Supervisor, Field Service

Epson America, Inc. • Dallas, TX

4d • $91,121 - $129,051 • Remote

About The Position

Epson is seeking a Field Service Supervisor to lead Field Service Specialists and Technicians who provide installations, service, and technical support to customers. The supervisor oversees daily field service operations, including scheduling and dispatch, and ensures work meets standards for safety, quality, productivity, and customer service.

The role includes coaching and developing team members, monitoring service performance, managing escalations, and ensuring the team has appropriate training, tools, and support. The supervisor works with customers, internal business partners, vendors, and Service leadership to address needs, resolve issues, and improve field operations. Responsibilities also include hiring and evaluating staff, maintaining procedures, supporting planning and budgeting, and aligning team goals with Service priorities.

This is a remote position based in the Central Time Zone, with travel to customer locations and other locations as business needs require. The starting annual base pay is USD $91,121 to $129,051; actual pay depends on factors including training, transferable skills, work experience, business needs, and market demands.

Requirements

• Field service or technical service experience supporting commercial or industrial equipment or similarly complex electromechanical products.
• Experience leading, supervising, or developing field-based technical or service teams.
• Strong leadership and people-development skills, including coaching performance, providing constructive feedback, and building team capabilities.
• Strong customer service and relationship-management skills, including managing customer concerns and service escalations.
• Ability to coordinate field resources, prioritize competing service needs, and adapt to changing customer and business requirements.
• Strong operational and problem-solving skills focused on safety, service quality, productivity, and customer satisfaction.
• Ability to monitor service performance and use operational information to identify issues and improvement opportunities.
• Strong written and verbal communication skills for communicating with field teams, customers, cross-functional partners, and leadership.
• Experience maintaining service documentation, operational procedures, and accurate business records.
• Ability to work across functions and build relationships with internal and external partners.
• Sound judgment, accountability, and ability to address issues independently and escalate when appropriate.
• Ability to travel within the assigned region and to other locations as business needs require.
• Must reside in the Central Time Zone and be able to support customers and team members throughout the region.

Responsibilities

• Lead daily field service operations for Field Service Specialists and Technicians, ensuring coverage and execution of customer service needs.
• Assign and prioritize work, manage dispatch activities, monitor service-level commitments, and address escalations.
• Ensure safety compliance, conduct toolbox talks, and verify customer site readiness.
• Review work orders, service documentation, and parts usage for accuracy and completeness; monitor service quality and productivity.
• Coach and develop team members through feedback, ride-alongs, performance discussions, and skill evaluations.
• Coordinate technical training, certifications, and on-call rotations.
• Communicate service priorities, customer requirements, operational updates, and changing business needs to the team.
• Support product installations, end-user training, workflow development, maintenance, and technical support.
• Identify and resolve customer and operational issues, escalating concerns when appropriate.
• Hire, onboard, develop, and evaluate team members while fostering accountability, collaboration, and a strong customer-service culture.
• Build relationships with customers, internal business partners, vendors, and Service leadership.
• Develop and maintain departmental procedures and standards for consistent, efficient field service operations.
• Support annual planning and budgeting and manage operations within established budget guidelines.
• Establish team goals aligned with Service priorities and contribute to tactical and annual operating plans.
• Identify opportunities to improve service processes, productivity, quality, and the customer experience.

Benefits

• Comprehensive medical, dental, vision, and prescription drug coverage eligibility on start date.
• Paid time off, including sick time, vacation, and holidays.
• Company-paid life insurance and short-term and long-term disability programs.
• 401K plan with company matching.
• Educational reimbursement.
• Employee assistance program (EAP).
• Adoption assistance.
• Employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed