<p>Primary Function</p> <p>The field service supervisor provides major support for the service department through promoting customer satisfaction, direct customer contact responsibilities, quoting of major jobs, directly supervising field service technicians, and performing administrative operational responsibilities.</p> <p>Essential Duties</p> <p>Customer Service and Scheduling</p> <p>Coordinate customer inquiries and service requests across walk-in, phone, and email channels</p> <p>Establish job priorities and schedule daily assignments for field technicians Communicate pricing, service timelines, and completion updates to customers Monitor schedules and proactively notify customers of changes or additional repair needs Resolve customer complaints to ensure high levels of satisfaction</p> <p>Operations Coordination and Productivity</p> <p>Assign and prioritize repair jobs to align with operational demands Manage technician time and workload to achieve productivity goals Coordinate activities between service, parts, shop, and specialized departments Liaise with external vendors for specialized services such as cranes, OEM support, and radiator work</p> <p>Administrative Support</p> <p>Open, manage, and close service calls including account review, coding, and warranty verification</p> <p>Enter service notes, purchase orders, and job details into required systems and portals Prepare quotes, reports, correspondence, and internal documentation Support parts sourcing and ordering for service jobs Administer credit and COD collections in accordance with company policy</p> <p>Supervision and Team Leadership</p> <p>Supervise and dispatch field service personnel to ensure quality and profitability Conduct performance reviews and provide ongoing coaching and development Enforce company safety policies and procedures Support hiring, training, disciplinary actions, and overall team development</p> <p>Minimum Requirements</p> <p>Education</p> <p>High School graduate; associate's degree in management; or bachelor's degree preferred.</p> <p>Work Experience</p> <p>4-6+ years of experience in similar customer service-related position. Group leadership experience.</p> <p>Physical</p> <p>Must be able to work long periods while seated. Must have the ability to clearly communicate with customers on the phone and in person.</p> <p>Other</p> <p>Demonstrated customer relations skills are required. Must have basic PC experience with keyboarding and word processing software (preferably Microsoft).</p> <p>This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modifications to this job require Human Resources approval.</p>