Field Support Supervisor

About the role

The Field Support Supervisor is responsible for overseeing day-to-day support operations for field service teams, ensuring technicians are equipped, informed, and coordinated to deliver high-quality service to customers. The supervisor serves as the main point of contact between the field and internal departments, helping to resolve issues, optimize workflows, and maintain service excellence across all active field operations.

Responsibilities

• Supervise field technicians by assigning tasks, monitoring performance and offering support as needed
• Schedule and dispatch technicians based on service needs, efficiency, and availability
• Enforce safety standards, company policies, and regulatory compliance
• Address escalated customer issues and ensure high-quality service delivery
• Provide training, mentorship, and development opportunities for technicians
• Hire, train, lead, support, and complete annual performance reviews of field service technicians
• Perform monthly one-on-one meetings and control non-productive time, breaks, and lunches
• Communicate changes in service/warranty policies and procedures to ensure all employees have the necessary information
• Represent the company at factory, industry, and company events, including meetings and training
• Follow all safety rules and regulations while performing work assignments and adhere to company policies and procedures
• Perform all other duties as assigned by management in a professional manner

Qualifications

• High school diploma or GED required; associate or bachelor’s degree preferred
• 3+ years’ experience in field service, operations support, or dispatch coordination
• 1+ year in supervisory or team lead role strongly preferred
• Experience in multi-site or regional field operations is a strong plus
• Ability to organize and plan work effectively
• Excellent written and verbal communication skills and ability to communicate effectively with internal and external customers
• Solid PC skills including knowledge of MS Office (Outlook, Word, Excel) and Foxit (PDF)
• Certain positions require a valid driver’s license and ability to meet the requirements of the Company Driver Policy