Field Operations Supervisor - WARDJet

The Field Operations Supervisor is responsible for the daily execution, scheduling, and tactical management of our field service team. Operating from our Tallmadge, Ohio facility this hands-on leadership role ensures that field technicians are fully supported, projects are executed efficiently, and customer service standards are rigorously upheld.

DUTIES AND RESPONSIBILITIES

• Manage daily scheduling, dispatching, and routing of field service technicians to maximize first-time fix rates, boost efficiency, and minimize customer downtime.
• Serve as the primary escalation point for technicians in the field needing immediate technical, logistical, or safety guidance.
• Coordinate cross-departmental support (Engineering, Parts, Production) at our Tallmadge headquarters to ensure technicians arrive fully prepared with the resources required to complete complex high-pressure waterjet and CNC machinery jobs.
• Actively mentor, coach, and train junior field technicians, building deep technical bench strength in electrical, mechanical, and ultra-high-pressure hydraulic systems.
• Conduct regular performance check-ins, addressing behavioral or technical gaps swiftly and professionally to foster a collaborative culture of continuous learning.
• Oversee post-service follow-ups, ensure timely submission of field service reports, and review warranty/billable work accuracy.
• Handle escalated customer complaints with a focus on de-escalation, professional communication, and rapid problem resolution during critical "line-down" scenarios.
• Drive continuous product and process improvement by identifying recurring machine or component failures and feeding actionable data back to Engineering and Manufacturing.
• Perform the duties and responsibilities of the Field Operations Supervisor position and such additional duties as may be assigned by the Company from time to time, having regard to the Employee's skills, experience, and the operational requirements of the Company.

GENERAL COMPETENCIES

Communication

• Demonstrates courtesy, tact, and discretion in customer and internal communications.
• Communicates clearly, concisely, and accurately in writing and verbally to meet the needs of the audience.
• Presents information in a timely, complete, and accurate manner and accepts feedback constructively.

Information Management

• Demonstrates accountability, discretion, and sound judgment when managing service information and resources.
• Locates, organizes, documents, and updates information using appropriate CRM, ERP, reporting, and office systems.
• Analyzes, evaluates, and applies relevant information from technician worksheets, service orders, customer requests, and reporting tools.

Teamwork

• Works with others to support effective working relationships and achievement of service department goals.
• Cooperates with technicians, Parts, Finance, Project Management, Customer Care, and Technical teams to coordinate work efficiently.

Professional Behavior & Leadership

• Maintains attendance, punctuality standards, and accountability for assigned work.
• Accepts and acts on constructive feedback to improve performance and guides junior team members accordingly.
• Resilient under high-pressure, "line-down" customer conditions with an authoritative and structured approach.

Change Management

• Works effectively in a variety of situations and adapts quickly to changing service priorities.
• Embraces new methods of working and remains productive during transition periods.

SKILLS / KNOWLEDGE / EXPERIENCE / EDUCATION REQUIRED

• Education : Associate’s degree or technical certification in Industrial Maintenance, Mechatronics, Electrical/ Mechanical Engineering Technology, or a related field.
• Experience : Minimum 3 years of hands-on experience in a technical field service environment working on advanced CNC, waterjet systems, robotics, or industrial automation.
• Leadership Experience : 1+ years of leadership or supervisory experience managing technical personnel in a field operations setting.
• Technical Skills : Strong working knowledge of electrical schematics, mechanical assemblies, and ultra-high pressure hydraulic/pneumatic systems. Experience using CRM, ERP, and service reporting tools.
• Travel & Logistics: Ability to travel up to 40% of the time for high-level customer escalations, complex machine audits, or field training oversight.
• Physical Demands : Ability to lift up to 50 lbs occasionally, bend, stoop, climb ladders, and safely work around heavy industrial machinery and shop environments.
• Documentation : Valid driver’s license with a clean driving record, and a valid passport with the ability to travel globally as needed.