Field Supervisor

ASSA ABLOY•Columbia, MD

8d•$30 - $40

About The Position

The Field Service Supervisor is responsible for the day-to-day oversight of an assigned group of Service Technicians, ensuring customer needs are met, operational tasks are fulfilled, and service KPIs are communicated and achieved. This role provides direct supervision, assistance, and guidance on all technician responsibilities, including process compliance, safety protocols, and technician training, while maintaining ongoing communication with the Dispatch team to support new technicians and optimize daily scheduling. The Supervisor also conducts regular inspections of tools, vehicles, and inventory, ensuring quality standards are met and safety practices align with AAADM and ANSI requirements. Ultimately, the Field Service Supervisor upholds company goals, reinforces operational direction, and continues to lead by example in following the responsibilities of a Service Technician.

Requirements

Must be customer oriented and entrepreneurial in nature.
Must approach the posi t ion as a total service provider, whose goal is to ensure customer satisf a ction and retention to the highest degree, while supporting district business initiatives .
Individual mu s t possess a broad s cope of the role they play in ensuring the on-going success of the business, supporting team and accounts under their direct influence, and be willing to conduct service business in a professional manner that reflects team member investment, commitment, and "ownership" over the customer base and the business itself .
Strong technical product knowledge to service and trouble-shoot problems on all automatic, manual and revolver doors.
Ability to perform service in accordance with national standards (diagnose, repair and preventative maintenance).
Must be people-oriented and reflect enthusiastic, professional, highly respectable demeanour to facilitate supervision, coaching and guidance to field service technicians under the direction of the service manager for supporting department, company business requirements and service excellence.
Excellent written, verbal and pro-active follow up/through communications are required.

Responsibilities

Responsible for the day-to-day needs of assigned group of Service Technicians.
Supervise, assistance and direct assigned technicians on various work tasks covered under the service technician responsibilities to ensure the following:
Customer needs are met
Company operational tasks are fulfilled
Service KPI’s are regularly communicated and followed.
Service technician training is accomplished
Compliance on processes, procedures, guidelines and safety are being correctly followed by technicians.
Communicate with the Dispatch department to oversee and support the new/beginner technicians for continual training opportunities.
Daily communication with dispatch on best scheduling strategy to start the day and wrap up at the end of business to plan for the following day.
Support company and department goals by reinforcing direction, process compliance, and performance expectations.
Develop technicians through best practices, ongoing product training, and technical support.
Ensure compliance with AAADM and ANSI safety standards across the team.
Conduct regular inspections of tools, vehicles, and equipment, address quality or inventory issues promptly.
Train and monitor technicians on proper safety practices and ensure policy compliance.
Collaborate with other Field Service Supervisors to build a consistent, professional district-wide service team.
Identify and pursue opportunities for service revenue growth (e.g., upgrades, contracts, new equipment).
Manage hiring, onboarding, and setup for new technicians, including tools, supplies, and documentation.
Provide ongoing support and training to address skill gaps and improve technician performance.
Conduct evaluations and support team members in skill development and career growth.
Provide “real-time” feedback to manager related to individual performance on the following.
New Hirer Assessment
Technician Accomplishments
Representing Our Brand
Serving The Customer
Required Improvements
Management Of Company Assets
Brand Representation
Truck Management
Performance Reviews
Overall Performance in the Field.
Continue to follow and enforce the job description and tasks of the Service technician.