Supervisor, Field Service

Position Summary

Under minimal direction provides assistance and support to the Service Manager in providing direction and support to the Field Service staff. Incumbent is responsible for the coordination and project management of Machine Tool installation and repair. As a Field Service Supervisor the incumbent is responsible for providing technical support and assistance to the Field Service Staff for troubleshooting, repair and upgrade for internal/external customers ensuring customer development, retention and satisfaction.

As a member of the management team the incumbent is responsible for the efficiency and productivity of the Service Department and strongly supports teamwork in supporting sales efforts. Incumbent works closely with their supervisor in coordinating development and performance management of the Field Service Staff. Based on business need incumbent will continue to be responsible for the troubleshooting and repair of customer equipment and will share in the work load to ensure customer satisfaction and retention.

This position is classified as Non‑exempt in accordance to the FLSA Guidelines. The job responsibility of performing installation, troubleshooting and repair is 20% or greater of the incumbents work time resulting in eligibility for overtime wages. Incumbent must follow the company guidelines for non exempt hours worked and absence.

• Assist the Service Manager in providing leadership and daily direction to the Field Service Team. Works closely with management for Service staff development and performance management. Works closely with their supervisor and Corporate Human Resources in the recruitment, interviewing and selection of Field Service Technicians.
• Monitor and ensure service team maintains appropriate technical skills for optimum efficiency and utilization.
• Manages the Service Apprentice new hires through the 18‑month program through graduation. Ensures all training program criteria is met.
• Assists in the development and the daily management of the department budget. Prepares operation reports as required, reviews for trends and efficiency opportunities.
• Provides assistance and/or performs dispatch requirements to meet the customer needs and establishes priority of customer calls.
• As a member of the management team conducts department meetings and ensures all company communications are flowed down to ensure company information is received and understood. Frequently reviews "open issues" and expedites resolution.
• Assist Service Technicians and Engineers with more complex and demanding service jobs.
• During peak work periods, vacations, illnesses, etc. performs routine service calls to ensure timely resolution of customer service needs.
• Manages a machine checklist process to catch elementary potential problems early and eliminate return visits to address undetected problems.
• Works with service manager to review machine installation sheets prior to machine installation to ensure Service Tech/Eng. is appropriately prepared. Performs appropriate and timely communications to the customer for machine installation and ensures the customer receives all necessary technical and machine documentation.
• Personally attends to dissatisfied customer service issues for timely resolution ensuring customer satisfaction.
• Continually improves processes and procedures that will enable better service to our customers, support a 24/7 service support environment, and department profitability.
• Participates in the management of the division showroom and ensures efficient and orderly operations and acceptable appearance.
• Responsible for maintaining current technical, interpersonal, and communication skills through continuous development. Progressive development of skills should be cultivated through further education, seminars, company training and other external resources such as reading material. Accountable for maintaining technical service skills at the highest level by attending builder training.
• Based on business need, assists, supports and/or performs other duties within scope and ability. Assumes accountability and responsibility for assigned projects and programs.

• Associates Degree in Business Administration or the equivalent in experience and formal coursework developing management skills, leadership, and team building.
• Minimum 2 years’ experience demonstrating leadership and team building skills.
• Formal education/training in the troubleshooting, repair, and installation of CNC Machine Tools.
• Minimum 10 years’ experience demonstrating the knowledge of servicing CNC machine tool products.
• Ability to maintain professional conduct when dealing with customers, builder representatives and staff.
• Good business writing and documentation skills.
• Excellent interpersonal communication skills.
• Demonstrated self‑starter and effective use of organization and planning skills.
• PC literate and skill efficiency in job related…