Field and Internal Service Supervisor

Service Operations Supervisor

Service Operations

Supervise day-to-day internal and field service operations across applicable products, ensuring adherence to safety, quality, and delivery expectations.

Act as a working coach with sufficient technical depth to support coverage during staffing gaps when required.

Set daily and short-term priorities for technicians, balancing customer commitments, capacity, and operational targets.

Ensure consistent execution of standardized service processes for installation, calibration, testing, repair, and packaging.

Leadership & Team Integration

Lead, coach, and develop internal and field service teams, reinforcing accountability, engagement, and continuous improvement.

Own career development, onboarding, and skill development planning for service associates.

Address performance concerns through timely feedback, coaching, and corrective actions aligned with company policy.

Foster strong collaboration between internal service, field service, and cross-functional partners.

Customer Support & Escalations

Support all customer and channel partner escalations, work with Services Manager, and help with managing communication and resolution strategy.

Deliver and support technical training for customers and channel partners.

Determine when to escalate issues further and ensure data-driven communication with leadership and stakeholders.

Documentation & Compliance

Own preparation, execution, and follow-up for all internal service audits, including corrective action tracking.

Ensure service documentation, reporting, and records meet regulatory, safety, and quality requirements.

Maintain awareness of relevant compliance requirements, including radiation safety, onsite field safety and service reporting standards.

Quality & Continuous Improvement

Review service performance data, identifying trends related to output, quality, safety, and downtime.

Drive corrective actions, retraining, or process updates to improve performance and prevent recurrence.

Promote and reinforce continuous improvement practices across the service organization.

Business & Operational Management

Own KPIs for both internal and field service teams, ensuring accuracy, visibility, and follow-through.

Translate business objectives and customer requirements into actionable goals for the service organization.

Partner with peer supervisors and functional leaders to allocate resources, adjust staffing, and respond to changing priorities.

Interface with Engineering, Quality, and Maintenance teams to resolve technical issues and support operational improvements.

Problem Solving & Decision Making

Use judgment to identify, troubleshoot, and resolve operational and personnel issues affecting service performance.

Diagnose root causes of recurring service, quality, safety, or capacity challenges.

Lead corrective actions and track effectiveness to ensure sustainable improvement.

Escalate complex issues requiring cross-functional alignment, providing data-based recommendations.

Miscellaneous:

All other duties as needed for the business.

Travel Requirement: Up to 20% - 30%