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 service recovery abilities.
- Valid driver's license with an acceptable driving record.
Preferred Qualifications
- Associate's or Bachelor's degree in Business, Management, Technical Services, or related field.
- Prior experience managing remote or geographically dispersed employees.
- Experience utilizing field service management systems and performance reporting tools.
- Experience with workforce planning and operational metric management.
Competencies
- Leadership
- Coaching & Development
- Accountability
- Communication
- Customer Focus
- Strategic Thinking
- Decision Making
- Problem Solving
- Conflict Resolution
- Team Building
- Time Management
- Continuous Improvement
Physical Requirements
- Ability to travel throughout the assigned territory as required.
- Ability to visit customer homes and field locations.
- Ability to occasionally lift, push, pull, and move equipment weighing up to 50 pounds.
- Ability to stand, walk, bend, kneel, and climb stairs for extended periods.
- Ability to safely operate a motor vehicle.
Work Environment
- Combination of field, office, and remote work environments.
- Frequent travel throughout the assigned territory.
- Exposure to customer homes, appliance installations, electrical components, and mechanical systems.
- Occasional evening or weekend work may be required to support business needs.
The salary range for this position is $100,000 to $120,000 annually plus bonus. This range is a guideline and may not reflect your exact offer. Factors that will be considered when extending an offer include but are not limited to education experience, relevant skills, and alignment with market data.
Benefits
- Comprehensive health, dental and vision insurance
- Wellness discounts on medical premiums
- 100% covered life and long-term disability insurance
- 401k with company match
- PTO + holidays
- Discounted gym membership
- Generous Employee Purchase Program
- Wellness and volunteer programs
