Field Service Supervisor

About the role

The Field Service Supervisor plays a crucial role in supporting the company's mission, vision, and values. They are responsible for performing the general duties of a Field Service Engineer while also assisting the Field Operations Manager (FOM) with various administrative, technical, and training tasks.

Responsibilities

• Provides on-site preventative maintenance, minor repairs, performance verifications, calibrations, and software/hardware upgrades on EMSAR supported equipment.
• Establishes and maintains close communication with assigned customers to ensure maximum operational visibility.
• Responsible for customer satisfaction pertaining to services provided.
• Responsible for following quality practices specified by EMSAR and product vendors.
• Manages assigned work orders and documents all facets of the work product in EMSAR’s Computerized Maintenance Management System (CMMS).
• Provides accurate and timely reporting of service status and escalations.
• Maintains a professional appearance at all times with regard to dress code and personal appearance as well as tools and equipment.
• Controls and maintains all EMSAR assets, including tools, parts, and test equipment needed to perform work tasks.
• Promotes teamwork and cooperation between EMSAR associates and partner staff.
• Works regularly with the appropriate dispatcher for work assignments.
• Maintains a safe work environment, follows safety instructions/training, and utilizes appropriate safety equipment.
• Fulfills other duties as assigned.

Supervisory Responsibilities

• Directly supervises all employees in assigned region and carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Performs assigned associate’s annual performance evaluations.
• Responsible for addressing and resolving complaints from associates and customers, as well as rewarding and disciplining associates.
• Affirmative action and equal employment opportunity compliance.
• Assures scheduling and calendar accuracy to promote team productivity.
• Tracks productivity (minimal non-productive time – NPT), progress, and metrics.
• Reports daily activity and payroll submissions.
• Provides technical assistance as needed.
• Assists with mentoring, onboarding, and training of assigned associates.
• Works closely and directly with FOM, Account Engagement Managers, Group VP’s, Quality, Human Resources, and Training Departments.
• May work with divisional clients to assist between the division, engineer, and client.

Qualifications

• Minimum 3 years of leadership experience in a Service-oriented field.
• Minimum 5 years’ experience in a Field Support related position.
• Demonstrated experience in leading and successfully controlling financials.
• Experience recruiting successful candidates, on-boarding new hires, setting employee goals and monitoring employee development, and effectively handling disciplinary situations.
• Highly organized and flexible to schedule changes.
• Ability to solve problems and possess strong written and oral communication skills.
• Basic knowledge using Outlook, Word, Excel, PowerPoint, and Adobe.