Field Service Supervisor - Power
About The Position
The Field Service Supervisor manages the day-to-day operation of assigned field service technicians and coordinates timely service visits to meet customer demand. The role requires the ability to manage and perform multiple tasks while following corporate safety and compliance policies, communicating effectively, and applying knowledge of field service work and equipment. The position uses Windows-based applications and DBSI. The supervisor accommodates customer service requests, adjusts technician schedules as needed, opens work orders using information collected from customers, and keeps customers informed through job completion. The role also reviews work orders for accuracy, coordinates warranty and goodwill situations with a Technical Communicator, reports invoice disputes, and maintains technician productivity through revenue work, maintenance tasks, and training. Safety deficiencies and potential hazards are communicated to the Direct Supervisor. The position works in both office and service shop environments. It may involve prolonged desk work and continuous support on the shop floor, occasional local travel, and flexible schedules or hours as needed. The employee must be able to lift 75 pounds and wear appropriate safety equipment when required.
Requirements
- High school diploma or equivalent.
- At least two years of Power Systems engine and electrical experience.
- Previous supervisory experience in a fast-paced, multitasking environment.
- Valid driver's license with a clean driving record: no more than two minor violations in the past three years and no major violations in the past five years.
- Ability to manage and perform multiple tasks while understanding corporate safety and compliance policies.
- Excellent communication skills and knowledge of field service work and various types of equipment.
- Proficiency with Windows-based applications and DBSI.
- Ability to lift 75 pounds.
- Ability to work varying schedules and hours as needed.
Responsibilities
- Manage the day-to-day operation of assigned field service technicians, selecting the most qualified technician while meeting customer demand for timely service visits.
- Accommodate customer service requests and adjust technician schedules as necessary to meet the customer's desired timeframe.
- Open work orders by collecting required information from customers during the initial phone call, and keep customers informed of job progress through conclusion.
- Review field service work orders for accuracy.
- Prepare and communicate warranty or goodwill situations with the Technical Communicator.
- Report invoice disputes related to assigned work orders within the territory or assigned personnel.
- Maintain technician productivity; when revenue work is unavailable, ensure productive maintenance tasks and training requirements are completed.
- Communicate technician safety deficiencies to the Direct Supervisor, including equipment malfunctions, vehicle safety concerns, jobsite issues, and potential hazards.
- Initiate services and repairs by identifying performance problems and requested services, verifying warranty and service contract coverage, assigning an available qualified technician, and maintaining customer rapport and records.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Disability insurance
- Life insurance
- 401(k)
- Paid holidays
- Paid parental leave
- Funeral leave
- Paid time off: prorated 80 hours
- Education assistance
- Voluntary supplemental insurance, accident insurance, critical illness insurance, and hospital indemnity insurance
- Legal assistance
- Identity and fraud protection
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
