SENIOR SERVICE SUPERVISOR

Location: Service Center - Houston, TX
Travel: Up to 25%

Lead the Team. Support the Field. Advance the Mission.

Professional Summary

The Senior Service Supervisor is a highly visible, hands-on leader responsible for supporting and guiding Field Service Technicians as they perform complex, mission-critical work in the field. This position balances workforce leadership, operational planning, customer responsiveness, quality, safety, and technical execution in a challenging yet highly rewarding service environment.

The successful candidate will be flexible, adaptable, and exceptionally organized, with the ability to manage competing priorities, respond to rapidly changing demands, and remain focused under pressure. A strong leadership presence, sound judgment, and a genuine commitment to supporting employees, customers, and the organization's larger mission are essential.

Outstanding written and verbal communication skills are required. The Senior Service Supervisor must be able to adjust their communication style and interact confidently and professionally with Field Service Technicians, project teams, senior leadership, and military customers. Strong customer-service instincts, empathy, active listening, and the ability to build trust across all levels of the organization are critical to success.

This is not a traditional 9-to-5 position. Field operations and customer requirements may occasionally require availability by phone, text, or email outside normal business hours.

What We Offer

• Benefits beginning on the first day of employment
• 401(k) with a 6% company match
• Tuition reimbursement
• Professional-development opportunities
• A collaborative and supportive work environment
• The opportunity to lead a skilled workforce and contribute to a larger mission

Principal Duties and Responsibilities

• Plan, direct, and manage the work performed by technical representatives to optimize labor capacity, meet customer schedules, and ensure high-quality workmanship and customer satisfaction.
• Manage production in coordination with the Project Manager on larger-scale projects.
• Coordinate with the Quality Manager on all quality-related tasks, including Process Control Procedures (PCPs) and Test and Evaluation (T&I) documentation.
• Review and provide feedback on daily service reports and Condition Found Reports submitted by technical representatives.
• Schedule and dispatch technical representatives while balancing customer demand with employee vacation and personal-time needs. Maintain service-center-wide visibility of all employee assignments.
• Review and approve timecards and expense reports for all technical representatives.
• Assess the talent and capabilities of the workforce and implement an annual training plan.
• Motivate, mentor, and coach the workforce to provide superior customer service.
• Recommend staffing levels to ensure manpower resources are available to satisfy customer requirements. Participate in the recruiting and interviewing process and make hiring decisions.
• Conduct midyear and year-end performance assessments and recommend merit increases and promotions based on performance. Develop performance-improvement plans or take disciplinary action as required.
• Promote a safe working environment and promptly address safety concerns.
• Develop and maintain a record of standard work and the time required to complete assignments for use in quoting future work.
• Implement productivity improvements through more effective tools, enhanced training, or improved processes.
• Assist with quoting service jobs.

Leadership and Communication Expectations

• Demonstrated excellence in written and verbal communication.
• Ability to communicate effectively and professionally with Field Service Technicians, project teams, senior leadership, and military customers.
• Strong leadership presence with the ability to remain composed, decisive, and approachable in demanding situations.
• Exceptional customer-service skills, empathy, and active-listening abilities.
• Strong organizational and time-management skills, with the ability to prioritize competing demands, manage multiple assignments simultaneously, and remain focused and responsive in a fast-paced field-service environment.
• Flexibility and adaptability when responding to changing field conditions, employee needs, and customer priorities.
• Willingness to respond to occasional business-critical calls, texts, or emails outside normal working hours.

Qualifications and Educational Requirements

• Associate degree in a diesel engine technology program or equivalent experience. Bachelor's degree preferred.
• Course work in Fundamentals of Supervision and Project Management.
• Minimum 6 years industry experience or 6 years military experience working on medium speed diesel engines.
• Prefer minimum four years' experience as FM Field Service Tech.
• Prefer three years' experience in a supervisor role in a service environment.
• Basic foundation in pneumatic, PLC and electronic engine controls.
• Familiarity with a variety of FM engine products.
• Excellent communication, problem solving, organizational, and interpersonal skills.
• Self-starter and able to work with minimal supervision.
• Solid working knowledge of Microsoft Word, Excel, and Project; experience with an ERP system (Oracle, SalesForce) is preferred.
• Travel requirements up to 25%.
• This position requires access or potential access to Unclassified Naval Nuclear Propulsion Information, which is Not Releasable to Foreign Nationals (NOFORN) data. Therefore, to meet NOFORN requirement, you will have to provide proof of US Citizenship and attest that you do not have dual citizenship. Acceptable proof of US Citizenship is a US Passport, US Birth Certificate or Naturalization Certificate.

Fairbanks Morse offers a competitive benefits package including but not limited to medical, dental, vision, life, and disability insurance and 401k retirement plan with employer match. In addition, we offer paid time off, paid holidays, paid parental leave, and tuition reimbursement. This position may also be eligible for a travel hardship bonus when applicable.