Description:
This is a great opportunity for a technically strong leader who enjoys a mix of technical challenges - team collaboration, and meeting face to face with clients
The Field Service Supervisor will play a key role in overseeing field service activity, supporting customers with equipment issues, and helping drive a high standard of service delivery. This role will also be involved in remote customer training, ensuring end users are set up for success and confident in the operation, troubleshooting, and basic maintenance of their equipment.
Daily responsibilities may include but are not limited to:
- Coordinate and support field service technicians in the execution of installation, commissioning, troubleshooting, repair, and preventative maintenance activities
- Act as a technical escalation point for field service issues and help drive timely resolution of customer concerns
- Oversee service scheduling, technician utilization, and service priorities to ensure strong customer support
- Support customers remotely through phone, email, and virtual platforms to assist with troubleshooting and technical questions
- Deliver remote customer training sessions on equipment operation, basic maintenance, troubleshooting, and best practices
- Help develop training materials, user guides, and documentation to support customer onboarding and continued success
- Ensure service reports, work orders, and documentation are completed accurately and on time
- Work closely with internal teams including service, engineering, operations, and sales to support customer needs and continuous improvement
- Assist with root cause analysis and recommend corrective actions for recurring equipment or service issues
- Monitor service quality, customer feedback, and response times to help improve overall service performance
- Support parts recommendations, warranty matters, and follow-up actions related to customer issues
- Maintain a strong customer-focused approach while ensuring service standards, safety protocols, and company procedures are followed
Mandatory Requirements:
- 10+ years of field service, technical service, or maintenance experience within a manufacturing, industrial equipment, automation, equipment environment
- Previous experience in a lead hand, supervisory, or team leadership capacity
- Strong troubleshooting and problem-solving skills with mechanical and/or electrical equipment
- Experience supporting customers directly in a service environment
- Comfortable delivering remote customer training and explaining technical information in a clear, user-friendly way
- Strong communication and organizational skills
- Ability to coordinate multiple service priorities in a fast-paced environment
- Proficiency with service documentation, reporting, and Microsoft Office
- Willingness to travel as required for customer visits, service support, or technician support (up to 30%)