Field Service Supervisor

Fire Equipment Inc•Agawam, MA

4d•$100,000 - $120,000•Onsite

About The Position

The Field Service Supervisor is a hands-on leadership role responsible for supervising, supporting, and advocating for FEI’s field technicians while ensuring operational excellence across all service activities. This position bridges communication between technicians, dispatch, operations, and customers to ensure work is completed efficiently, safely, and to FEI’s quality standards. The ideal candidate has a strong technical background in fire protection or life safety systems, excels at team leadership and mentorship, and thrives in a dynamic field environment focused on safety, performance, and customer satisfaction.

Requirements

Proven experience in the fire protection or life safety industry with strong technical acumen.
Prior supervisory or leadership experience managing field service teams.
Deep understanding of scheduling, dispatch, and field operations.
Strong interpersonal and communication skills; able to mentor, train, and lead effectively.
Ability to conduct performance evaluations and administer progressive discipline when necessary.
Commitment to safety, compliance, and operational excellence.
Valid driver’s license and ability to travel to customer sites as required.

Responsibilities

Supervise and support technicians, ensuring they maintain proper licenses, certifications, and training.
Provide both on-site and off-site technical assistance to field staff as needed.
Partner with leadership to develop employee growth plans and identify training opportunities.
Support apprentices with licensing renewals and training enrollment.
Conduct quarterly technician meetings to promote communication, development, and continuous improvement.
Work closely with dispatch to align technician assignments with skill sets and job requirements.
Oversee daily scheduling and ensure projects are completed on time and within budget.
Monitor technician productivity and performance to achieve service delivery goals.
Review and approve technician timecards and oversee field-related expenses.
Provide after-hours or on-call support as needed.
Serve as an escalation point for customer concerns, ensuring prompt and professional resolution.
Partner with internal teams to address service challenges and improve overall delivery.
Maintain strong customer relationships through effective communication and responsiveness.
Enforce company safety policies and ensure compliance with local, state, and federal regulations.
Champion continuous improvement initiatives within field service operations.
Collaborate with leadership to develop and implement process improvements.
Maintain accountability for KPI metrics established by FEI and branch leadership.