Field Service Supervisor

The Field Service Supervisor will be responsible for overseeing the day-to-day operations of the field service team, ensuring that on-site maintenance and troubleshooting efforts are scheduled, effectively handled, and customer issues are resolved in a timely manner. This role will require a technical background, excellent leadership skills, and the ability to adapt to changing support needs. The successful candidate will play a crucial role in maintaining high levels of customer satisfaction and driving the team's performance to meet established metrics.

Reporting Structure: Reports directly to the Field Operations Manager.

Team Leadership: Lead and supervise a team of field service representatives when they are supporting customers on-site, providing guidance, direction, and support to ensure the team's success.

Scheduling & Coordination: Works closely with the Field Office Administrator to develop, maintain, and adjust Field Service Representative (FSR) schedules to meet customer and project demands. Efficiently assign on-site tasks to team members based on their skillsets and availability, considering the changing support requirements on a daily basis.

Third-Party Contractor Coordination: Builds and maintains strong working relationships with third-party field service contractors; coordinates their services, defines scope, and schedules work as required to support field operations

Customer Issue Resolution: Oversee and ensure the timely and effective resolution of customer issues, aiming for high levels of customer satisfaction.

Work Order Management: Creates and manages Work Orders, ensuring each includes a clear and detailed scope of work, required resources, timelines, and customer expectations.

Closeout & Reporting Oversight: Oversees and ensures FSRs complete accurate and timely field reports and properly close Work Orders, Work Order Line Items, and Service Appointments in accordance with company procedures and performance expectations.

Technical Expertise: Maintain a good understanding of our products/services and stay up to date with changes and updates to ensure accurate support. Deep technical expertise support will be provided to this role by others.

Training and Development: Identify training needs and provide ongoing coaching and development to team members to enhance their technical skills and customer service capabilities.

Process Improvement: Continuously evaluate and optimize support processes to enhance efficiency and customer satisfaction.

Collaboration: Collaborate with other departments, including product development and sales, to provide valuable customer feedback and contribute to product/service improvements.

Reporting: Generate regular reports on team performance, KPIs, and trends to senior management.

Qualifications:

• Bachelor's degree in a relevant technical field or equivalent work experience.
• Proven experience in technical support or a related field.
• Strong leadership and team management skills with the ability to motivate and encourage the team to achieve targets.
• Excellent communication and interpersonal skills to interact with team members, customers, and other stakeholders.
• Sound problem-solving abilities and the capability to make effective decisions under pressure.
• Proficient in using CRM systems and reporting tools.
• Ability to adapt to changing priorities and handle multiple tasks simultaneously.
• Customer-focused mindset with a passion for delivering exceptional customer service.

Benefits

• 401(k) with company matching
• Medical, dental, and vision insurance
• Disability and life insurance
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Tuition reimbursement

EPC Power is an Equal Opportunity Employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.