Generator ATS / Switchgear Field Service Supervisor

Primary FunctionThe 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.Essential DutiesCustomer Service and SchedulingCoordinate customer inquiries and service requests across walk-in, phone, and email channelsEstablish job priorities and schedule daily assignments for field techniciansCommunicate pricing, service timelines, and completion updates to customersMonitor schedules and proactively notify customers of changes or additional repair needsResolve customer complaints to ensure high levels of satisfactionOperations Coordination and ProductivityAssign and prioritize repair jobs to align with operational demandsManage technician time and workload to achieve productivity goalsCoordinate activities between service, parts, shop, and specialized departmentsLiaise with external vendors for specialized services such as cranes, OEM support, and radiator workAdministrative SupportOpen, manage, and close service calls including account review, coding, and warranty verificationEnter service notes, purchase orders, and job details into required systems and portalsPrepare quotes, reports, correspondence, and internal documentationSupport parts sourcing and ordering for service jobsAdminister credit and COD collections in accordance with company policySupervision and Team LeadershipSupervise and dispatch field service personnel to ensure quality and profitabilityConduct performance reviews and provide ongoing coaching and developmentEnforce company safety policies and proceduresSupport hiring, training, disciplinary actions, and overall team developmentMinimum RequirementsEducationHigh School graduate; associate's degree in management; or bachelor's degree preferred.Work Experience4-6+ years of experience in similar customer service-related position.Group leadership experience.PhysicalMust be able to work long periods while seated.Must have the ability to clearly communicate with customers on the phone and in person.OtherDemonstrated customer relations skills are required.Must have basic PC experience with keyboarding and word processing software (preferably Microsoft).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.