Service Operations Supervisor

Job Description

Job Description

Company Description:

For over 80 years, Puffer-Sweiven has set the standard in equipment and services for process control, automation, safety, and reliability. We help process-intensive facilities run more efficiently and safely by delivering quality products, technical support, and knowledgeable staff to implement the needed process solutions — with the goal of exceeding customer expectations. Our dedication brings the most advanced products and services to our customers throughout the Central and Gulf Coast regions of Texas. 

Duties and Responsibilities

• Build and maintain the daily/weekly service schedule, assigning jobs to technicians based on priority, required skill set, and shop capacity.
• Serve as the primary point of contact for customers on repair status, timelines, quotes, and any delays — proactively communicating rather than waiting to be asked.
• Coordinate intake of incoming equipment (pumps, motors, and related assets), logging each unit and work order accurately into the ERP/CRM system.
• Track parts availability against open jobs; place, expedite, and follow up on vendor orders for parts needed to complete repairs.
• Monitor active work orders daily and flag delays, bottlenecks, or resource conflicts to the Operations/General Manager after they affect delivery dates.
• Prepare repair quotes and estimates in coordination with technicians, and route them to customers for approval.
• Coordinate inbound and outbound shipping/logistics for equipment and parts, including freight scheduling and documentation.
• Maintain accurate, current records across the ERP and CRM: work orders, customer contact history, service history, and parts logs.
• Provide daily direction to the Service Associate, delegating administrative and support tasks and reviewing their work for accuracy.
• Coordinate technician scheduling logistics, including
• Support invoicing by confirming completed work orders and handing off accurate job details to accounting/billing.
• Identify recurring workflow bottlenecks (parts delays, scheduling conflicts, communication gaps) and propose or document process improvements.
• Maintain working relationships with key parts vendors and suppliers to support reliable turnaround on critical orders.
• Support new customer account setup and maintain the accuracy of customer records and service agreements.
• Act as backup point of contact for urgent/emergency service requests when the Operations Manager is unavailable.

QUALIFICATIONS

Education/Experience/Skills

• Associates or Bachelor’s degree in engineering or technical field of study is highly desired.
• 2–5 years in operations coordination, dispatch, scheduling, or customer service within a service, repair, or field-service business.
• Experience in an industrial, mechanical, or equipment repair environment (pumps, motors, or rotating equipment strongly preferred).
• Prior use of an ERP or field-service management
• Prior experience directing or mentoring at least one other employee.
• Strong organizational skills with the ability to track multiple open jobs, deadlines, and parts orders simultaneously.
• Clear, professional verbal and written communication, with strong customer-service instincts.
• Comfortable reading basic mechanical/technical specifications well enough to relay accurate information between customers and technicians.
• Working proficiency with ERP/CRM and scheduling software, plus standard office software (Microsoft Office or Google Workspace).
• Sound judgment and calm decision-making when priorities shift or delays occur.
• High attention to detail, particularly around parts numbers, work orders, and customer paperwork.
• Basic supervisory and delegation skills — able to direct and check the work of a direct report.
• Comfortable working in a fast-paced, hands-on shop environment alongside technicians and customers.

COMPETENCIES

• Strong organizational skills with the ability to track multiple open jobs, deadlines, and parts orders simultaneously.
• Clear, professional verbal and written communication, with strong customer-service instincts.
• Comfortable reading basic mechanical/technical specifications well enough to relay accurate information between customers and technicians.
• Working proficiency with ERP/CRM and scheduling software, plus standard office software (Microsoft Office or Google Workspace).
• Sound judgment and calm decision-making when priorities shift or delays occur.
• High attention to detail, particularly around parts numbers, work orders, and customer paperwork.
• Basic supervisory and delegation skills — able to direct and check the work of a direct report.
• Comfortable working in a fast-paced, hands-on shop environment alongside technicians and customers.

KPI’S / SUCCESS MEASURES

• On-time job completion rate against quoted delivery dates.
• Average customer response time and post-repair satisfaction feedback.
• Parts fulfillment lead time and frequency of job delays caused by stockouts.
• Schedule/technician utilization rate (billable hours vs. available shop hours).
• Quote-to-approval and job-completion-to-invoice turnaround time.
• Work-in-progress (WIP) backlog aging — number of jobs open beyond target cycle time.
• Data accuracy in ERP/CRM records (audited work orders and service history).