Field Ops Supervisor - (Holland, OH)

Velocity Manufacturing Solutions Corporation•Holland, OH

2h•Onsite

About The Position

The Supervisor of GGE-Field Operations guides and supports the daily activities of the GGE-Field Operations team, serving as the Manager’s on-the-ground proxy. This role is responsible for coordinating VFT preparation and onboarding, scheduling, travel preparation, technical training, and leading escalations for both project and non-project work. The Supervisor drives process improvements, maintains procedural documentation and policy enforcement, and tracks business metrics and KPIs to ensure high-quality, timely field delivery. The following shifts available are listed below: 4pm-12am EST (Monday-Friday w/ weekend rotation) 9am-5:30pm EST (Monday-Friday w/ weekend rotation)

Requirements

Proven experience managing a Dispatch/Call Intake team or contact center operations and mobile field teams.
Strong operational planning and scheduling skills; experience with workforce management, routing, and dispatch optimization.
Excellent people leadership, including hiring, coaching, shift management, and conflict resolution.
Proficient in MC Office applications with specific emphasis on Excel and Outlook.
Ability to learn and understand custom software systems/portals and other online tools.
Strong organizational and analytical skills with attention to detail.
Strong communication, presentation, and interpersonal skills.
Strong attention to detail and analytical ability to problem solve.
Self-starter and can work well independently as well as with others on a team.
Ability to manage and prioritize multiple tasks and projects with a sense of urgency.
Ability to remain calm in stressful situations.
Ability to prioritize work effectively under shifting and competing requirements.
Ability to identify and quickly adapt to new business constraints and risks.
Availability for escalations both during and outside normal business hours as needed.
Associate degree in Management or equivalent management training.
Strong customer service and problem-solving skills.
Strong attention to detail with a focus on work quality.
Demonstrated sound judgment, professionalism, and ability to handle confidential information.
Self-motivated, focused, and able to work independently.
Excellent written and verbal communication skills.
Highly proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint).
Familiarity with all technologies used by Velocity and its customers.
Candidates must be legally authorized to work in the United States without current or future employer sponsorship. Velocity does not sponsor employment-based visas or provide sponsorship for this position.

Nice To Haves

2+ years’ experience scheduling on-site resources (preferred).
1+ year experience as a team lead or equivalent supervisory experience (preferred).

Responsibilities

Guide and manage the daily work of the GGE-Field Operations team and act as the Manager’s proxy in internal and external meetings.
VFT onboarding and coordination of technical and job-specific training.
Schedule VFTs for project jobs and manage all travel preparation to ensure VFTs arrive on-site as required.
Manage and respond to escalations related to the Field Operations team.
Handle on-site job-execution escalations for both project and non-project jobs, including but not limited to Delayed check-ins, Missing or needed materials, Support resources not available, Shipping label required, Travel issues
Be available for escalations both during and outside of normal business hours as needed.
Process Improvement & Documentation
Track, analyze, and understand all GGE-Field Operations business metrics and KPIs; report findings and recommend improvements.
Maintain and enforce all GGE-Field Operations guidelines, rules, and policies.
Serve as backup for other Supervisors as assigned.
Attend and lead meetings as the Manager’s proxy; collaborate with peers, vendors, and stakeholders to coordinate work.
Perform other duties as assigned.