Field Service Supervisor

Atlas Copco North America LLC; Chicago (IL); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading company in the technical products sector seeks a Field Service Supervisor to lead a diverse team in achieving business goals. The role involves overseeing staff, coordinating service demands, and ensuring optimal resource utilization. The ideal candidate will have a technical degree or significant supervisory experience, along with strong data analysis and communication skills. Join a culture of change and growth with competitive benefits and opportunities for advancement.

Benefits

Relocation assistance

Medical/dental/vision benefits

401k

Learning opportunities

Safety standards

Qualifications

• Two-year technical degree or 5 years supervisory experience required.
• 5 years experience with technical products; project management is a plus.
• Self-motivated and results-driven.

Responsibilities

• Oversee activities including hiring, staffing, coaching, and conducting staff reviews.
• Coordinate daily field service demands and allocate resources.
• Generate and analyze KPI reports, focusing on variances.

Skills

Data analysis

MS Office

SAP

Excellent communication

Education

Two-year technical degree

5 years supervisory experience

Job description

Field Service Supervisor

Mission/Purpose of the job: As the Field Service Supervisor, you will lead a diverse team to achieve annual business goals for revenue & gross profit aligning with regional and global services strategies. Coordinate planning, scheduling, and prioritization for all field repairs, ensuring contractual commitments are met. Utilize KPIs to monitor FSE utilization and productivity, and collaborate with the TAC team and product company to focus on FSE training activities to facilitate growth and meet customer support and business needs.

Main Responsibilities:

1. Oversee activities including hiring, staffing, coaching, motivating, and conducting staff reviews. Foster an inclusive environment.
2. Coordinate daily field service demands, allocate resources, and balance workload to meet customer expectations.
3. Supervise and develop the FSE team for optimal resource utilization, quality, documentation, and reporting using systems like Innosoft and SAP.
4. Ensure the team has the tools and parts needed to complete service requests timely.
5. Respond to customer requests promptly, keeping account managers informed of opportunities.
6. Develop and implement service contract scheduling strategies.
7. Generate and analyze KPI reports, focusing on variances between planned and actual performance.
8. Review technician repair details for accuracy.
9. Coordinate with the FAE for warranty and failure analysis documentation and communicate findings to the sales team.
10. Monitor and report on service KPIs, escalating as needed.

Physical Demands and Work Environment: Regular exposure to mechanical parts, outdoor weather, fumes, and airborne particles. Occasional work at heights, with chemicals, electrical risks, and noise. Physical activities include sitting, standing, walking, climbing, and lifting up to 25 pounds. Travel up to 30% is required.

Scope of the Job: Geographical scope includes domestic, regional, and some international. Effective communication with various teams and stakeholders is essential. Internal factors include team dynamics, resource availability, company policies, leadership support, and training opportunities. External factors involve customer expectations, industry competition, regulations, technological advancements, and physical conditions.

Skills/Knowledge/Experience:

• Two-year technical degree or 5 years supervisory experience.
• 5 years experience with technical products; project management is a plus.
• Self-motivated and results-driven.
• Data analysis, MS Office, SAP skills, and excellent communication skills.
• Ability to travel up to 30%.

In Return We Offer: Culture of change and feedback, learning opportunities, safety standards, and a competitive benefits package including relocation assistance, medical/dental/vision, 401k, and more.