Service Supervisor

Position Overview

The Service Supervisor is responsible for leading the planning, coordination, and execution of all service activities, including troubleshooting, warranty support, preventive maintenance, and emergency response. This role oversees internal service technicians, manages customer service requests, and ensures 24/7 availability for critical support needs. The Service Supervisor works closely with engineering, project management, sales, and customers to deliver timely, high‑quality service while maintaining Fori’s standards and driving continuous improvement across the department.

Key Responsibilities

Resource Planning & Scheduling

• Lead forecasting, allocation, and scheduling of all service resources, including internal technicians.
• Develop and maintain detailed weekly schedules for the service department.
• Track and maintain resource history, experience, location, certifications, and equipment assignments.

Customer Support & Issue Resolution

• Respond to customer service requests, warranty claims, and equipment failures across all customer sites.
• Ensure 24/7 availability of the Fori helpline for customer support.
• Meet with customers to discuss open-service issues and ensure timely resolution.
• Provide comprehensive service updates to internal and external stakeholders as needed.

Field Team Leadership & Development

• Supervise and support service technicians across controls, electrical, mechanical, and pipefitting disciplines.
• Support and monitor training, skill development, and technical growth of the service team.
• Conduct employee performance reviews and participate in career development planning.
• Assist with onboarding of new technicians, including site‑specific safety orientations.

Cross‑Functional Collaboration

• Collaborate with sales and estimating to resolve customer issues, support quote evaluations, and ensure accurate service scope definitions.
• Work with mechanical and controls engineers throughout all phases of service activities when technical support is required.
• Facilitate clear communication between engineering, project management, and field personnel.

Process Oversight & Quality Assurance

• Ensure consistency in service RFQs, documentation, site reporting, and standard processes across all service work.
• Oversee service procedures and implement improvements to increase efficiency, response time, and customer satisfaction.
• Ensure all service work meets Fori and customer standards, quality expectations, and safety requirements.
• Maintain and improve department service dashboards and performance metrics.

Project & Site Support

• Ensure all service work orders, reports, and customer documentation are completed accurately and on time.
• Perform site manager duties as required to support field activities or customer emergencies.
• Support resolution of payroll discrepancies and administrative issues related to field staff.

Service Growth & Revenue Development

• Develop and implement strategies to increase service group revenue through improved customer engagement, service offerings, and utilization.
• Identify opportunities for expanded service contracts, preventive maintenance programs, and aftermarket support.

Qualifications

Preferred Experience & Skills

• High School Diploma or equivalent, technical degree preferred
• Minimum of 5 years of experience in site and installation lead.
• Minimum of 7–10 years of industry experience.
• Prior experience supervising service technicians or skilled trades personnel.
• Strong troubleshooting and problem‑solving abilities across mechanical, electrical, and controls systems.
• Experience in managing service schedules, customer requests, and field resources.
• Excellent communication and customer‑facing skills.
• Experience leading on-site and off-site service personnel.
• Strong leadership, team coordination, and organizational skills.
• Ability to handle fast‑paced environments and emergency response situations.
• Knowledge of safety protocols, technician onboarding, and field service best practices.
• Ability to travel up to approximately 10%.
• Valid U.S. Passport and ability to travel to Canada.
• Experience with Concur and ERP systems (Epicor preferred).
• Experience in Microsoft Office (notably excel, and project).

Work Environment

• Combination of office-based planning and field supervisory work.
• Requires occasional travel to customer sites for troubleshooting, meetings, or oversight.
• On‑call availability for emergency support as required.