Field Ops Supervisor - (Holland, OH)
Velocity
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Benefits offered by this job
Job summary
Velocity MSC is seeking a Field Ops Supervisor (Holland, OH) to lead the daily GGE-Field Operations team, coordinate VFT preparation and onboarding, and manage travel for project jobs. You will also handle escalations, policy enforcement, and KPI tracking to ensure timely field delivery.
The role requires an associate degree in management or equivalent, 2+ years scheduling on-site resources, and 1+ year supervisory experience.
Qualifications
- Associate degree in Management or equivalent management training.
- 2+ years scheduling on-site resources (preferred).
- 1+ year experience as a team lead or equivalent supervisory experience (preferred).
- Strong customer service and problem-solving skills.
- Strong attention to detail with a focus on work quality.
- Demonstrated sound judgment, professionalism, and ability to handle confidential information.
- Self-motivated, focused, and able to work independently.
- Excellent written and verbal communication skills.
- Highly proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint).
- Familiarity with all technologies used by Velocity and its customers.
- Candidates must be legally authorized to work in the United States without current or future employer sponsorship.
Responsibilities
- Guide and manage the daily work of the GGE-Field Operations team and act as the Manager’s proxy in internal and external meetings.
- VFT Preparation & Onboarding
- VFT onboarding and coordination of technical and job-specific training.
- Scheduling & Travel
- Schedule VFTs for project jobs and manage all travel preparation to ensure VFTs arrive on-site as required.
- Escalations & Issue Management
- Manage and respond to escalations related to the Field Operations team.
- Handle on-site job‑execution escalations for both project and non‑project jobs, including but not limited to Delayed check‑ins, Missing or needed materials, Support resources not available, Shipping label required, Travel issues
- Paycor (payroll) & HR Escalations
- Process Improvement & Documentation
- Track, analyze, and understand all GGE-Field Operations business metrics and KPIs; report findings and recommend improvements.
- Maintain and enforce all GGE-Field Operations guidelines, rules, and policies.
- Serve as backup for other Supervisors as assigned.
- Attend and lead meetings as the Manager’s proxy; collaborate with peers, vendors, and stakeholders to coordinate work.
- Perform other duties as assigned.
Skills
Education
Tools
Job description
Our customers count on us to help them drive their business, and that drives us to constantly challenge ourselves to achieve more. We take on new opportunities, learn fast, and keep growing. But we do it together, as a team. If you’re ready to be part of an exciting team in a high-growth environment, join us!
Customer obsessed
We obsess over our customers by providing them with outstanding support, products, and solutions that deliver superior value. We do this by listening to our customers' needs, building long-lasting relationships, and responding with innovative solutions.
We win together as one team. We help each other succeed by fostering an environment that produces positivity, respect, and creativity.
Do the right thing
We act ethically and with integrity—no exceptions. We keep our promises and do the right things for our team members, customers, and community.
Let’s go!
Fast and nimble, we go all out to reach our goals as quickly as possible. We constantly challenge ourselves to achieve more. We keep moving forward for our team members, customers and community.
OH
MO
NC
Charlotte, North Carolina
TX
As a growing managed solutions company, every team member has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do and who we do it for. To achieve our goals, we foster a collaborative work environment where we prioritize strengthening relationships with both our customers and team members.
We know the strength of our company depends upon our high-performing, diverse team. That’s why we offer a comprehensive rewards package of competitive pay and benefits that allows us to take care of our team members and support their health and wellbeing in and outside the workplace.
At Velocity, we provide employees with the resources they need to take care of themselves and their families. As an employee, you will receive big-company style comprehensive benefits (medical, dental, vision, and more) with a startup spirit.
From the first day, you are a valued member of the team and are rewarded as such. Employees qualify for all we offer, such as PTO and paid holidays, 401k with company match and immediate vesting, company-provided life insurance, short and long-term disability coverage, employee assistance programs, and more!
We know you give Velocity 100% and believe other aspects of your life deserve the same. We offer flexible working conditions to ensure you’re able to provide your best to all the demands, loved ones, and passions in your life.
We grow and change fast—and help our employees grow with us by offering ongoing learning opportunities and encouraging movement around the company to enhance skill sets and company knowledge. Velocity loves to promote from within and further develop our talented workforce.
Reliance on trust and mutual respect is the only way we will ever reach our shared goals—we operate as One Team! Our commitment to you is: to always be open about where we stand as a company and your role in it.
Our bold and supportive team fosters an environment where work doesn’t always feel like work. Our relationships are genuine and cultivated through a culture that encourages everyone to bring their whole self to work each day. We take our work seriously, but not ourselves.
Starting a new career is a big decision, and the interview process can be intimidating. At Velocity, we’ll be with you every step of the way to help you succeed. We’ve designed our recruiting process to be straight-forward and transparent, allowing you to come in confident and ready to impress.
Browse our open positions and submit an online application for the role that best suits your talents and career aspirations.
Our recruiting team processes incoming applications and makes a determination to proceed with qualified candidates. The review process usually takes 1-2 weeks.
A recruiter sets up an introductory conversation (about 15-30 minutes) to learn more about the candidate and answer any preliminary questions about the specific role and life at Velocity.
Following a successful phone screen, candidates will interview with the hiring manager and other leaders or team members.
Some candidates may be asked to take part in an assessment to evaluate their skills and interest.
The recruiting team and hiring manager debrief and assess the candidate’s experience and compatibility with the role. If it is determined you are not a good fit, we are happy to provide feedback for future interviews.
Once the interview process is complete, the recruiting team will reach out to successful candidates and initiate the onboarding process.
OUR CulturE
In the fast-moving world of connectivity, we recognize that the strongest solutions are built by a wide range of voices, ideas, and experiences. At our company, we strive to create a workplace where every team member feels respected, supported, and empowered to contribute. By embracing different viewpoints and ensuring fair access to growth and opportunity, we aim to build not just cutting-edge technology, but a culture where everyone can thrive. Our commitment to these values helps us better serve our customers and foster a positive culture for our team members.
At Velocity, our business is keeping organizations connected internally and to their customers. We also attempt to make connections within our community. Whether it’s a local event sponsorship, employee-driven food bank, or donation of IT equipment and services, Velocity upholds its promise to do right by our team members, customers, and community.
Position:Field Ops Supervisor - (Holland, OH)
Location: Holland, OH
Job Id:2344
# of Openings:2
General Summary:
The Supervisor of GGE-Field Operations guides and supports the daily activities of the GGE-Field Operations team, serving as the Manager’s on-the-ground proxy. This role is responsible for coordinating VFT preparation and onboarding, scheduling, travel preparation, technical training, and leading escalations for both project and non-project work. The Supervisor drives process improvements, maintains procedural documentation and policy enforcement, and tracks business metrics and KPIs to ensure high-quality, timely field delivery.
The following shifts available are listed below:
Primary Duties and Responsibilities:
- Guide and manage the daily work of the GGE-Field Operations team and act as the Manager’s proxy in internal and external meetings.
- VFT Preparation & Onboarding
- VFT onboarding and coordination of technical and job-specific training.
- Scheduling & Travel
- Schedule VFTs for project jobs and manage all travel preparation to ensure VFTs arrive on-site as required.
- Escalations & Issue Management
- Manage and respond to escalations related to the Field Operations team.
- Handle on-site job‑execution escalations for both project and non‑project jobs, including but not limited to Delayed check‑ins, Missing or needed materials, Support resources not available, Shipping label required, Travel issues
- Be available for escalations both during and outside of normal business hours as needed.
- Paycor (payroll) & HR Escalations
- Process Improvement & Documentation
- Track, analyze, and understand all GGE-Field Operations business metrics and KPIs; report findings and recommend improvements.
- Maintain and enforce all GGE-Field Operations guidelines, rules, and policies.
- Serve as backup for other Supervisors as assigned.
- Attend and lead meetings as the Manager’s proxy; collaborate with peers, vendors, and stakeholders to coordinate work.
- Perform other duties as assigned.
- Proven experience managing a Dispatch/Call Intake team or contact center operations and mobile field teams.
- Strong operational planning and scheduling skills; experience with workforce management, routing, and dispatch optimization.
- Excellent people leadership, including hiring, coaching, shift management, and conflict resolution.
- Proficient in MC Office applications with specific emphasis on Excel and Outlook.
- Ability to learn and understand custom software systems/portals and other online tools.
- Strong organizational and analytical skills with attention to detail.
- Strong communication, presentation, and interpersonal skills.
- Strong attention to detail and analytical ability to problem solve.
- Self‑starter and can work well independently as well as with others on a team.
- Ability to manage and prioritize multiple tasks and projects with a sense of urgency.
- Ability to remain calm in stressful situations.
- Ability to prioritize work effectively under shifting and competing requirements.
- Ability to identify and quickly adapt to new business constraints and risks.
- Availability for escalations both during and outside normal business hours as needed.
- Associate degree in Management or equivalent management training.
- 2+ years’ experience scheduling on‑site resources (preferred).
- 1+ year experience as a team lead or equivalent supervisory experience (preferred).
- Strong customer service and problem‑solving skills.
- Strong attention to detail with a focus on work quality.
- Demonstrated sound judgment, professionalism, and ability to handle confidential information.
- Self‑motivated, focused, and able to work independently.
- Excellent written and verbal communication skills.
- Highly proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint).
- Familiarity with all technologies used by Velocity and its customers.
- Candidates must be legally authorized to work in the United States without current or future employer sponsorship. Velocity does not sponsor employment‑based visas or provide sponsorship for this position.
- May require oversight of 24/7 or extended‑hour shifts depending on business needs.
- Frequently lift and carry tools, equipment, and materials weighing up to 60lbs.
- Navigate uneven terrain safely and efficiently.
- Push, pull, and reach for objects with varying degrees of force, including overhead tasks.
- Stand or walk for extended periods of time.
- Perform repetitive tasks as required by the role.
- Climb ladders, work at elevated heights, and maintain balance.
- Work in confined spaces when necessary.
- Assume various physical positions including standing, bending, crouching, crawling, or kneeling.
- Maintain hand‑eye coordination to effectively use small tools and components.
Environmental Conditions:
Willing and able to work in a variety of weather conditions, including extreme heat, cold, rain, or snow.
Why you’ll love working at Velocity
We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.
As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.
Diversity and Inclusion
Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.
Our Values – Collaborative and Strong at the Core
- Customer-obsessed
- One team
- Do the right thing
- Let’s go!
- PTO & Paid Holidays
- 401K – with Employer Match
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/ .
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.
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