Field Service Supervisor

Modaxo•United States - Maryland, MD

10d•Hybrid

About The Position

The Field Service Supervisor oversees the daily operations of an assigned territory or program, ensuring that personnel, equipment, and systems function smoothly and in full compliance with program requirements. This role sits between Field Service Technicians and the Regional Field Service Manager, and blends hands-on operational leadership, direct staff supervision, client coordination, and technical oversight. The Field Service Supervisor makes sure schedules are covered across all shifts, vehicles and systems are ready for deployment, deployment data is accurate, and technicians are trained, supported, and set up to deliver above-and-beyond service. This role also serves as the primary day-to-day liaison between field staff and client agencies, resolving issues, maintaining compliance, and supporting program growth.

Requirements

3+ years of experience in field service, enforcement operations, or technical field support, with at least 1 year in a lead or supervisory capacity.
Demonstrated ability to build and manage staffing schedules across multiple shifts, including nights, weekends, and holidays as needed.
Working knowledge of fleet maintenance coordination, vehicle readiness standards, and vendor management.
Familiarity with work order/CMMS systems, equipment RMA processes, and deployment verification procedures.
Ability to review and interpret deployment and compliance data with a high level of accuracy and attention to detail.
Strong communication skills, with the confidence to serve as a primary point of contact for client agencies.
Willingness and ability to travel locally within the assigned territory and provide direct field coverage when needed.
Valid driver's license with a clean driving record.

Nice To Haves

Experience in automated traffic or speed enforcement, or other public safety programs.
Experience providing testimony or documentation in legal or court settings.
Experience supporting new program launches or site expansions.
Experience performing on-site equipment installation or maintenance.
Bilingual or multilingual abilities are a plus.

Responsibilities

Develop and manage daily and weekly technician schedules to ensure full operational coverage across all zones and shifts, including night and day teams.
Track call-outs, adjust staffing, and reassign personnel as needed to maintain full coverage.
Provide direct operational coverage when staff are on PTO or during staffing shortages to maintain uninterrupted service.
Review and approve employee timecards and time-off requests, ensuring accuracy in hours worked, leave usage, and compliance with company policy.
Serve as the primary point of contact for Field Service Technicians, coordinating to resolve technical issues, provide guidance, and maintain consistent field operations.
Manage the onboarding process for new technicians, ensuring accounts, system access, equipment, and training materials are properly set up.
Oversee off-boarding procedures for departing employees, including equipment return and system access removal.
Conduct or coordinate training sessions to ensure technicians are proficient in systems, procedures, safety protocols, and program requirements.
Confirm technicians complete required verification steps each shift, including spreadsheets, CMMS work orders, and QR-code sign-ins/check-ins.
Oversee the readiness, maintenance, and deployment of all enforcement vehicles and equipment to ensure operational reliability.
Verify required vehicle maintenance and repairs are completed and documented, coordinating with vendors as needed.
Verify fuel cards are active and functioning, and ensure technicians have assigned fuel PINs for authorized use.
Manage the Return Merchandise Authorization (RMA) process for malfunctioning equipment, including tracking, shipping, and follow-up.
Review, assign, and track work orders to ensure timely completion of maintenance, repairs, and operational tasks.
Locate, track, and distribute required parts to field technicians to ensure timely completion of repairs.
Verify that all camera and enforcement systems are active, functioning properly, and enforcing as scheduled at every site.
Confirm all sites are opened, operational, and running on schedule each shift.
Ensure site violations are properly documented and uploaded, and that all sites are backed up to designated storage per protocol.
Monitor, verify, and report deployment data to ensure accurate documentation of enforcement activity and compliance with program requirements.
Ensure all enforcement systems, software, and processes meet regulatory, contractual, and internal compliance standards.
Attend court hearings as needed to provide testimony, documentation, or clarification related to enforcement operations.
Serve as the primary point of contact for client agencies, addressing questions, resolving issues, and providing daily operational updates.
Support the rollout of new enforcement locations or program expansions by coordinating logistics, staffing, equipment, and client communication.
Participate in daily meetings and conference calls with internal teams and external partners to review performance, address issues, and align on operational priorities.
Lead AI adoption within their team — ensuring technicians use AI tools effectively and responsibly, and always with human verification.
Use AI-assisted dashboards and reporting tools to review deployment data, verification logs, and work order status more efficiently.
Leverage AI-powered scheduling and tracking tools to manage technician coverage, routes, and job assignments.
Coach technicians on using AI-assisted diagnostic and knowledge base tools, reinforcing that AI suggestions always require human review before acting.
Use AI writing tools to help draft client updates, training materials, and internal reports more efficiently.
Serve as a feedback channel between the field team and the Regional Field Service Manager on AI tool performance and adoption.
Participate in training on new AI-assisted tools as Elovate introduces them, and help the team adapt to new workflows.