Field Service Supervisor

Primary Function

Lead, develop, and inspire a geographically dispersed team of field service professionals who deliver exceptional customer experiences across North America.

The Field Service Supervisor is responsible for driving consistency, quality, and operational excellence across field service operations.

Key Responsibilities

• Develop plans and align work and resources so that customer needs, contractual obligations, and service work is completed within appropriate timeframes and meets quality expectations.
• Work cross-functionally to develop improvements to service processes and drive organizational adoption of tools identified to increase efficiency and effectiveness.
• Collaborate with service leadership to develop service offerings that enables a shift in our business model from “reactive” to “proactive” and focuses on customer satisfaction and engagement.
• Develop and manage remote field service team(s) where potential business is high and where major customers are identified.  Participate in development, measurement and driving of service KPIs.
• Includes direct people management responsibility including staffing and performance development.
• Provides constructive feedback, conveys performance expectations and may handle sensitive issues.
• Build and maintain relationships with internal and external business partners, including, Engineering, Operations, Order & Parts, Project Management, Sales, Training, Technical Support, teams.
• Solicit and apply customer feedback (internal and external) to drive continuous improvement.

Background Experience

• Demonstrated success leading and managing remote employees across a large geographic territory.
• Experience in resource planning and managing employee performance.
• Strong written, verbal, and interpersonal communication skills with the ability to influence stakeholders at all levels.
• Working knowledge of ERP systems such as SAP, Epicor, or similar business management platforms.
• Proficiency in Microsoft Office Suite.
• Ability to travel up to 25%; travel is typically minimal for this position.

Education / Training / Experience

• Bachelor's degree from an accredited college or university and a minimum of five (5) years of related leadership experience; OR a high school diploma/GED with an additional four (4) years of relevant leadership or service management experience.
• Strong leadership, coaching, and team-building abilities.
• Ability to work independently and make sound decisions in a dynamic environment.
• Adaptable, resourceful, and customer-focused with a continuous improvement mindset.
• Demonstrated ability to analyze and resolve problems.
• Demonstrated ability to lead programs / projects.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to stand; walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit.  The employee will infrequently have lift or move up to 75 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The employee is exposed to moving mechanical parts.  The noise level in the work environment is usually moderate.