Service Field Supervisor

Job Description

Job Description

The Service Field Supervisor oversees a team of HVAC field technicians and is responsible for the maintenance and repair of HVAC systems, utilizing knowledge of refrigeration theory, electrical schematics, and pneumatic and electronic control systems.

The Service Field Supervisor is a working supervisory role that maintains direct involvement in field operations while serving as the primary leader of the assigned service team. The Service Field Supervisor will allocate approximately 60% of time to leadership and supervisory responsibilities and 40% to hands-on technical work, with flexibility to adjust based on staffing levels, workload demands, emergency response needs, and overall business priorities. While the position includes hands-on technical responsibilities, the primary duty is leading and developing technicians, managing operations, ensuring safety compliance, and supporting customer relationships. Technical fieldwork is an important part of the role but serves as a secondary function to the supervisor's leadership responsibilities.

SUPERVISORY RESPONSIBILITIES:

The Service Field Supervisor is a front-line leader who sets the tone for their team's culture, performance, and professionalism. All supervisory responsibilities must be carried out in alignment with Brady's Core Values and Talent Philosophy, which serve as the foundation for how we lead, develop, and hold our people accountable.

Safety First

• Ensures a safe work environment by educating and training technicians in safe work practices, enforcing proper PPE usage, and leading by personal example.
• Conducts and participates in monthly safety huddles, near-miss reporting, and incident investigations in support of Brady's proactive safety culture goals.
• Immediately reports all accidents, injuries, and unsafe conditions to the Area Service Manager and EH&S.

People Centered

• Treats all Associates, customers, partners, and subcontractors with mutual respect and values their perspectives and contributions.
• Serves as the primary liaison between the field and the office, ensuring open, honest, and timely two-way communication.
• Supports hiring, disciplinary actions, and terminations in partnership with the Area Service Manager.
• Serves as a technical resource for the team by providing direct guidance or connecting technicians with the appropriate expertise needed.
• Assists the Area Service Manager with onboarding new technicians, ensuring they feel welcomed, supported, and set up for success during their first 90 days.

Customer Focused

• Sets clear expectations for the team around customer satisfaction, professionalism, and responsiveness—and personally adheres to them.
• Works with Sales on large accounts and contract turnovers to ensure seamless service delivery.
• Supports contract compliance in the field by ensuring work is performed within scope, on time, and to quality standards.
• Maintains quality standards by visiting job sites, reviewing workmanship, and meeting with customers as needed.

Team Oriented

• Fosters a spirit of cooperation and teamwork within the team and across departments.
• Assists the Resource Coordinator in assigning work and matching jobs with technician skill sets.
• Coordinates information flow on multi-technician accounts within the assigned territory.
• Partners with Regional Service Project Managers to identify startup needs and technician assignments.
• Represents the team at quarterly Team Leader meetings and communicates updates, feedback, and recognition back to the team.
• Actively participates in Brady's Mentorship Program as a mentor for developing technicians.

Business Minded

• Reviews and understands team metrics, financials, and KPIs with the Area Service Manager and makes necessary adjustments based on results to support operational and financial goals.
• Provides oversight of team resources, including warehouse space, spare vehicles, trailers, large recovery equipment, pressure washers, and tube cleaning equipment.
• Oversees annual tool and parts inventories for field technicians and ensures accountability for company assets.
• Forecasts anticipated staffing needs for the territory in collaboration with the Area Service Manager and Resource Coordinator.
• Recognizes opportunities and actively promotes sales of Brady products and services.

Continuous Improvement

• Provides regular feedback and coaching to technicians on performance relative to expectations, with the goal of developing each individual's capabilities.
• Stays current on industry changes, code updates, refrigerant regulations, and manufacturer products through ongoing education and training.
• Leads by encouraging, challenging, and nurturing individual growth and career paths for team technicians.
• Identifies and recommends process improvements to enhance team efficiency, service quality, and customer outcomes.

Talent Philosophy In Action:

As a front-line leader, the Service Field Supervisor is expected to live Brady's Talent Philosophy every day:

• Performance and Behavior Matter — Hold technicians to high standards of both performance and behavior. Address issues directly and promptly, and do not allow substandard performance or behavior inconsistent with Brady's values to persist.
• People Know Where They Stand — Perform annual performance reviews with each field technician; set clear goals and address all performance issues with candor and respect. Provide recognition for strong performance. Ensure low performers are given support to improve or are escalated with empathy. Ensure high performers know they are valued and are given opportunities to grow.
• Rewards Are Earned — Recommend differentiated compensation, recognition, and development opportunities based on individual performance, potential, and positive behavior — not tenure or favoritism.
• Managers Own Their Talent — Take personal ownership of building the quality and depth of talent on the team. Actively participate in recruiting, interviewing, hiring, and developing Associates. Contribute to talent reviews and the 9-box assessment process. Assist the Area Service Manager in the disciplinary process and terminations when necessary. Our success depends on building the next generation of great talent.

Directly supervises HVAC Field Technicians and HVAC Field Technician Apprentices. Carries out all supervisory responsibilities in accordance with the organization's policies, the Associate Handbook, and applicable federal, state, and local laws.

OTHER ESSENTIAL DUTIES & RESPONSIBILITIES:

• Identifies, analyzes, diagnoses, and repairs systems and equipment at customer's location
• Performs repairs, site surveys, replacement, and modifications as needed or requested by customers
• Documents work by completing paperwork on each job
• Represents Company by serving as a direct customer contact
• Demonstrates knowledge of the products and services offered by Brady to support the effective sale of those products and services.
• Stays up to date on all manufacturers' products through continuous education, training, and development.

• Provides technical support to customers.

• Ensures compliance with federal, state, and local laws, legal regulations, and recommended best practices.
• Collaborates with all Associates to uphold the company's mission and values.
• Working knowledge of Microsoft Office software

SKILLS & QUALIFICATIONS:

• Associate's degree, equivalent coursework from an accredited institution, or a certificate in Heating, Ventilation, and Air Conditioning
• A minimum of 10 years of related experience
• Universal EPA certification
• Working knowledge of Microsoft Office software
• Valid driver's license

PHYSICAL DEMANDS & ENVIRONMENTAL EXPOSURE:

The physical demands and environmental exposure described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodation may be made for individuals with disabilities to perform the essential functions.

• Material handling demands include lifting from floor level to overhead.
• Ability to lift and carry, or otherwise move, up to 25 pounds regularly.
• Ability to lift and carry, or otherwise move, up to 50 pounds frequently.
• Ability to lift and carry, or otherwise move, up to 115 pounds occasionally.
• Regularly required to stand, walk, bend, stoop, crouch, kneel, balance, and climb, with occasional sitting and lying down.
• Regularly classified within the Very Heavy Physical Demand Classification (PDC).
• Regularly required to talk and/or hear; use hands to operate objects, tools, or controls; and reach with hands and arms.
• Noise level is usually loud.
• Regularly exposed to outdoor weather conditions and mechanical and equipment rooms.
• Occasionally exposed to extreme weather conditions.
• During job site visits, the Associate is regularly exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; extreme cold; extreme heat; the risk of electrical shock; and vibration.

OTHER REQUIREMENTS:

• Ability to pass a drug screening
• Ability to provide proof of U.S employment eligibility

EEO STATEMENT:

Brady strives to provide an environment free of discrimination as part of our mission to care for each other, our customers, and our community. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

DISCLAIMER:

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job. The Employer reserves the right to amend this description at any time with or without notice to the Associate.

I agree to perform the above-referenced duties while upholding our company values.