Field Service Support Supervisor

Primary Responsibility: The Field Service Support Supervisor is responsible for overseeing the daily operations and performance of the Field Service support team, including Dispatchers, Administrators, and other Field Service support personnel. This role ensures efficient coordination of service scheduling, documentation management, customer support, service administration, and operational processes to support Field Service and commissioning activities. The Field Service Support Supervisor works closely with Field Service Management, Project Management, and Field Service Technicians to ensure service operations are organized, responsive, accurate, and aligned with company standards and customer expectations.

Specific Duties and Responsibilities:

• Supervise and support Field Service support personnel, including Field Service Dispatchers, Field Service Administrators, and future support staff positions.
• Coordinate daily workflow, staffing priorities, and task assignments for the Field Service support team.
• Oversee scheduling and dispatch activities within Salesforce Field Service (SFS) to ensure efficient technician utilization and service coverage.
• Monitor and manage the Field Service Hotline to ensure calls are handled promptly and directed appropriately.
• Support Field Service Technicians by assisting with scheduling, documentation requirements, administrative needs, and operational coordination.
• Oversee the review, organization, and processing of service workbooks, commissioning books, reports, and related service documentation.
• Ensure Field Service documentation is accurate, complete, professionally prepared, and compliant with company standards.
• Coordinate with Project Management and other departments to support service execution, customer requirements, and project timelines.
• Maintain scheduling systems, spreadsheets, databases, and digital filing systems to ensure accurate service records and traceability.
• Monitor and support Field Service inventory tracking, fleet documentation, maintenance records, and operational assets.
• Oversee handheld analyzer asset tracking, maintenance, calibration, and documentation to ensure compliance and operational readiness.
• Generate reports and summaries related to Field Service scheduling, service activity, documentation status, and operational performance metrics.
• Assist with onboarding and training of Field Service support personnel regarding department procedures and documentation standards.
• Continuously evaluate Field Service support processes and recommend improvements to increase operational efficiency, reduce delays, and improve customer satisfaction.
• Participate in internal meetings as required and provide operational updates to management.
• Other duties as assigned.

• Excellent verbal and written communication skills.
• Strong leadership, organizational, and administrative skills.
• Ability to manage multiple tasks and priorities simultaneously while maintaining accuracy and professionalism.
• Ability to prioritize operational and administrative responsibilities based on urgency and business needs.
• Strong problem-solving and decision-making abilities.
• Proficiency with Windows and MS Office applications (Word, Excel, PowerPoint, Outlook, Teams).
• Highly organized and detail-oriented while able to understand the “big picture.”
• Prior experience using Salesforce Field Service (SFS) or similar service management software preferred.
• 7-10 years of prior experience in field service coordination, dispatching, service administration, operations support, or related experience.
• Prior supervisory or team leadership experience preferred.
• Positive attitude with a strong customer service mindset and ability to work collaboratively across departments.

Pulled from the full job description

• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Paid sick time
• Flexible spending account
• Life insurance, What’s in it for You:
• Health, Dental & Vision Insurance
• Annual Bonus Program
• $350 Annual Wellness Credit
• Flexible Spending Account (FSA)
• 401k with match up to 5%
• Life insurance
• Disability insurance
• 5 days of paid sick leave annually (prorated based on start date)
• 15 days PTO annually (prorated based on start date)
• $350 Production Reimbursement Program