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# Field Service Technician Supervisor

- **Company:** Flow LLC
- **Location:** Charlotte, NC, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Monitoring of Systems, Networking Hardware, Microsoft Office, Network Routers, Firewalls (Computer Science)
- **Published:** October 27, 2026
- **Apply:** https://www.careerbuilder.com/job-details/field-service-technician-supervisor-charlotte-nc--2198ffe3-4cf6-4c53-8da3-7530596fef31

## About the Role

On Site Support, Entrepreneurship, Customer Support/Service, Automation, Manufacturing/Industrial Processes, On Site Support, Time Management, Process Improvement, Customer Satisfaction, Mentoring

## Description

The Field Service Technician Supervisor has a critical role responsible for overseeing and optimizing the delivery of IT support, field services, managed services, and customer success across Flow Control Group. This individual will lead, mentor, and motivate a team of Field Service Technician professionals, ensuring the consistent achievement of service level agreements (SLAs), timely response, high customer satisfaction, and operational excellence. The Supervisor will act as a primary point of contact for escalations, drive process improvements, and contribute to the strategic growth of the service delivery function across the business., Team Leadership & Management:

 * Lead, coach, and develop a team of field service technicians.
 * Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to foster professional growth and skill development.
 * Align with the department on performance goals and objectives for team members, ensuring alignment with company-wide targets.
 * Motivate and engage the team, fostering a collaborative and high-performance work environment.
 * Manage team scheduling, resource allocation, and workload distribution to ensure efficient service delivery.
 * Participate in the recruitment, onboarding, and training of new team members.
 * Manage monitoring for site uptime and ability to operate.

Service Delivery Oversight & Performance:

 * Ensure the consistent delivery of high-quality services in accordance with established SLAs, KPIs, and customer expectations.
 * Monitor, analyze, and report on key delivery metrics (e.g., response times, resolution rates, customer satisfaction scores, adherence to processes).
 * Identify trends, potential issues, and areas for improvement in service delivery.
 * Act as the primary escalation point for complex service issues, customer complaints, and challenging situations, ensuring timely and effective resolution.
 * Develop and implement corrective actions as needed to address service deficiencies.
 * Ensure compliance with company policies, procedures, and industry best practices
 * Collaborate with cross-functional teams (e.g., Sales, Product, Engineering, IT) to resolve systemic issues and improve overall service quality.
 * Ensure accurate and timely documentation of service activities, resolutions, and customer interactions.

Technical Requirements:

 * Monitoring tools such as LogicMonitor
 * Windows Operating System Support
 * Mobile Device Management
 * Active Directory
 * Office 365
 * Network and System Troubleshooting at a Tier 2/3 level, including general network hardware such as routers, switches, and firewalls
 * Windows-based servers