Field Service Supervisor Industrial Machinery

Job Description

Job Description

Job Posting: Service Lead

Location: Wixom, MI

Pay Rate: $30.00 $39.00 / hour (based on experience) + Overtime Eligible

Schedule: Full-Time, 40 hours/week | Standard start time: 8:00 AM (flexible start times available based on applicant schedule)

Position Overview

The Service Lead is responsible for the overall performance, operational execution, and team development of the Service Department. This hands-on role ensures service work is properly planned, scheduled, and completed on time while consistently meeting high quality standards and customer expectations.

The Service Lead provides technical direction to service technicians, supports their training and career growth, and works in close collaboration with Project Management and machine-build teams to maintain project schedules, coordinate resources, and prepare equipment for customer acceptance. By bridging service operations, production, and client needs, the Service Lead drives improved response times, technical excellence, and overall service quality.

Primary Responsibilities

• Department Operations & Scheduling: Prioritize, manage, and schedule department activities for field service installations, in-house repairs, and preventative maintenance. Collaborate with international teams (including RGI - Mex) to maintain and manage the master service schedule.

• Customer & Escalation Management: Oversee the customer service hotline/request portal (RPR RGI). Focus on elevating customer experience, response times, and overall satisfaction through post-service performance surveys.

• Project Support & Quality Assurance: Partner with Project Managers to ensure build milestones align with project timing and material availability. Verify part conformance to Bills of Materials (BOM) and technical drawings using precision measuring instruments (calipers, gauges, micrometers).

• Testing & Inventory Control: Prepare machines for internal Factory Acceptance Testing (iFAT) and complete thorough post-iFAT quality checks. Manage stock inventory for machine builds, including fittings, fasteners, hoses, and cables.

• Financial & Process Documentation: Oversee quote preparation and ensure accurate job allocation utilizing SAP and Monday.com . Document service installation actions via standardized forms, reports, logs, and records while keeping customer data confidential.

• Team Leadership & Development: Conduct annual performance reviews and build clear career paths for service technicians based on experience, tenure, and technical know-how. Develop a qualification matrix, training plans, and customer/in-house documentation to raise technician expertise.

• Knowledge Sharing & Process Improvement: Establish best practices, lessons learned, and troubleshooting guidelines. Implement a centralized Knowledge Hub on Monday.com.

• Labor Management: Analyze technician overtime (OT) to ensure accurate time allocation relative to project scope.

• Perform other duties as assigned.

Qualifications & Requirements

• Experience: Minimum of 5 years of technical service experience.

• Education: Associate degree or higher in a related technical discipline, or an equivalent combination of education and hands-on experience.

• Technical Skills: Strong electrical and mechanical troubleshooting capabilities; demonstrated mechanical inclination.

• Software Proficiency: Hands-on experience using SAP , Monday.com , and Microsoft Office.

• Tool & Equipment Usage: Proficient and safe operation of all shop floor tools, machinery, and precision measuring instruments.

• Travel: Must be willing and able to travel up to 30% of the time.

Apply now!

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