Field Service Supervisor

Job Summary

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

Essential Duties and 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

This position has multiple direct reports, including Field Service Engineers and Service Coordinator & Scheduler.

Minimum Education and Qualifications

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

Knowledge, Skills and Abilities

• 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, commitment to quality training, ethics, and ability to increase sales and customer satisfaction.
• Ability to work independently 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

The work is performed in a moderate to loud manufacturing environment, with generally moderate noise levels. The role may involve travel as needed.