Technical Service Supervisor

OTC•Grand Rapids, MI

About The Position

The Technical Service Supervisor oversees the daily activities, performance, and development of Technical Services within the Finishing, Dispensing & Filtration (FDF) Segment. The role ensures efficient service delivery while maintaining high standards of safety, quality, productivity, and customer satisfaction. It provides hands-on technical leadership, coordinates service activities, supports technician training, and collaborates with Operations, Sales, Engineering, and Service Support teams. The supervisor oversees field service for industrial finishing and paint booth systems, including installations, preventive maintenance, troubleshooting, repairs, and emergency requests. The role also leads or coordinates technical assessments of paint booths and ovens, including airflow, pressure, filtration, temperature, and heat-distribution performance. It requires documenting findings, explaining them to customers, and coordinating recommendations and corrective work. The position monitors service performance and documentation, supports technician development and onboarding, addresses escalated technical and customer issues, and works to improve service processes, reduce downtime, and strengthen customer satisfaction. Travel to customer facilities and company locations is required as business needs dictate.

Requirements

High school diploma or equivalent.
At least 4 years of industrial equipment service, maintenance, field service, or related technical experience.
Strong mechanical, electrical, pneumatic, and troubleshooting skills.
Demonstrated ability to lead, coach, train, and develop technical employees.
Ability to interpret technical manuals, specifications, schematics, and service documentation.
Strong organizational, communication, customer service, and problem-solving skills.
Ability to manage competing service priorities and deadlines.
Working knowledge of OSHA standards and customer-specific safety procedures.
Proficiency with Microsoft Office and service management, ERP, CRM, or work order systems.
Ability to work independently and collaborate across functions.
Valid driver's license and ability to meet applicable company driving requirements.
Ability to satisfy applicable employment screening requirements consistent with company policy and law.
Willingness and ability to travel as required.

Nice To Haves

Associate's or bachelor's degree in a technical discipline, Engineering, Business, or a related field.
Previous supervisory, team lead, or service management experience.
Experience with industrial finishing systems, paint application equipment, dispensing technologies, filtration systems, or related equipment.
Knowledge of industrial paint booth airflow, ventilation, filtration, oven balancing, and diagnostic measurement methods.

Responsibilities

Supervise, coach, mentor, and support service technicians to ensure safe, efficient, high-quality service delivery.
Oversee daily field service operations, including installations, preventive maintenance, troubleshooting, repairs, and emergency requests.
Provide technical guidance and hands-on support for industrial finishing, paint application, dispensing, filtration, and related systems.
Coordinate technician scheduling, assignments, and resource allocation with Service Support and Operations teams.
Monitor technician productivity, labor utilization, service quality, and work order completion.
Ensure timely and accurate service reports, work orders, labor hours, and other documentation.
Promote compliance with company safety policies, OSHA requirements, customer site rules, and safe work practices.
Identify technician training needs and coordinate technical development, certifications, and cross-training.
Support onboarding and training of new technicians on company procedures, equipment, customer expectations, and safety.
Resolve escalated technical issues, service challenges, and customer concerns promptly and professionally.
Collaborate with Sales, Engineering, Operations, and Service Management on complex projects and customer opportunities.
Follow up with customers regarding completed work, equipment performance, and satisfaction.
Support service agreements, preventive maintenance programs, and customer commitments.
Monitor service equipment, tools, vehicles, and materials to ensure technician readiness.
Improve service processes, reduce downtime, increase first-time fix rates, and strengthen customer satisfaction.
Assist with performance evaluations, coaching, corrective action recommendations, and employee development in partnership with management and HR.
Review service metrics and report technician performance, customer concerns, and improvement opportunities.
Ensure service activities meet quality standards, customer requirements, and company expectations.
Demonstrate the company values of Integrity, Achievement, Expertise, Partnership, Investment, and Balance.
Travel to customer facilities and company locations as business needs require.
Perform other duties as assigned.
Lead or coordinate baseline performance assessments of prime and hardcoat paint booths, prioritizing documented operating issues and customer requirements.
Oversee measurement and evaluation of downdraft and crossdraft airflow, booth pressurization, and airflow distribution using appropriate test methods and measurement grids.
Assess dry scrubber performance, pressure differential, impaction, and air/solid separation effectiveness where applicable.
Review air supply house (ASH) variable-frequency drive (VFD) readings, supply-air damper positions, filter-bank pressure drops, and related operating data.
Verify booth temperatures, relative humidity, supply plenum filtration, perforated plate positions, exhaust fan airflow, and static pressures.
Coordinate oven airflow and heat-distribution balancing, including supply-air temperatures and volumes, air changes by zone, and longitudinal air velocity at entrances, exits, and interior points.
Inspect supply and exhaust fan speeds, damper positions, and air-seal operation where applicable.
Review system design drawings, airflow diagrams, equipment data, and commissioning/startup records to identify performance gaps and corrective actions.
Ensure technicians use suitable, calibrated diagnostic instruments appropriate to the assignment.
Document test results, explain findings to customers, and coordinate recommendations, follow-up service, and corrective work with technical and operations teams.