Field Service Supervisor

What We NeedOur Duluth, GA is looking for a Field Service Supervisor to join our Engraving Solutions business, which sells through our Brady and Gravotech brands. This role is the backbone of our field operations, managing team activities through parts ordering, dispatching, and essential administrative tasks, while providing direct supervision to the Field Service Team. This individual will work under the general guidance of the Service Manager, using independent judgment to meet department objectives and deliver best-in-class service.This is an on-site role at our office located in Duluth, GA.What You'll Be DoingOperational Oversight - Manage all customer service activities for the Field Services Team, ensuring every follow-up is handled promptly and within department protocols.Logistics Coordination - Orchestrate the team's itinerary by allocating service requests, balancing workloads, and staying flexible as personnel availability changes.Data Management - CRM utilization to keep precise records and leverage that data to evaluate the overall performance of the team.Customer Advocacy - Ensure high satisfaction through professional communication, acting as an escalation point for difficult issues and collaborating with leadership for resolutions.Continuous Improvement - Regularly evaluate field support processes to identify and implement meaningful improvements.Team Development - Monitor staff performance by setting clear goals and providing the mentorship and constructive feedback necessary for professional growth.What You Will Need To Be SuccessfulAssociate degree, equivalent technical school education or comparable work experience.5 years minimum experience in a customer service or technical support role supporting users via phone, email, chat and in-person with at least 1 year of experience as an escalation contact preferred. Ability to lead a team toward high service standards while consistently meeting internal metrics.Excellent critical thinking, organizational, research and multitasking skills.Strong knowledge of Salesforce or similar operating systems, along with an understanding of databases, networking databases and other technical components.Ability to support travel including overnight when needed, approximately 20%. Valid drivers license required.About UsWho we are:Gravotech has been a global leader in direct part marking and laser engraving since 1938. Gravotech machines are used by more than 60,000 customers around the world, from large consumer brands and industrial manufactures to professional engravers and small retail customers alike.In 2024, Gravotech joined Brady Corporation's global portfolio of brands. Brady is a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room - Brady is just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities. Gravotech products help enable Brady's full range of industrial identification solutions in industries around the world.We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2025, Brady employed approximately 6,400 people in our worldwide businesses. Our fiscal 2025 sales were approximately $1.51 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com.Why Work At BradyA career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth. And as a member of the Gravotech team, you'll get to represent a company with unique brand recognition across several industries. Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back.Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.Our BenefitsComprehensive insurance coverage starting on your first day of employment, including medical, dental, and visionGenerous 401(k) with company matchPaid time off and holidaysOpportunity to participate in incentive programs for all full-time employeesFamily planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistanceEducation reimbursement opportunitiesScholarship program for children of Brady employeesA variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunitiesEmployee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)Dress-for-your-day dress codeCharitable contributions matched through Brady's Matching Gift program