Field Service Supervisor

The Field Service Supervisor is responsible for performing the general duties of a Field Service Engineer as well as assisting the Field Operations Manager (FOM) with maintaining various administrative, technical, and training tasks. The position will also be responsible for managing a defined group of Field Service Engineers and Technicians within a region., To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to assist individuals with disabilities to perform these essential functions.

• Provides on-site preventative maintenance, minor repairs, performance verifications, calibrations, and software/hardware upgrades on EMSAR supported equipment.
• Establishes and maintains close communication with assigned customers to ensure maximum operational visibility.
• Responsible for customer satisfaction pertaining to services provided.
• Responsible for following quality practices specified by EMSAR and product vendors.
• Manages assigned work orders and document all facets of the work product in EMSAR's Computerized Maintenance Management System (CMMS).
• Provides accurate and timely reporting of service status and escalations.
• Maintains a professional appearance at all times with regard to dress code and personal appearance as well as tools and equipment.
• Controls and maintains all EMSAR assets, including tools, parts, and test equipment needed to preform work tasks.
• Promotes teamwork and cooperation between EMSAR associates and partner staff.
• Works regularly with the appropriate dispatcher for work assignments.
• Maintains a safe work environment, follows safety instructions/training, and utilizes appropriate safety equipment.
• Follows client quality requirements pertaining to services provided.
• Supports and applies appropriate quality system processes.
• Assists with the maintenance of the EMSAR quality system processes including continuous improvement.
• 70% of the time is spent in the field
• Other duties as assigned.

Supervisory Responsibilities:

• Directly supervises all employees in assigned region and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Preforms assigned associate's annual performance evaluations.
• Responsible addressing and resolving complaints from associates and customers, as well as rewarding and disciplining associates.
• Assure scheduling and calendar accuracy to promote team productive.
• Track productivity (minimal non-productive time - NPT), progress, and metrics.
• Report daily activity and payroll submissions.
• Provides technical assistance as needed.
• Assists with mentoring, onboarding, training of assigned associates.
• Works closely and directly with FOM, Account Engagement Managers, Group VP's, Quality, Human Resources, and Training Departments.
• May work with divisional clients to assist between the division, engineer and client.
• 30% of time spent performing supervisory duties.

Do you have experience in Team training?, The requirements listed below are representative of the knowledge, skill, and/or ability required to perform successfully in this position.

• 3 years leadership experience in a Service oriented field.
• 5 years' experience in a Field Support related position.
• Demonstrated experience in leading and successfully controlling financials.
• Experience recruiting successful candidates, on-boarding new hires, setting employee goals and monitoring employee development, and effectively handling disciplinary situations.
• Highly organized and flexible to schedule changes.
• Ability to solve problems and possess strong written and oral communication skills.
• Must have basic knowledge using Outlook, Word, Excel, PowerPoint, and Adobe.

Preferred Qualifications:

• Experience managing remote direct reports.
• Salesforce/ServiceMax knowledge/experience preferred.

Work Environment and Physical Demands:

The work environment and physical demands described below represent the activities and surroundings of the positions.

• Ability to travel, as needed.
• Must be able to sit, stand, and bend for long periods of time exceeding 4 hours.
• Ability to push, pull, drag 125 lbs and carry up to 50 lbs. with or without assistance.
• Capable and willing to work outside the standard 8 to 5 business hours and weekends