Supervisor Field Service Engineering - iWarehouse
Role details
Job location
Tech stack
Job description
We are seeking a skilled and motivated Field Service Engineering Supervisor for iWarehouse who brings both technical expertise and strong leadership capabilities to the role. In this position, you will oversee and support a team of field service engineers, providing guidance, technical direction, and mentorship to ensure the effective delivery of iWarehouse products and services. You will collaborate closely with cross-functional teams to drive continuous improvement, uphold quality standards, and achieve organizational objectives. We value innovation, collaboration, and integrity-and we welcome creative ideas that enhance how we serve our customers and support our teams. If you are a results-oriented leader who approaches challenges with professionalism, positivity, and a commitment to excellence, we invite you to join our team.
What You'll Be Doing:
- Lead and mentor a team of field service engineers, fostering professional growth, technical skill development, and a high-performance culture focused on safety, quality, and customer satisfaction.
- Represent the field organization in new development projects, ensuring early identification of potential field impacts, and collaborating with engineering teams to develop sustainable support strategies for new and existing products.
- Facilitate collaboration between field service, product development, and engineering teams, ensuring user and customer feedback is captured and effectively integrated into design enhancements and product updates.
- Oversee the review process for technical documentation, service manuals, and training materials, providing guidance and professional feedback to ensure alignment with field standards.
- Establish and improve Standard Work Documentation, promoting consistency, across field operations.
- Act as a subject matter expert and technical mentor, supporting the onboarding and continuous learning of field personnel related to new technologies and product developments.
- Engage with customers and internal stakeholders to gather insights, address escalated issues, and strengthen relationships through proactive communication and responsive technical leadership.
- Oversee call desk operations, ensuring timely resolution of complex technical issues, managing escalations, and coaching agents on problem-solving and communication best practices.
- Develop and deliver technical training programs, ensuring consistent understanding of system functionality, troubleshooting methods, and service expectations.
Requirements
Do you have experience in Supervising experience?, * Bachelor's degree in engineering or equivalent technical degree and three years of engineering experience or 11 years of related experience.
- Previous leadership experience (team lead, project lead, technical lead)
- Customer interface experience.
- Competent in applicable PC applications.
- Proficient in Microsoft Office programs including Word, Excel, and PowerPoint.
- Strong communication skills.
- Ability to present technical material to a technically diverse audience as well as a non-technically diverse audience.
- Flexibility to travel for in-person training or customer visits, up to 50%
- Ability to be on a rotating 24/7 on-call schedule.
- Works well in a team or individual environment.
What Sets You Apart:
- Experience in the Material Handling Systems Industry.
- Systems integration or networking exposure.
- Understanding of various software programming languages (C, C+, Linux).
- Understanding of wireless networking and networking infrastructure.
- Additional knowledge of Raymond Material Handling equipment.
- Project management experience.
Benefits & conditions
Pulled from the full job description
- Tuition reimbursement
- Health insurance
- 401(k) matching
- Paid time off
- Vision insurance
- Dental insurance
- Relocation assistance, * Enjoy the best of both worlds with a hybrid schedule-collaborate in person at our Greene, NY office and work remotely two days per week (upon successful completion of training and orientation).
- This position may require travel up to 50%
What Your Total Compensation & Benefits Package will look like:
Salary - $106,000 - $135,000 per year. Compensation depends on the selected candidate's education and experience.
Relocation: This role may be eligible for relocation assistance.
World Class Benefits:
- Competitive Salary
- Performance Bonus
- Generous Paid Time Off and 13 Paid Holidays
- Affordable Medical plans and no-cost Dental & Vision options
- 100% 401(k) match up to 6%
- Company-Paid Life Insurance, Short-Term Disability, and Long-Term Disability
- Tuition Assistance Program
- Employee Assistance Program (EAP) with access to mental health care, legal support, and financial guidance
- Recognition and Kaizen (continuous improvement) Reward Programs
- Meaningful opportunities for personal and professional development
- Onsite Fitness Center & Occupational Health Clinic
- Best in class work culture!