental metrics, productivity, service response times, and customer satisfaction, and recommend process improvements
• Participate in recruiting, interviewing, onboarding, and mentoring new Field Service Technicians
• Maintain effective communication with customers, providing professional updates regarding service activities, project status, and issue resolution
• Other duties as required

Supervisory Responsibility

This position directly supervises Field Service Technicians and carries out supervisory responsibilities in accordance to company policies.

Position Type/Expected Hours of Work

This is a full-time position. Hours of work are expected to align with the Company’s normal business hours, Monday-Friday.

Required Education and Experience to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• High school diploma or equivalent required. Bachelor’s degree in Electronics Technology, Electrical Engineering, with relevant work experience preferred. Equivalent combinations of education and experience will be considered.
• 3-5 years of supervisory or team leadership experience required
• 3 years of field service, technical support, equipment installation, maintenance, or technical experience related within a manufacturing, industrial, or electronics environment
• Proficiency with Microsoft Excel and Microsoft Office applications
• Ability to read and interpret electrical schematics, wiring diagrams, assembly drawings, technical manuals, and engineering documentation
• Strong analytical and problem-solving skills with the ability to make sound decisions under pressure
• Exceptional verbal, and written communication skills with the ability to communicate effectively with customers, technicians, engineers, and management
• Ability to work independently while effectively collaborating across departments
• Strong attention to detail with a high degree of accuracy
• Excellent organizational and time management skills with the ability to prioritize multiple projects simultaneously

Travel

Approximately 10% domestic travel is required. Travel may include customer locations, training, project support, and other business-related activities.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This role requires regular sitting, standing, and walking throughout the workday. Requires the frequent use of hands and fingers to operate a computer, keyboard, telephone, and other standard office equipment. Work is performed in a combination of a typical office setting and a manufacturing/warehouse environment.