Field Service Supervisor

Duties And Responsibilities

• Provide technical support for assigned technicians and their territories
• Train newly hired technicians in the field
• Work closely with staff and field technicians to promote safety initiatives, quality control and training to ensure safety protocols are implemented and enforced
• Mentor assigned technicians; provide continuing education and training
• Manage technicians' performance reviews, timecards, PTO and on-call
• Resolve all customer callbacks for assigned areas
• Provide exceptional support to both internal and external customers

Team Management & Performance

• Maintain communication with the team, providing feedback, guidance, training and encouragement to impact results
• Work closely with dispatch team to drive efficiently and productivity
• Perform random periodic checks of assigned technicians

Customer Service

• Resolve all customer callbacks for assigned areas
• Provide exceptional support to both internal and external customers

Skills, Education, And Competencies

• Strong customer service skills, proper phone etiquette and customer centric
• Excellent verbal and written communication skills for both internal and external customers
• Strong relationship-building skills within an active, communicative, fast-paced team environment
• Able to take initiative to help motivate the team and keep members safe, focused, and productive
• Journeyman-level or equivalent professional experience
• 1+ years prior supervisory experience in a service-focused industry
• Experience managing a diverse group of roles and responsibilities

Physical Requirements And Working Conditions

• Work is performed in a normal office environment
• The employee is frequently required to sit, stand, walk, hear, see and talk
• Specific vision abilities required by this job include close vision requirements due to computer work
• Light to moderate lifting may be required
• All employees may be required to visit a customer site and/or complete a ride along with a field technician as part of their employment