Supervisor Field Service Engineering - iWarehouse
About The Position
We are seeking a skilled and motivated Field Service Engineering Supervisor for iWarehouse who brings both technical expertise and strong leadership capabilities to the role. In this position, you will oversee and support a team of field service engineers, providing guidance and technical direction to ensure the effective support of iWarehouse. You will collaborate closely with cross-functional teams to drive continuous improvement, uphold quality standards, and achieve organizational objectives. We value innovation and welcome creative ideas that enhance how we serve our customers and support our teams. If you are a results-oriented leader who approaches challenges with professionalism, positivity, and a commitment to excellence, this might be the role for you!
Requirements
- Bachelor’s degree in engineering or equivalent technical degree – or 8 + years of related professional experience in lieu of degree.
- 3 + years of engineering experience – or 11 + years of experience without a relevant degree.
- Previous leadership experience (team lead, project lead, technical lead).
- Customer interface experience.
- Competent in applicable PC applications.
- Proficient in Microsoft Office programs including Word, Excel, and PowerPoint.
- Strong communication skills.
- Ability to present technical material to a technically diverse audience as well as a non-technically diverse audience.
- Flexibility to travel for in-person training or customer visits, up to 50%.
- Ability to be on a rotating 24/7 on-call schedule.
Nice To Haves
- Experience in the Material Handling Systems Industry.
- Systems integration or networking exposure.
- Understanding of various software programming languages (C, C+, Linux).
- Understanding of wireless networking and networking infrastructure.
- Additional knowledge of Raymond Material Handling equipment.
- Project management experience.
Responsibilities
- Lead and mentor a team of field service engineers.
- Represent the field organization in new development projects, ensuring early identification of potential field impacts.
- Collaborate with engineering teams to develop sustainable support strategies for new and existing products.
- Connect field service, product development, and engineering teams to turn customer feedback into product improvements.
- Oversee the review process for technical documentation, service manuals, and training materials, providing guidance and professional feedback to ensure alignment with field standards.
- Establish and improve Standard Work Documentation, promoting consistency, across field operations.
- Engage with customers and internal stakeholders to gather insights, address escalated issues, and strengthen relationships.
- Oversee call desk operations, ensuring timely resolution of complex technical issues, managing escalations, and coaching agents on problem-solving and communication best practices.
- Develop and deliver technical training programs, ensuring consistent understanding of system functionality, troubleshooting methods, and service expectations.
Benefits
- Competitive Salary
- Generous Paid Time Off and 13 Paid Holidays
- Affordable Medical plans and no-cost Dental & Vision options
- 100% 401(k) match up to 6%
- Company-Paid Life Insurance, Short-Term Disability, and Long-Term Disability
- Tuition Assistance Program
- Employee Assistance Program (EAP) with access to mental health care, legal support, and financial guidance
- Recognition and Kaizen (continuous improvement) Reward Programs
- Meaningful opportunities for personal and professional development
- Onsite Fitness Center & Occupational Health Clinic
- Best in class work culture!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
