Field Service Supervisor

Team Supervision Development

• Supervise the daily work of field service technicians and other assigned service personnel while maintaining an active, hands-on role in field service delivery.
• Assign work, communicate priorities, monitor progress, and adjust resources to support customer and project requirements.
• Provide on-the-job coaching, technical guidance, and development support; identify training needs and coordinate training with the Director of Operations.
• Reinforce company and department policies, procedures, schedules, quality expectations, and standards of conduct.
• Provide timely feedback, recognize strong performance, address performance or conduct concerns, and contribute to formal performance reviews in partnership with the Director of Operations and Human Resources.

Aftermarket and Spare Parts Support

• Coordinate and execute aftermarket requests for spare parts, replacement components, repairs, preventive maintenance, equipment upgrades, and other post-installation services.
• Partner with customers, sales, engineering, purchasing, manufacturing, and vendors to clarify part requirements, obsolescence concerns, lead times, pricing inputs, and delivery expectations.
• Prepare and follow-through of spare-parts and service quotations, including scope, labor, travel, materials, freight, assumptions, and customer requirements.
• Personally support or complete aftermarket and spare-parts activities when needed, including technical review, parts identification, estimating, customer follow-up, and coordination through delivery.
• Help prioritize urgent spare-parts needs and equipment-down situations, and communicate status and risks to customers and internal stakeholders.
• Monitor aftermarket and spare-parts orders through completion, helping resolve technical, sourcing, documentation, shipment, and customer-service issues.
• Identify opportunities to expand aftermarket support through recommended spares, preventive maintenance, upgrades, service agreements, and lifecycle support.

Field Service Planning and Execution

• Coordinate technician schedules and field assignments for installations, startups, troubleshooting, repairs, preventive maintenance, equipment upgrades, warranty work, and other service activities.
• Balance supervisory responsibilities with direct execution of billable and non-billable service work based on customer demand, technician availability, and business priorities.
• Confirm field readiness before deployment, including scope, drawings, documentation, tools, parts, materials, site requirements, safety expectations, travel arrangements, and customer contacts.
• Lead pre-job reviews and daily coordination for complex or high-risk assignments.
• Monitor scope, schedule, labor hours, expenses, and completion status; promptly communicate variances or risks.
• Help manage changes in scope by documenting the request and coordinating authorization before additional work is performed.
• Ensure service work is closed out with complete and timely service reports, time and expense entries, parts usage, customer acknowledgment, and follow-up items.

Technical and Customer Support

• Provide first-line technical and operational support to field personnel and assist with troubleshooting and issue resolution.
• Coordinate with engineering, manufacturing, project management, vendors, and other internal resources when escalation or additional expertise is required.
• Communicate professionally with customers regarding site readiness, service status, technical concerns, schedule changes, and next steps.
• Help ensure customer issues are resolved satisfactorily while protecting safety, quality, scope, schedule, and company interests.
• Regularly perform customer-site and remote service work, including installation support, startup, troubleshooting, repair, preventive maintenance, upgrades, and technician coverage.

Safety, Quality, and Compliance

• Lead by example in following company and customer safety requirements, site procedures, lockout/tagout expectations, and required personal protective equipment practices.
• Conduct or support pre-task planning, job hazard discussions, and incident or near-miss follow-up.
• Ensure field employees understand and follow applicable work instructions, documentation requirements, and quality procedures.
• Support and maintain required service documentation and regulated deliverables, including applicable GAMP and ISO procedures.
• Identify recurring safety, quality, or service issues and recommend corrective or preventive actions.

Service Performance and Continuous Improvement

• Review service reports and field feedback for completeness, trends, repeat issues, and improvement opportunities.
• Support tracking of service performance indicators such as response time, on-time completion, first-time fix rate, repeat calls, utilization, and customer satisfaction.
• Help develop and improve standard work, checklists, tools, templates, and field service procedures.
• Share lessons learned and technical knowledge with technicians and cross-functional teams.
• Assist the Director of Operations with staffing plans, workload forecasting, outside service resources, and special projects as assigned.