Supervisor - Service

The Supervisor – Service is responsible for coordinating, organizing, and communicating all details related to field service operations. This position supervises service technicians and supports the repair, maintenance, and troubleshooting of commercial laundry equipment in the field.

• Coordinates and supports day-to-day field service operations to ensure timely customer response and efficient completion of service work.
• Serves as the team's primary technical subject matter expert for diagnosing, troubleshooting, and resolving complex mechanical, electrical, and operational issues on commercial laundry equipment.
• Serves as the first point of escalation for technical questions, complex service issues, and customer concerns, ensuring timely and effective resolution.
• Regularly performs field service work, equipment repairs, and customer site visits, functioning as a working lead alongside the service technician team.
• Provides hands-on coaching, mentoring, and technical guidance to service technicians to build skills, ensure quality, and reinforce consistent service practices.
• Assists with dispatch coordination and prioritization of service calls based on urgency, technician availability, customer commitments, and territory coverage.
• Reviews service work orders, technician documentation, labor entries, parts usage, and mileage for accuracy, completeness, and timely processing.
• Monitors service inventory, technician truck stock, tools, and equipment to support readiness and efficient operations.
• Identifies recurring equipment issues, service trends, and technical gaps; provides recommendations to management to support process improvement and training development.
• Supports onboarding and technical training of new service technicians; reinforces standard Company processes, safety procedures, and service expectations.
• Promotes and enforces safe work practices, including proper use of tools, service vehicles, testing devices, lifting equipment, and personal protective equipment.
• Partners with management on technician performance feedback, scheduling input, and operational updates.

Education and Experience:

• High school diploma or equivalent required. Associate or bachelor’s degree in business, mechanical, electrical, industrial, or related field preferred. An equivalent combination of education, training, and experience will be considered.
• 7+ years of mechanical repair or field service experience required; commercial laundry equipment experience strongly preferred.
• 2+ years of indirect leadership experience, such as a lead technician or equivalent required.
• Working knowledge of electrical testing tools and other diagnostic/programming tools required.
• Experience with dispatch systems, service ticketing platforms, and/or ERP systems preferred.
• Proficiency with office software, including word processing, spreadsheets, email, and database management.

Skills and Abilities:

• Strong mechanical and electrical acumen; ability to identify, diagnose, troubleshoot, and resolve equipment issues while supporting others in technical problem-solving
• Leadership skills: demonstrates trust and respect for others, builds positive relationships with the team, communicates expectations clearly, and coaches employees for success while fostering a problem-solving approach
• Strong organizational skills: ability to manage workload and multiple projects simultaneously while managing team priorities and meeting deadlines
• Strong analytical skills: able to evaluate results, identify trends, implement change, and report activities to upper management
• Business acumen: understands service operations, customer priorities, scheduling demands, and key drivers of operational efficiency
• Strong diplomacy skills: ability to handle conflict management, customer concerns, and service escalations in a professional manner
• Excellent written, verbal, and interpersonal communication skills; communicates effectively and professionally across all levels of the organization and with external stakeholders
• Strong work ethic; self-starter, demonstrating a proactive approach, self-initiative, and tenacity
• Resilient; able to confidently navigate ambiguity and change
• Customer-focused mindset with a commitment to service quality, responsiveness, and relationship building

Travel:

• Travel will be within the assigned service territory, approximately 25%-50% of the time
• Some overnight travel might be required during special projects, training, or customer support need

Standard and Physical Requirements:

• Position involves sitting, standing, walking, kneeling, squatting, stooping, bending, climbing, and manual dexterity.
• Position requires the ability to lift, carry, push, and pull up to 50 lbs. frequently. For greater weight items assistive devices will be provided.
• While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting; close vision; and ability to adjust focus.
• Must be able to safely operate a company vehicle, tools, testing devices, and other service-related equipment.
• Must have a valid driver’s license.
• Must have a clean Motor Vehicle Record.