Shop Service Supervisor

DESCRIPTION

We are looking for a talented Field Service Supervisor to join our team in Service in Bloomington, CA.

In this role, you will make an impact in the following ways:

• Drive high-quality service execution by effectively coordinating technician schedules, aligning repair plans to customer quotes, and ensuring repair productivity and quality meet expectations.
• Elevate team performance through ongoing coaching, real-time feedback, and structured performance reviews that support technician and team leader development.
• Strengthen technical reliability by serving as the first line of support for technicians and escalating complex issues promptly to maintain workflow efficiency.
• Optimize service logistics by managing materials, equipment, and labor to ensure safe, efficient, and cost-effective operations.
• Enhance customer trust and satisfaction through accurate quoting, transparent communication, timely updates, and professional management of warranty-related concerns.
• Accelerate continuous improvement by reviewing and refining processes to meet evolving customer expectations and organizational goals.
• Ensure timely repair completion by monitoring open jobs, resolving obstacles quickly, and safeguarding adherence to quoted timelines.
• Contribute to branch success by tracking performance goals, driving customer satisfaction metrics, and building strong, lasting relationships with key customers.

To be successful in this role you will need the following:

• Strong financial acumen to interpret key cost, productivity, and profitability indicators, helping you make informed decisions that improve service operations and resource allocation.
• Effective communication skills to deliver clear, audience‑specific messages to technicians, leaders, and customers, ensuring alignment and reducing confusion.
• Deep customer focus to build trust, strengthen relationships, and consistently deliver solutions that meet or exceed customer expectations.
• Ability to direct work efficiently by setting clear priorities, delegating effectively, and proactively removing barriers so the team can perform at its best.
• Commitment to accountability by holding yourself and your team to high performance standards, ensuring deadlines, quality metrics, and commitments are consistently met.
• Skillful conflict management to address issues quickly and professionally, minimizing disruption and maintaining a productive, respectful work environment.
• Strong diagnostics application skills to translate customer complaints into actionable troubleshooting steps, use mechanical/electronic tools effectively, validate repairs, and document findings accurately.
• Proficiency with electronic service tools to select, use, and interpret the correct hardware and software for diagnosing issues and determining accurate next steps.
• Accurate and thorough service documentation to capture customer, equipment, and technical details in the service system, ensuring complete and reliable records.
• Capability to manage technical escalations by gathering needed data, using available resources, escalating when appropriate, and documenting all actions for seamless handoffs and timely resolution.
• Strong understanding of warranty processes to verify failures correctly, apply warranty criteria accurately, identify eligible components, communicate requirements, and submit complete, correct claims.

Education, Licenses,

Certifications:

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
• This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

• Intermediate level of relevant work experience in a technical field, including team leadership experience, required.

• As a service supervisor, your core responsibilities include managing staff, optimizing workflow, maintaining safety standards, and ensuring high levels of customer satisfaction.
• You must possess the capacity to organize and prioritize multiple field and in-shop service events to maximize efficiency.
• You must have knowledge and familiarity with shop diagnostics tooling and their…