Field Service Supervisor

Our Duluth, GA location is looking for a Field Service Supervisor to join our Engraving Solutions business, which sells through our Brady and Gravotech brands. This role is the backbone of our field operations, managing team activities through parts ordering, dispatching, and essential administrative tasks, while providing direct supervision to the Field Service Team. This individual will work under the general guidance of the Service Manager, using independent judgment to meet department objectives and deliver best-in-class service. This is an on-site role at our office located in Duluth, GA . What You'll Be Doing: Operational Oversight - Manage all customer service activities for the Field Services Team, ensuring every follow-up is handled promptly and within department protocols. Logistics Coordination - Orchestrate the team's itinerary by allocating service requests, balancing workloads, and staying flexible as personnel availability changes. Data Management - CRM utilization to keep precise records and leverage that data to evaluate the overall performance of the team. Customer Advocacy - Ensure high satisfaction through professional communication, acting as an escalation point for difficult issues and collaborating with leadership for resolutions. Continuous Improvement - Regularly evaluate field support processes to identify and implement meaningful improvements. Team Development - Monitor staff performance by setting clear goals and providing the mentorship and constructive feedback necessary for professional growth. What You Will Need To Be Successful: Associate degree, equivalent technical school education or comparable work experience. 5 years minimum experience in a customer service or technical support role supporting users via phone, email, chat and in‑person with at least 1 year of experience as an escalation contact preferred. Ability to lead a team toward high service standards while consistently meeting internal metrics. Excellent critical thinking, organizational, research and multitasking skills. Strong knowledge of Salesforce or similar operating systems, along with an understanding of databases, networking databases and other technical components. Ability to support travel including overnight when needed, approximately 20%. Valid driver's license required. Benefits: A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth. And as a member of the Gravotech team, you'll get to represent a company with unique brand recognition across several industries. Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back. Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision Generous 401(k) with company match Paid time off and holidays Opportunity to participate in incentive programs for all full‑time employees Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance Scholarship program for children of Brady employees A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management) Dress‑for‑your‑day dress code Charitable contributions matched through Brady's Matching Gift program EEO is the law. #J-18808-Ljbffr