Field Service Supervisor

About the role

DOCUmation is a privately-owned technology solutions company that provides IT, print, and software-managed services to businesses and other organizations throughout Texas. Headquartered in San Antonio, TX, our company has been serving customers for more than 30 years. This position is responsible for direct-field level (80-90% employee/customer direct) service management and a typical span of control of five to ten Field Technicians. Functions of the job include delivering superior service quality, financial revenue and cost management in line with budgetary goals and employee development as it may pertain to overall company objectives. The ability to interpret data-points relative to performance standards and to translate these measures into minimum individual employee performance expectations. Administering career-counseling focused on employee development as it pertains to reaching and sustaining company performance goals, customer satisfaction, financial health and other company objectives as outlined by senior management. This position is responsible for working cohesively with other functional groups / department heads to ensure the team is focused in support of the overall company vision, mission, goals and objectives.

Responsibilities

• Leadership & Customer Satisfaction: Manage and lead the Field Services team to deliver exceptional customer service and achieve market performance targets.
• Team Development & Workforce Planning: Oversee staffing, training, and development to ensure a skilled and balanced team; manage vacation and workload distribution.
• Cross-Functional Collaboration: Coordinate with other departments to drive cohesive efforts across the branch.
• Performance & Quality Management: Implement and monitor quality improvement programs, administer performance management, and resolve escalated service issues.
• Financial & Resource Management: Manage contracts, optimize resources, and meet budget goals to support department profitability.
• Technology Integration: Ensure the service team stays aligned with evolving technology and industry trends.
• Administrative & Professional Standards: Complete all administrative responsibilities on