Field Operations Supervisor - WARDJet

WARDJET Waterjet; Tallmadge (OH); On-site; USD 95,000 - 115,000; Full time

Job summary

WARDJET Waterjet in Tallmadge, Ohio is seeking a Field Operations Supervisor to lead the field service team, plan daily work orders, and ensure safe, high‑quality service. This hands‑on leadership role serves as the operational bridge between the office and the field, driving accountability and timely project execution.

You will mentor technicians, coordinate with Engineering, Parts, and Production, and push continuous improvements for CNC, waterjet, and automation systems, while maintaining

Qualifications

• Associate’s degree or technical certification in Industrial Maintenance, Mechatronics, Electrical/ Mechanical Engineering Technology, or a related field.
• Minimum 3 years of hands‑on experience in a technical field service environment working on advanced CNC, waterjet systems, robotics, or industrial automation.
• 1+ years of leadership or supervisory experience managing technical personnel in a field operations setting.
• Strong working knowledge of electrical schematics, mechanical assemblies, and ultra‑high pressure hydraulic/pneumatic systems. Experience using CRM, ERP, and service reporting tools.
• Ability to travel up to 40% of the time for high‑level customer escalations, complex machine audits, or field training oversight. Knowledge of North American and international travel planning.
• Physical demands include lifting up to 50 lbs, bending, climbing ladders, and working around heavy industrial machinery.
• Valid driver’s license with a clean record and a passport for potential global travel.

Responsibilities

• Schedule, dispatch, and route field service technicians to maximize first‑time fix rates and minimize downtime.
• Serve as the primary escalation point for technicians needing technical, logistical, or safety guidance.
• Coordinate cross‑departmental support with Engineering, Parts, and Production at Tallmadge headquarters.
• Mentor, coach, and train junior field technicians in electrical, mechanical, and UHPP systems.
• Conduct regular performance check‑ins and address gaps to foster continuous learning.
• Oversee post‑service follow‑ups, submission of field service reports, and warranty/billable work accuracy.
• Handle escalated customer complaints with de‑escalation and rapid problem resolution during critical line‑down scenarios.
• Drive continuous product/process improvements by feeding data back to Engineering and Manufacturing.
• Perform duties of Field Operations Supervisor and additional duties as assigned.

Skills

Leadership

Electrical schematics

Mechanical assemblies

Ultra-high pressure systems

CRM/ERP

Travel readiness

Education

Associate’s degree

Technical certification

Tools

CRM

ERP

Service reporting tools

Job description

The Field Operations Supervisor is responsible for the daily execution, scheduling, and tactical management of our field service team. Operating from our Tallmadge, Ohio facility at the intersection of automation, innovation, and unwavering customer commitment, this hands‑on leadership role ensures that field technicians are fully supported, projects are executed efficiently, and customer service standards are rigorously upheld. Rooted in AXYZ and WARDJet’s core philosophy that our integrity is the foundation of product quality and customer success, the Supervisor acts as the primary operational bridge between the office and the field, utilizing data‑driven tracking to ensure accountability, safety, and high‑performance standards.

DUTIES AND RESPONSIBILITIES

• Manage daily scheduling, dispatching, and routing of field service technicians to maximize first‑time fix rates, boost efficiency, and minimize customer downtime.
• Serve as the primary escalation point for technicians in the field needing immediate technical, logistical, or safety guidance.
• Coordinate cross‑departmental support (Engineering, Parts, Production) at our Tallmadge headquarters to ensure technicians arrive fully prepared with the resources required to complete complex high‑pressure waterjet and CNC machinery jobs.
• Actively mentor, coach, and train junior field technicians, building deep technical bench strength in electrical, mechanical, and ultra‑high‑pressure hydraulic systems.
• Conduct regular performance check‑ins, addressing behavioral or technical gaps swiftly and professionally to foster a collaborative culture of continuous learning.
• Oversee post‑service follow‑ups, ensure timely submission of field service reports, and review warranty/billable work accuracy.
• Handle escalated customer complaints with a focus on de‑escalation, professional communication, and rapid problem resolution during critical "line‑down" scenarios.
• Drive continuous product and process improvement by identifying recurring machine or component failures and feeding actionable data back to Engineering and Manufacturing.
• Perform the duties and responsibilities of the Field Operations Supervisor position and such additional duties as may be assigned by the Company from time to time, having regard to the Employee's skills, experience, and the operational requirements of the Company.

GENERAL COMPETENCIES

Communication

• Demonstrates courtesy, tact, and discretion in customer and internal communications.
• Communicates clearly, concisely, and accurately in writing and verbally to meet the needs of the audience.
• Presents information in a timely, complete, and accurate manner and accepts feedback constructively.

Information Management

• Demonstrates accountability, discretion, and sound judgment when managing service information and resources.
• Locates, organizes, documents, and updates information using appropriate CRM, ERP, reporting, and office systems.
• Analyzes, evaluates, and applies relevant information from technician worksheets, service orders, customer requests, and reporting tools.

Teamwork

• Works with others to support effective working relationships and achievement of service department goals.
• Cooperates with technicians, Parts, Finance, Project Management, Customer Care, and Technical teams to coordinate work efficiently.

Professional Behavior & Leadership

• Maintains attendance, punctuality standards, and accountability for assigned work.
• Accepts and acts on constructive feedback to improve performance and guides junior team members accordingly.
• Resilient under high‑pressure, "line‑down" customer conditions with an authoritative and structured approach.

Change Management

• Works effectively in a variety of situations and adapts quickly to changing service priorities.
• Embraces new methods of working and remains productive during transition periods.

SKILLS / KNOWLEDGE / EXPERIENCE / EDUCATION REQUIRED

• Education: Associate’s degree or technical certification in Industrial Maintenance, Mechatronics, Electrical/ Mechanical Engineering Technology, or a related field.
• Experience: Minimum 3 years of hands‑on experience in a technical field service environment working on advanced CNC, waterjet systems, robotics, or industrial automation.
• Leadership Experience: 1+ years of leadership or supervisory experience managing technical personnel in a field operations setting.
• Technical Skills: Strong working knowledge of electrical schematics, mechanical assemblies, and ultra‑high pressure hydraulic/pneumatic systems. Experience using CRM, ERP, and service reporting tools.
• Travel & Logistics: Ability to travel up to 40% of the time for high‑level customer escalations, complex machine audits, or field training oversight. Knowledge of North American and international travel planning.
• Physical Demands: Ability to lift up to 50 lbs occasionally, bend, stoop, climb ladders, and safely work around heavy industrial machinery and shop environments.
• Documentation: Valid driver’s license with a clean driving record, and a valid passport with the ability to travel globally as needed.