Field Service Supervisor

Teleperformance•New York, NY

About The Position

We are looking for a candidate who is a hands-on, experienced customer service professional with a strong technical background and a passion for leading. This role is ideal for someone who can effectively manage a team of five field technicians while also possessing the depth of experience needed to actively assist on service calls, troubleshoot complex issues, and step in when additional expertise is required. The successful candidate will balance people leadership with day-to-day field execution, ensuring high-quality service delivery, customer satisfaction, and operational consistency across all assigned calls. This position requires a proactive, customer-focused leader who is comfortable working independently, navigating dynamic environments, and serving as a technical resource for both technicians and clients.

Requirements

Minimum 3 years of experience in home appliance repair and/or HVAC
Minimum 2 years of supervisory or managerial experience, preferably leading field-based teams
Ability to manage 4–6 service calls per day while supporting and assisting field technicians as needed
100% local daily travel required within the New York area
Must be able to travel within a 5-mile radius in Manhattan, including use of the subway
Must be able to drive within a 25-mile radius in the Brooklyn area
Must be able to drive within a 35-mile radius in the Long Island area
Ability to travel to New Jersey location for training for 2-3 weeks at a time,
Valid driver’s license required
High school diploma or GED required
Availability to work Monday–Friday, with flexibility between 7:00 AM and 5:00 PM
Availability to work overtime to accommodate service requests
Working knowledge of basic plumbing and electrical systems
Strong computer skills, including proficiency with Microsoft Office
Ability to apply basic math concepts
Strong written and verbal communication skills in English
Ability to read and interpret instructions, correspondence, and service documentation
Proven ability to multitask, prioritize, and manage time effectively
Strong customer service skills with the ability to handle difficult or escalated customer situations
Self-motivated, customer-focused, and team-oriented mindset
Must successfully pass mandatory background checks, which may include pre-employment screening, drug testing, and credit checks

Responsibilities

Work to assess relevant industry trends and identify business requirements to help successfully build customer service solutions to meet long-term objectives
Provide coaching, feedback, and project guidance to technicians
Oversee and direct strategies pertaining to the customer service experience
Lead projects, communicate key metrics and performance to team members
Build key relationships with internal and external business partners
Respond to employee feedback, addresses employee needs and shares the mission/vision/values of the organization
Guide the team to provide excellent customer experience for all of the business clients