EMR, a leader in commercial kitchen repair, has an opening at our Beltsville commercial service division for a Field Service Supervisor. This is primarily a field-based leadership role focused on training, supporting, and overseeing Service Technicians. The Field Service Supervisor serves as a key resource for technician development, coaching, operational guidance, technical support, and customer service in the field. This position is responsible for ensuring technicians have the training, direction, and support necessary to successfully complete repairs while maintaining high standards of workmanship and customer satisfaction. The Field Service Supervisor plays an important role in cultivating quality workmanship, reinforcing company culture and values, promoting our commitment to creating a unique service experience (CAUSE), and contributing to a profitable and successful branch operation.

The Field Service Supervisor provides hands-on leadership and operational oversight by working closely with technicians, the Management Team, and customers. This role will spend most of their time in the field providing coaching, technical assistance, quality assurance, customer support, and oversight of repairs. The position is responsible for overseeing large jobs and quotes, assisting technicians with difficult repairs, identifying field training needs, and providing feedback to Management on technician performance and development. The Field Service Supervisor will also run service calls as needed and help ensure customer repairs are handled safely, efficiently, and satisfactorily. EMR is a drug-free workplace; a clean driving record is required.

Responsibilities

• Train, mentor, coach, and oversee Service Technicians in the field, providing the direction and support necessary to promote strong technical performance and customer service.
• Provide ongoing feedback and coaching to technicians to improve workmanship, troubleshooting skills, productivity, and adherence to company service standards.
• Oversee large jobs and quotes, helping ensure work is properly scoped, communicated, and completed to customer expectations.
• Provide hands-on technical support to technicians from and in the field, assisting with difficult repairs and challenging equipment issues.
• Monitor the quality of technician work and customer service in the field, taking corrective action and providing coaching when necessary.
• Help identify technician training and development needs and provide feedback to the Management Team regarding opportunities for improvement.
• Assist the Management Team in evaluating technician performance and contributing to performance development throughout the branch.
• Build and maintain strong customer relationships through field presence, proactive communication, issue resolution, and a commitment to creating a unique service experience (CAUSE).
• Contribute to a profitable operation by helping technicians understand and consistently deliver quality repairs, efficient service, and excellent customer experiences.
• Run service calls as needed to support branch operations, provide technical assistance, or address challenging customer and equipment issues.

• Perform other duties and special projects as assigned in support of field operations.

Qualifications

• Excellent communication, organizational, administrative, and computer skills, with the ability to work effectively in a team environment.
• Demonstrated ability to train, coach, mentor, and support employees in a field service environment.
• Strong mechanical and technical aptitude with related industry experience.
• Ability to prioritize responsibilities, manage multiple tasks, and work effectively in a fast-paced field environment.
• Must meet all Grade 3 Service Technician requirements.
• Current working knowledge of specialized tools used within the trade.
• Broad technical knowledge of the equipment serviced by the company.
• Commitment to maintaining current technical training and industry knowledge to provide technical assistance for challenging repairs across all types of equipment.
• Ability to work collaboratively with technicians, Management, Operations, and customers to achieve organizational goals.
• Ability and willingness to spend majority of the workweek in the field supporting technicians and ensuring customer repairs are being satisfactorily handled.

Position Benefits:

• Excellent salary & benefits-potential to make over six figures/year, paid vacation, 401K (discretionary company match).
• Luminare Insurance (Cigna network)-4 P.P.O. plans offered.

PPO H.S.A Catastrophic plan (higher deductible, lower premium)

PPO H.S.A plan (high deductible, low premium)

Mid. PPO plan (lower deductible, mid range premium)

High PPO plan (higher premium, co-pay only/no deductible)

• 4 coverage levels for insurance: Employee, Employee + Spouse, Employee + Children, and Family coverage.
• Prescription plan included in the medical insurance.
• Two Dental Plans.
• Two Vision Plans.
• Identity theft protection & legal advice through ID Shield.
• Short Term & Long Term Disability Insurance -EMR pays 100%.
• Term Life Insurance -$15k Company paid, with the option to buy additional coverage.
• All Insurance coverage begins the first of the month after hire date.
• 401K-immediate auto enroll at 5% in addition to discretionary company match.
• 100% Tuition Reimbursement- eligibility begins after 1 year of employment & classes must be at least 50% job related material.
• Port to port travel pay.
• Opportunity for additional income: Safe driving award, license & trade certification bonus, profit sharing bonus, parts upselling bonus, referral bonus for hard-to-fill positions, PM contract referral.
• Ongoing training with the potential for advanced certifications & licenses (fees paid by EMR).
• Technical support provided by EMR Field Service Supervisor or Service Mgr.
• Essential tools & PPE provided.
• Work Shoe Reimbursement.
• Company service vehicle offered.
• Fuel card, EZ-Pass, tablet and cell phone provided for business use.

Paid Leave:

• 17 days PTO accrual per year - 1st year is prorated.
• 3 days paid Jury Duty.
• 3 days Funeral leave.
• 8 holidays & 2 floating holidays per year. Double time earned for working a holiday.
• Paid Wellness day (paid day off to attend annual wellness physical)