Field Service Supervisor

Responsibilities

• General Supervisory Tasks
  • Conduct regular team meetings to discuss performance, updates, and any issues.
  • Perform periodic performance reviews for team members, providing feedback and setting goals.
  • Maintain accurate records of team activities, performance, and incidents.
  • Identify opportunities for process improvements and implement changes to enhance team performance and service quality.
  • Supervise, mentor, and motivate field service technicians, ensuring they adhere to company policies, safety regulations, and quality standards.
  • Approve timesheets and expense reports for the team.
  • Review expenditure requests from the team and follow the approval process.
  • Develop and maintain work schedules for field service technicians, ensuring optimal resource allocation.
  • Monitor and adjust schedules based on job priorities, technician availability, and workload.
  • Work closely with the dispatch team to ensure efficient job assignments and routing.
  • Address and resolve any scheduling conflicts or last-minute changes.
• Customer Focused Tasks
  • Oversee the resolution of customer issues, ensuring they are addressed promptly and satisfactorily.
  • Maintain accurate records of service activities and participate in bi-weekly calls with customers.
  • Ensure that the team has the necessary tools, equipment, and resources to perform their duties.
  • Participate in and schedule exit meetings with customers and keep detailed notes on action items, follow ups, and customer required tasks as well.
  • Keep detailed action lists for each customer, documenting issues that need to be solved.
  • Prioritize tasks based on urgency and customer impact.
  • Ensure timely follow-up and resolution of customer issues.
  • Regularly update customers on the status of their issues and actions taken.
  • Collect and analyze customer feedback regarding the quality of service provided.
• Service Team Focused Tasks
  • Participate actively in the resource coordination on a weekly basis.
  • Monitor and participate in the service report process.
  • Ensure that the team has the necessary tools, equipment, and resources to perform their duties.
  • Communicate critical information and updates to the manager throughout the shift, including urgent requests, progress reports, and external support needs.
  • Identify training needs and opportunities for professional development of the field service team, working with the Training Coordinator to develop their training plan.
  • Assess the training needs of the team based on performance and feedback.
  • Communicate clearly the quality benchmarks for the team.
  • Regularly visit jobs and job sites that your team is performing work at to validate the execution of our safety practices, the quality of our service, and the way that our team is representing Frontmatec in the field.
• Continuous Improvement Tasks
  • Participate in the DMS (daily management system) representing Field service.
  • Work with various teams in maintaining and improving the CRM (customer relationship management system)
  • Gather feedback from field service technicians in regard to safety hazards, equipment design, ergonomics, serviceability of the equipment, tools and safety PPE and put into place corrective measures.

Required knowledge and skills  

• Great understanding of Microsoft Office
• Ability to read and interpret technical manuals, schematics, and blueprints.
• Competence in using field service management software and mobile applications.
• Very good communication skills.
• Sense of responsibility.
• Customer service experience
• Resourcefulness
• Stress resistance
• Awareness of industry safety standards and regulations, including OSHA guidelines.
• Act as a Frontmatec ambassador

Education and experience

• Professional or college degree in electromechanics or automation.
• Strong knowledge of the equipment and machinery relevant to the industry, proficiency in troubleshooting and repair techniques.
• Minimum of 5 years of field service experience, with at least 2 years in a supervisory role.
• Demonstrated ability to manage customer relationships and deliver high levels of customer satisfaction.

Working condition

• Regular travel to customer sites.
• Work may involve exposure to varying environmental conditions.
• Availability for on-call support and emergency service.