The Field Service Supervisor is responsible for leading and managing a team of Field Service Technicians within the assigned region to ensure delivery of exceptional customer service, technical excellence, operational efficiency, and employee development. This position provides direct supervision, coaching, and performance management while ensuring compliance with company policies, safety standards, and service quality expectations.
The Field Service Supervisor partners closely with Training, Technical Support, Customer Service, and Service Leadership to drive business objectives, improve field performance, and deliver a best-in-class customer experience.
Essential Duties and Responsibilities
Leadership & Employee Development
Directly supervise and support Field Service Technicians within the assigned territory.
Conduct recruiting, interviewing, onboarding, and training activities for new employees.
Provide ongoing coaching, mentorship, and development opportunities to support employee growth and retention.
Conduct regular performance reviews, one-on-one meetings, and performance improvement discussions as needed.
Foster a positive, accountable, and collaborative work environment.
Address employee relations matters in partnership with Human Resources and Service Leadership.
Operational Management
Monitor and manage technician productivity, utilization, first-time completion rates, customer satisfaction, safety performance, and other key performance indicators.
Analyze operational trends and identify opportunities for continuous improvement.
Ensure proper field coverage and staffing levels throughout the region.
Assist in workforce planning and succession planning initiatives.
Support implementation of company initiatives, processes, and service programs.
Customer Experience
Serve as an escalation point for customer concerns and service recovery situations.
Drive a customer-first culture focused on delivering a premium service experience.
Partner with Customer Service and Technical Support teams to ensure timely and effective issue resolution.
Monitor customer feedback and implement action plans to improve service performance.
Compliance, Safety & Quality
Ensure compliance with all company policies, procedures, safety regulations, and applicable laws.
Conduct field observations and ride-alongs to evaluate technician performance and adherence to standards.
Promote a culture of workplace safety and accountability.
Ensure technicians maintain required certifications, training, and compliance requirements.
Asset & Inventory Management
Oversee company-issued vehicles, tools, inventory, uniforms, and technology assets.
Ensure proper inventory controls and asset accountability are maintained.
Monitor vehicle condition and maintenance compliance.
Support initiatives designed to improve inventory accuracy and operational efficiency.
Administrative Responsibilities
Complete required reports, documentation, and personnel records accurately and on time.
Maintain employee schedules, attendance records, and territory assignments.
Review and approve payroll-related information, expenses, and other administrative submissions as required.
Participate in regional and national leadership meetings.
Other Duties
Perform additional responsibilities and projects as assigned by Service Leadership.
Qualifications
Required Qualifications
High School Diploma or GED.
Minimum 3-5 years of field service, technical service, or related operational experience.
Minimum 2 years of leadership, supervisory, or team lead experience preferred.
Strong understanding of appliance repair, electrical, mechanical, and plumbing systems.
Proficient in Microsoft Office Suite, including Outlook, Excel, Word, and PowerPoint.
Strong communication, interpersonal, conflict resolution, and coaching skills.
Proven ability to effectively manage multiple priorities in a fast-paced environment.
Strong problem-solving and decision-making skills.
Customer-focused mindset with excellent…