Generator ATS / Switchgear Field Service Supervisor

Gregory Poole Equipment Company•Garner, NC

About The Position

The field service supervisor provides major support for the service department through promoting customer satisfaction, direct customer contact responsibilities, quoting of major jobs, directly supervising field service technicians, and performing administrative operational responsibilities.

Requirements

High School graduate; associate’s degree in management; or bachelor’s degree preferred.
4-6+ years of experience in similar customer service-related position.
Group leadership experience.
Must be able to work long periods while seated.
Must have the ability to clearly communicate with customers on the phone and in person.
Demonstrated customer relations skills are required.
Must have basic PC experience with keyboarding and word processing software (preferably Microsoft).

Responsibilities

Coordinate customer inquiries and service requests across walk-in, phone, and email channels
Establish job priorities and schedule daily assignments for field technicians
Communicate pricing, service timelines, and completion updates to customers
Monitor schedules and proactively notify customers of changes or additional repair needs
Resolve customer complaints to ensure high levels of satisfaction
Assign and prioritize repair jobs to align with operational demands
Manage technician time and workload to achieve productivity goals
Coordinate activities between service, parts, shop, and specialized departments
Liaise with external vendors for specialized services such as cranes, OEM support, and radiator work
Open, manage, and close service calls including account review, coding, and warranty verification
Enter service notes, purchase orders, and job details into required systems and portals
Prepare quotes, reports, correspondence, and internal documentation
Support parts sourcing and ordering for service jobs
Administer credit and COD collections in accordance with company policy
Supervise and dispatch field service personnel to ensure quality and profitability
Conduct performance reviews and provide ongoing coaching and development
Enforce company safety policies and procedures
Support hiring, training, disciplinary actions, and overall team development