Service Supervisor

Lincoln Electric•Shelby Charter Township, MI

About The Position

The Service Supervisor is responsible for leading the planning, coordination, and execution of all service activities, including troubleshooting, warranty support, preventive maintenance, and emergency response. This role oversees internal service technicians, manages customer service requests, and ensures 24/7 availability for critical support needs. The Service Supervisor works closely with engineering, project management, sales, and customers to deliver timely, high‑quality service while maintaining Fori’s standards and driving continuous improvement across the department.

Requirements

High School Diploma or equivalent, technical degree preferred.
Minimum of 7–10 years of industry experience.
5 years of experience in site and installation lead preferred.
Prior experience supervising service technicians or skilled trades personnel.
Strong troubleshooting and problem‑solving abilities.
Experience in managing service schedules, customer requests, and field resources.
Excellent communication and customer‑facing skills.
Experience leading on-site or off-site service personnel.
Strong leadership, team coordination, and organizational skills.
Ability to handle fast‑paced environments and emergency response situations.
Ability to travel up to approximately 10%.

Nice To Haves

Valid U.S. Passport and ability to travel to Canada preferred
Experience with Concur and ERP systems (Epicor)
Experience in Microsoft Office Suite (Excel, and Project).

Responsibilities

Lead forecasting, allocation, and scheduling of all service resources, including internal technicians.
Develop and maintain detailed weekly schedules for the service department.
Track and maintain resource history, experience, location, certifications, and equipment assignments.
Respond to customer service requests, warranty claims, and equipment failures across all customer sites.
Ensure 24/7 availability of the Fori helpline for customer support.
Meet with customers to discuss open-service issues and ensure timely resolution.
Provide comprehensive service updates to internal and external stakeholders as needed.
Supervise and support service technicians across controls, electrical, mechanical, and pipefitting disciplines.
Support and monitor training, skill development, and technical growth of the service team.
Conduct employee performance reviews and participate in career development planning.
Assist with onboarding of new technicians, including site‑specific safety orientations.
Collaborate with sales and estimating to resolve customer issues, support quote evaluations, and ensure accurate service scope definitions.
Work with mechanical and controls engineers throughout all phases of service activities when technical support is required.
Facilitate clear communication between engineering, project management, and field personnel.
Ensure consistency in service RFQs, documentation, site reporting, and standard processes across all service work.
Oversee service procedures and implement improvements to increase efficiency, response time, and customer satisfaction.
Ensure all service work meets Fori and customer standards, quality expectations, and safety requirements.
Maintain and improve department service dashboards and performance metrics.
Ensure all service work orders, reports, and customer documentation are completed accurately and on time.
Perform site manager duties as required to support field activities or customer emergencies.
Support resolution of payroll discrepancies and administrative issues related to field staff.
Develop and implement strategies to increase service group revenue through improved customer engagement, service offerings, and utilization.
Identify opportunities for expanded service contracts, preventive maintenance programs, and aftermarket support.