Field Service Lead – Industrial Finishing & Equipment

OTC Industrial; Grand Rapids (MI); Vor Ort; USD 85.000 - 110.000; Vollzeit

Zusammenfassung

OTC Industrial in Grand Rapids, MI is seeking a Tech Service Supervisor to oversee daily field service activities for finishing, dispensing & filtration systems. You will coach technicians, coordinate scheduling, and ensure safety, quality, and customer satisfaction across projects.

Lead hands-on technical support, mentor staff, and collaborate with Sales, Engineering, Operations and Service Management on complex initiatives while ensuring timely reporting and performance improvement.

Qualifikationen

• Minimum 4 years of industrial equipment service or related technical experience.
• Previous supervisory or team lead experience preferred.
• Experience with industrial finishing systems, paint application equipment, dispensing technologies, filtration systems, or related equipment preferred.
• Strong mechanical, electrical, pneumatic, and troubleshooting skills.
• Ability to lead, coach, train, and develop technical employees.
• Ability to interpret technical manuals, specifications, schematics, and service documentation.
• Strong organizational, communication, customer service, and problem-solving skills.
• Ability to manage competing service priorities and deadlines.
• Working knowledge of OSHA standards and customer-specific safety procedures.
• Proficiency with Microsoft Office and service management, ERP, CRM, or work order systems.
• Ability to work independently and collaborate across functions.
• Valid driver's license and ability to meet applicable company driving requirements.
• Willingness to travel as required.

Aufgaben

• Supervise, coach, mentor, and support service technicians to ensure safe, efficient, high-quality service delivery.
• Oversee daily field service operations, including installations, preventive maintenance, troubleshooting, repairs, and emergency requests.
• Provide technical guidance and hands-on support for industrial finishing, paint application, dispensing, filtration, and related systems.
• Coordinate with Service Support and Operations teams on technician scheduling, assignments, and resource allocation.
• Monitor technician productivity, labor utilization, service quality, and work order completion.
• Ensure timely, accurate service reports, work orders, labor hours, and other documentation.
• Promote compliance with OTC safety policies, OSHA requirements, customer site rules, and safe work practices.
• Identify technician training needs and coordinate technical development, certifications, and cross-training.
• Support onboarding and training of new technicians on company procedures, equipment, customer expectations, and safety.
• Resolve escalated technical issues, service challenges, and customer concerns promptly and professionally.
• Collaborate with Sales, Engineering, Operations, and Service Management on complex projects and customer opportunities.
• Follow up with customers regarding completed work, equipment performance, and satisfaction.
• Support service agreements, preventive maintenance programs, and customer commitments.
• Monitor service equipment, tools, vehicles, and materials to ensure technician readiness.
• Improve service processes, reduce downtime, increase first-time fix rates, and strengthen customer satisfaction.
• Assist with performance evaluations, coaching, corrective action recommendations, and development in partnership with management and HR.
• Review service metrics and report technician performance, customer concerns, and improvement opportunities.
• Ensure service activities meet quality standards, customer requirements, and company expectations.
• Demonstrate OTC values: Integrity, Achievement, Expertise, Partnership, Investment, and Balance.
• Travel to customer facilities and OTC locations as business needs require.
• Perform other duties as assigned.

Kenntnisse

Mechanical skills

Electrical skills

Pneumatic skills

Troubleshooting

Leadership

Communication

Customer service

Ausbildung

High school diploma or equivalent

Associate's or Bachelor's in technical field

Tools

Microsoft Office

ERP systems

CRM systems

Work order systems

Jobbeschreibung

OTC Industrial in Grand Rapids, MI is seeking a Tech Service Supervisor to oversee daily field service activities for finishing, dispensing & filtration systems. You will coach technicians, coordinate scheduling, and ensure safety, quality, and customer satisfaction across projects.

Lead hands-on technical support, mentor staff, and collaborate with Sales, Engineering, Operations and Service Management on complex initiatives while ensuring timely reporting and performance improvement.