Supervisor Field Service Engineering - iWarehouse

About the role

We are seeking a skilled and motivated Field Service Engineering Supervisor for iWarehouse. The role involves leading and mentoring a team of field service engineers, representing the field organization in new development projects, facilitating collaboration between teams, overseeing technical documentation, developing training programs, engaging with customers, and managing call desk operations.

Responsibilities

• Lead and mentor a team of field service engineers, fostering professional growth, technical skill development, and a high-performance culture focused on safety, quality, and customer satisfaction.
• Represent the field organization in new development projects, ensuring early identification of potential field impacts, and collaborating with engineering teams to develop sustainable support strategies for new and existing products.
• Facilitate collaboration between field service, product development, and engineering teams, ensuring user and customer feedback is captured and effectively integrated into design enhancements and product updates.
• Oversee the review process for technical documentation, service manuals, and training materials, providing guidance and professional feedback to ensure alignment with field standards.
• Establish and improve Standard Work Documentation, promoting consistency, across field operations.
• Act as a subject matter expert and technical mentor, supporting the onboarding and continuous learning of field personnel related to new technologies and product developments.
• Engage with customers and internal stakeholders to gather insights, address escalated issues, and strengthen relationships through proactive communication and responsive technical leadership.
• Oversee call desk operations, ensuring timely resolution of complex technical issues, managing escalations, and coaching agents on problem-solving and communication best practices.
• Develop and deliver technical training programs, ensuring consistent understanding of system functionality, troubleshooting methods, and service expectations.

Requirements

• Bachelor’s degree in engineering or equivalent technical degree and three years of engineering experience or 11 years of related experience.
• Previous leadership experience (team lead, project lead, technical lead).
• Customer interface experience.
• Competent in applicable PC applications.
• Proficient in Microsoft Office programs including Word, Excel, and PowerPoint.
• Strong communication skills.
• Ability to present technical material to a technically diverse audience as well as a non-technically diverse audience.
• Flexibility to travel for in-person training or customer visits, up to 50%.
• Ability to be on a rotating 24/7 on-call schedule.
• Works well in a team or individual environment.

Qualifications

• Experience in the Material Handling Systems Industry.
• Systems integration or networking exposure.
• Understanding of various software programming languages (C, C+, Linux).
• Understanding of wireless networking and networking infrastructure.
• Additional knowledge of Raymond Material Handling equipment.
• Project management experience.

Benefits

• Total compensation package includes a salary range of $106,000 - $135,000 per year, with benefits such as competitive salary, performance bonus, generous paid time off, 13 paid holidays, affordable medical plans and no-cost dental & vision options, 100% 401(k) match up to 6%, company-paid life insurance, short-term disability, and long-term disability, tuition assistance program, employee assistance program (EAP), onsite fitness center & occupational health clinic, and meaningful opportunities for personal and professional development.
• The role may be eligible for relocation assistance.
• Best in class work culture and recognition and kaizen (continuous improvement) reward programs.

Pay

$106,000 - $135,000 per year.

Schedule

This position may be eligible for a hybrid schedule—collaborate in person at our Greene, NY office and work remotely two days per week (upon successful completion of training and orientation).