Field and Internal Service Supervisor

About the Role

Service Operations Supervise day-to-day internal and field service operations across applicable products, ensuring adherence to safety, quality, and delivery expectations. Act as a working coach with sufficient technical depth to support coverage during staffing gaps when required. Set daily and short-term priorities for technicians, balancing customer commitments, capacity, and operational targets. Ensure consistent execution of standardized service processes for installation, calibration, testing, repair, and packaging.

Responsibilities

• Lead, coach, and develop internal and field service teams, reinforcing accountability, engagement, and continuous improvement.
• Own career development, onboarding, and skill development planning for service associates.
• Address performance concerns through timely feedback, coaching, and corrective actions aligned with company policy.
• Foster strong collaboration between internal service, field service, and cross-functional partners.
• Support all customer and channel partner escalations, work with Services Manager, and help with managing communication and resolution strategy.
• Deliver and support technical training for customers and channel partners.
• Determine when to escalate issues further and ensure data-driven communication with leadership and stakeholders.
• Own preparation, execution, and follow-up for all internal service audits, including corrective action tracking.
• Ensure service documentation, reporting, and records meet regulatory, safety, and quality requirements.
• Maintain awareness of relevant compliance requirements, including radiation safety, onsite field safety and service reporting standards.
• Review service performance data, identifying trends related to output, quality, safety, and downtime.
• Drive corrective actions, retraining, or process updates to improve performance and prevent recurrence.
• Promote and reinforce continuous improvement practices across the service organization.
• Own KPIs for both internal and field service teams, ensuring accuracy, visibility, and follow-through.
• Translate business objectives and customer requirements into actionable goals for the service organization.
• Partner with peer supervisors and functional leaders to allocate resources, adjust staffing, and respond to changing priorities.
• Interface with Engineering, Quality, and Maintenance teams to resolve technical issues and support operational improvements.
• Use judgment to identify, troubleshoot, and resolve operational and personnel issues affecting service performance.
• Diagnose root causes of recurring service, quality, safety, or capacity challenges.
• Lead corrective actions and track effectiveness to ensure sustainable improvement.
• Escalate complex issues requiring cross-functional alignment, providing data-based recommendations.
• All other duties as needed for the business.

Qualifications

• 8+ years of experience in service, manufacturing, or related technical environments supporting electro-mechanical systems.
• Demonstrated leadership or supervisory experience in service or operations environments.
• Advanced troubleshooting, problem-solving, and decision-making skills applied across internal and field settings.
• Strong working knowledge of service workflows, quality systems, safety practices, and continuous improvement principles.
• Proven ability to document service activity, audits, and corrective actions accurately and consistently.
• Effective communication and collaboration skills, with the physical ability to support service work as needed.
• Applies sound judgment to resolve technical, operational, and personnel issues impacting service delivery.
• Identifies root causes of recurring service or quality problems and implements corrective actions.
• Effectively manages performance, providing coaching, guidance, and conflict resolution when required.
• Knows when and how to escalate complex issues, supplying clear data and recommendations for resolution.
• Travel Requirement: Up to 20% - 30%

Pay & Benefits

• Compensation range: $85,000 - $105,000 USD per year.
• Comprehensive benefits package including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees.