Field and Internal Service Supervisor

About the Role

As a Service Operations Supervisor at XOS, a Water Quality company within Veralto, you will oversee day-to-day internal and field service operations, ensuring adherence to safety, quality, and delivery standards. You’ll lead and develop service teams, manage customer escalations, drive continuous improvement, and maintain compliance with regulatory requirements. This role requires strong leadership, technical expertise, and the ability to balance operational priorities while fostering collaboration across teams.

Responsibilities

• Service Operations: Supervise daily internal and field service operations, set priorities for technicians, and ensure standardized processes for installation, calibration, testing, repair, and packaging.
• Leadership & Team Integration: Lead, coach, and develop service teams, manage onboarding and skill development, address performance issues, and foster collaboration between internal and field service teams.
• Customer Support & Escalations: Handle customer and channel partner escalations, manage communication strategies, and deliver technical training.
• Documentation & Compliance: Prepare for and follow up on internal service audits, ensure compliance with regulatory, safety, and quality standards, and maintain service documentation.
• Quality & Continuous Improvement: Review service performance data, identify trends, implement corrective actions, and promote continuous improvement practices.
• Business & Operational Management: Own KPIs for service teams, translate business objectives into actionable goals, and collaborate with cross-functional teams to resolve technical issues.
• Problem Solving & Decision Making: Troubleshoot operational and personnel issues, diagnose root causes, lead corrective actions, and escalate complex issues with data-driven recommendations.
• Miscellaneous: Perform other duties as needed, with up to 20%–30% travel required.

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.
• 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.
• Effective communication and collaboration skills, with physical ability to support service work as needed.

Critical Success Factors

• Apply sound judgment to resolve technical, operational, and personnel issues.
• Identify root causes of recurring problems and implement corrective actions.
• Effectively manage performance, provide coaching, and resolve conflicts.
• Escalate complex issues with clear data and recommendations.

Pay

The compensation range for this role is $85,000 - $105,000 USD per year.

Benefits

We offer a comprehensive package of benefits, including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees.