Field Service Supervisor

Description

The Field Service Supervisor will be responsible for overseeing the day-to-day operations of the field service team, ensuring that on-site maintenance and troubleshooting efforts are scheduled, effectively handled, and customer issues are resolved in a timely manner. This role will require a technical background, excellent leadership skills, and the ability to adapt to changing support needs. The successful candidate will play a crucial role in maintaining high levels of customer satisfaction and driving the team's performance to meet established metrics.

Requirements

• Reporting Structure: Reports directly to the Field Operations Manager.

• Team Leadership: Lead and supervise a team of field service representatives when they are supporting customers on-site, providing guidance, direction, and support to ensure the team's success.

• Scheduling & Coordination: Works closely with the Field Office Administrator to develop, maintain, and adjust Field Service Representative (FSR) schedules to meet customer and project demands. Efficiently assign on-site tasks to team members based on their skillsets and availability, considering the changing support requirements on a daily basis.

• Third-Party Contractor Coordination: Builds and maintains strong working relationships with third-party field service contractors; coordinates their services, defines scope, and schedules work as required to support field operations

• Customer Issue Resolution: Oversee and ensure the timely and effective resolution of customer issues, aiming for high levels of customer satisfaction.

• Work Order Management: Creates and manages Work Orders, ensuring each includes a clear and detailed scope of work, required resources, timelines, and customer expectations.

• Closing & Reporting Oversight: Oversees and ensures FSRs complete accurate and timely field reports and properly close Work Orders, Work Order Line Items, and Service Appointments in accordance with company procedures and performance expectations.

• Technical Expertise: Maintain a good understanding of our products/services and stay up to date with changes and updates to ensure accurate support. Deep technical expertise support will be provided to this role by others.

• Training and Development: Identify training needs and provide ongoing coaching and development to team members to enhance their technical skills and customer service capabilities.

• Process Improvement: Continuously evaluate and optimize support processes to enhance efficiency and customer satisfaction.

• Collaboration: Collaborate with other departments, including product development and sales, to provide valuable customer feedback and contribute to product/service improvements.

• Reporting: Generate regular reports on team performance, KPIs, and trends to senior management.

Qualifications

• Bachelor's degree in a relevant technical field or equivalent work experience.

• Proven experience in technical support or a related field.

• Strong leadership and team management skills with the ability to motivate and encourage the team to achieve targets.

• Excellent communication and interpersonal skills to interact with team members, customers, and other stakeholders.

• Sound problem-solving abilities and the capability to make effective decisions under pressure.

• Proficient in using CRM systems and reporting tools.

• Ability to adapt to changing priorities and handle multiple tasks simultaneously.

• Customer-focused mindset with a passion for delivering exceptional customer service.

Benefits

• 401(k) with company matching

• Medical, dental, and vision insurance

• Disability and life insurance

• Flexible Spending Account (FSA)

• Employee Assistance Program (EAP)

• Paid Time Off (PTO)

• Tuition reimbursement

EPC Power is an Equal Opportunity Employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.