Field Service Supervisor

About the role

The Field Service Supervisor role is crucial for the Engraving Solutions business, focusing on operational oversight, logistics coordination, data management, customer advocacy, continuous improvement, and team development.

Responsibilities

• Operational Oversight - Manage all customer service activities for the Field Services Team, ensuring every follow-up is handled promptly and within department protocols.
• Logistics Coordination - Orchestrate the team's itinerary by allocating service requests, balancing workloads, and staying flexible as personnel availability changes.
• Data Management - Utilize CRM to keep precise records and leverage data to evaluate the overall performance of the team.
• Customer Advocacy - Ensure high satisfaction through professional communication, acting as an escalation point for difficult issues and collaborating with leadership for resolutions.
• Continuous Improvement - Regularly evaluate field support processes to identify and implement meaningful improvements.
• Team Development - Monitor staff performance by setting clear goals and providing mentorship and constructive feedback necessary for professional growth.

Requirements

• Associate degree, equivalent technical school education, or comparable work experience.
• Minimum 5 years of experience in a customer service or technical support role supporting users via phone, email, chat, and in-person, with at least 1 year of experience as an escalation contact preferred.
• Ability to lead a team toward high service standards while consistently meeting internal metrics.
• Excellent critical thinking, organizational, research, and multitasking skills.
• Strong knowledge of Salesforce or similar operating systems, along with an understanding of databases, networking databases, and other technical components.
• Ability to support travel including overnight when needed, approximately 20%.
• Valid drivers license required.

Qualifications

Gravotech has been a global leader in direct part marking and laser engraving since 1938. Gravotech machines are used by more than 60,000 customers around the world, from large consumer brands and industrial manufactures to professional engravers and small retail customers alike. In 2024, Gravotech joined Brady Corporation's global portfolio of brands. Brady is a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room - Brady is just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities. Gravotech products help enable Brady's full range of industrial identification solutions in industries around the world. We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2025, Brady employed approximately 6,400 people in our worldwide businesses. Our fiscal 2025 sales were approximately $1.51 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com.

Skills

Excellent critical thinking, organizational, research, and multitasking skills.

Benefits

Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision
Paid time off and holidays
Opportunity to participate in incentive programs for all full-time employees
Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance
Education reimbursement opportunities
Scholarship program for children of Brady employees
A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities
Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)
Dress-for-your-day dress code
Charitable contributions matched through Brady's Matching Gift program