Field Service Supervisor

About the role

The Field Service Supervisor leads the daily execution of both installation and maintenance field operations across North America, ensuring safe, efficient, and profitable delivery of installations, commissioning, preventive maintenance, repairs, retrofits, warranty work, and modernization projects. This position serves as the primary operational leader for day-to-day field execution while supporting strategic objectives established by the Field Service Manager.

Responsibilities

• Leadership & Personnel Management
  • Lead, mentor, coach, and develop installation and maintenance field personnel.
  • Conduct hiring, onboarding, monthly coaching, and annual performance reviews.
  • Develop training plans and maintain skills matrices.
  • Enforce company policies, safety standards, and ethical conduct.
• Technical & Operational Oversight
  • Supervise machine installations, commissioning, repairs, preventive maintenance, retrofits, and upgrades.
  • Manage technician scheduling, labor utilization, and field resources.
  • Coordinate subcontractors and project execution.
  • Review service reports and ensure documentation quality.
  • Escalate complex technical issues to the Field Service Manager when required.
• Customer Service & Relationship Management
  • Partner with Sales, Applications, Engineering, Manufacturing, Technical Support, and Parts.
  • Drive customer satisfaction and proactive communication.
  • Serve as first management escalation for customer concerns.
• Service Programs & Performance Management
  • Monitor KPIs including response time, utilization, PM completion, first-time fix, and customer satisfaction.
  • Improve scheduling efficiency and workforce productivity.
  • Ensure warranty compliance and accurate reporting.
• Safety, Quality & Compliance
  • Enforce OSHA, LOTO, electrical safety, and customer site requirements.
  • Conduct safety coaching and incident investigations.
  • Drive continuous quality improvement.
• Financial & Business Responsibilities
  • Support departmental budgets and travel expense management.
  • Review labor, warranty, and billing accuracy.
  • Identify service revenue opportunities.

Supervisory Responsibilities

• Field Service Engineers
• Service Coordinator & Scheduler

Requirements

• High School diploma/GED required (Associate’s/bachelor’s degree preferred).
• 2+ years in a managerial position.
• 5+ years of working knowledge and experience within the machinery or heavy equipment industries.

Skills

• Strong leadership/supervision skills and motivation techniques.
• Proficient in interpreting mechanical and electrical drawings.
• Proficient in Microsoft Word and PowerPoint, with a basic understanding of Excel.
• Exceptional verbal and written communication skills.
• Self-starter who demonstrates initiative and commitment to quality, training, ethics, and increasing sales and customer satisfaction.
• Ability to work independently while using critical thinking and problem-solving skills.
• Experience with industrial machinery.
• Ability to travel as needed.

Protective Clothing and Equipment

• Steel-toe shoes
• Eye protection

Working Environment

Work is performed in a moderate to loud manufacturing environment. The noise level in the work environment is usually moderate.