Field Service Supervisor

Field Service Supervisor

The Field Service Supervisor manages the customer repair process, which is comprised of the oversight, management and coordination of service work in the assigned territory, and is the primary customer contact through the life of the repair. This includes all customer correspondence and documentation related to the repair from inquiry to invoice/follow-up. This role is also responsible for the growth and development of its assigned technicians. The purpose for this role is to ensure the highest levels of customer service possible are provided through constant communication with the technicians, support functions, and the customer. This position will also have the responsibility for effectively scheduling assigned Field Technicians in such a manner that promotes productivity and efficiency. The Field Service Supervisor will be intimate with each repair and will work closely with the Field Technicians to create and maintain the work order including story writing, segment creation, warranty/policy issues, etc. This single point of contact will ensure constant customer communication, customer consent and will virtually eliminate work order discrepancies.

Essential functions include supervising employees, performing annual performance reviews, overseeing the development and administration of employee development plans, and recommending compensation increases. The Field Service Supervisor also functions as the primary point of contact for customers seeking service work, answers and directs incoming Service calls, and performs all sales functions for incoming phone calls and walk-in customers needing service work.

Knowledge, skills, and abilities required include knowledge and use of Microsoft computer products or other comparable systems, proven conflict resolution skills, proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building, ability to set and manage priorities, and must be a self starter and able to work without supervision.

Education and experience required include proof of high school diploma or General Education Degree (GED), associates degree from an accredited vocational school preferred, five years minimum experience working on heavy equipment required, minimum of one year previous supervisory experience required, valid driver's license and acceptable driving record required, and must be able to communicate (speak, read, comprehend, write in English).

Physical characteristics include the ability to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting, ability to lift 50 pounds, and must be able to meet all safety requirements for applicable safety policies.