Field Service Supervisor

Burke Porter, an Ascential Technologies Brand•Blaine, MN

About The Position

The Field Service Supervisor oversees the daily work of field service technicians and assigned service personnel while remaining hands-on in service delivery. The role coordinates aftermarket and spare-parts support, technician schedules and field assignments, customer and technical support, and service execution. It balances supervisory duties with direct billable and non-billable work according to customer demand, technician availability, and business priorities. The supervisor supports safe, high-quality, compliant field work and complete service documentation, including applicable GAMP and ISO procedures. The role also reviews service performance and feedback, identifies improvement opportunities, shares technical knowledge, and assists the Director of Operations with staffing plans, workload forecasting, outside service resources, and special projects.

Responsibilities

Supervise daily work of field service technicians and assigned service personnel while performing hands-on field service work.
Assign work, communicate priorities, monitor progress, and adjust resources to meet customer and project requirements.
Coach and provide technical guidance and development support; identify training needs and coordinate training with the Director of Operations.
Reinforce company and department policies, procedures, schedules, quality expectations, and standards of conduct.
Provide feedback, recognize strong performance, address performance or conduct concerns, and contribute to formal performance reviews with the Director of Operations and Human Resources.
Coordinate and execute aftermarket requests involving spare parts, replacement components, repairs, preventive maintenance, equipment upgrades, and other post-installation services.
Work with customers, sales, engineering, purchasing, manufacturing, and vendors to clarify part requirements, obsolescence concerns, lead times, pricing inputs, and delivery expectations.
Prepare and follow through on spare-parts and service quotations, covering scope, labor, travel, materials, freight, assumptions, and customer requirements.
Support or complete aftermarket and spare-parts activities, including technical review, parts identification, estimating, customer follow-up, and delivery coordination.
Prioritize urgent spare-parts needs and equipment-down situations, and communicate status and risks to customers and internal stakeholders.
Monitor aftermarket and spare-parts orders through completion and help resolve technical, sourcing, documentation, shipment, and customer-service issues.
Identify opportunities to expand aftermarket support through recommended spares, preventive maintenance, upgrades, service agreements, and lifecycle support.
Coordinate technician schedules and field assignments for installations, startups, troubleshooting, repairs, preventive maintenance, upgrades, warranty work, and other service activities.
Balance supervisory duties with direct execution of billable and non-billable service work based on customer demand, technician availability, and business priorities.
Confirm field readiness before deployment, including scope, drawings, documentation, tools, parts, materials, site requirements, safety expectations, travel arrangements, and customer contacts.
Lead pre-job reviews and daily coordination for complex or high-risk assignments.
Monitor scope, schedule, labor hours, expenses, and completion status; promptly communicate variances or risks.
Document scope-change requests and coordinate authorization before additional work is performed.
Ensure service work is closed out with complete and timely service reports, time and expense entries, parts usage, customer acknowledgment, and follow-up items.
Provide first-line technical and operational support to field personnel and assist with troubleshooting and issue resolution.
Coordinate with engineering, manufacturing, project management, vendors, and other internal resources when escalation or additional expertise is required.
Communicate professionally with customers about site readiness, service status, technical concerns, schedule changes, and next steps.
Help resolve customer issues satisfactorily while protecting safety, quality, scope, schedule, and company interests.
Regularly perform customer-site and remote service work, including installation support, startup, troubleshooting, repair, preventive maintenance, upgrades, and technician coverage.
Follow company and customer safety requirements, site procedures, lockout/tagout expectations, and required personal protective equipment practices; lead by example.
Conduct or support pre-task planning, job hazard discussions, and incident or near-miss follow-up.
Ensure field employees understand and follow applicable work instructions, documentation requirements, and quality procedures.
Support and maintain required service documentation and regulated deliverables, including applicable GAMP and ISO procedures.
Identify recurring safety, quality, or service issues and recommend corrective or preventive actions.
Review service reports and field feedback for completeness, trends, repeat issues, and improvement opportunities.
Support tracking of service performance indicators, including response time, on-time completion, first-time fix rate, repeat calls, utilization, and customer satisfaction.
Help develop and improve standard work, checklists, tools, templates, and field service procedures.
Share lessons learned and technical knowledge with technicians and cross-functional teams.
Assist the Director of Operations with staffing plans, workload forecasting, outside service resources, and special projects as assigned.