Field Service Supervisor

Messer Cutting Systems; Menomonee Falls (WI); On-site; USD 75,000 - 110,000; Full time

Job summary

Messer Cutting Systems in the United States is seeking a Field Service Supervisor to lead daily field operations across North America, overseeing installation and maintenance projects and coordinating technicians, coordinators, and dispatch personnel.

You will ensure safe, efficient delivery, manage service reports, drive customer satisfaction, and monitor KPIs while aligning with the Field Service Manager on strategic objectives.

Qualifications

• High School diploma or GED required; additional degree preferred.
• 5+ years in a managerial role within machinery or heavy equipment industries.
• Proven leadership and supervision with strong communication and coaching abilities.

Responsibilities

• Lead and develop installation and maintenance field personnel.
• Oversee scheduling, labor utilization, and field resources.
• Coordinate subcontractors and project execution to meet timelines.
• Review service reports and ensure accurate documentation and reporting.
• Escalate complex technical issues to Field Service Manager as needed.
• Drive customer satisfaction through proactive communication and collaboration.

Skills

Leadership

Supervision

Drawings interpretation

Communication skills

Problem solving

Travel willingness

Coaching & development

Education

High School diploma/GED

Associates or Bachelor's degree preferred

Tools

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Project management tools

Job description

JOB SUMMARY: The Field Service Supervisor reports to the Field Service Manager and leads the daily execution of both installation and maintenance field operations across North America. This role supervises Field Service Engineers, Installation Engineers, Coordinators, and Dispatch personnel while ensuring safe, efficient, and profitable delivery of installations, commissioning, preventive maintenance, repairs, retrofits, warranty work, and modernization projects. The position serves as the primary operational leader for day-to-day field execution while supporting strategic objectives established by the Field Service Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Leadership & Personnel Management

• Lead, mentor, coach and develop installation and maintenance field personnel.
• Conduct hiring, onboarding, monthly coaching and annual performance reviews.
• Develop training plans and maintain skills matrices.
• Enforce company policies, safety standards and ethical conduct.

Technical & Operational Oversight

• Supervise machine installations, commissioning, repairs, preventive maintenance, retrofits and upgrades.
• Manage technician scheduling, labor utilization and field resources.
• Coordinate subcontractors and project execution.
• Review service reports and ensure documentation quality.
• Escalate complex technical issues to the Field Service Manager when required.

Customer Service & Relationship Management

• Partner with Sales, Applications, Engineering, Manufacturing, Technical Support and Parts.
• Drive customer satisfaction and proactive communication.
• Serve as first management escalation for customer concerns.

Service Programs & Performance Management

• Monitor KPIs include response time, utilization, PM completion, first-time fix and customer satisfaction.
• Improve scheduling efficiency and workforce productivity.
• Ensure warranty compliance and accurate reporting.

Safety, Quality & Compliance

• Enforce OSHA, LOTO, electrical safety and customer site requirements.
• Conduct safety coaching and incident investigations.
• Drive continuous quality improvement.

Financial & Business Responsibilities

• Support departmental budgets and travel expense management.
• Review labor, warranty and billing accuracy.
• Identify service revenue opportunities.

SUPERVISORY RESPONSIBILITIES

• Field Service Engineers
• Service Coordinator & Scheduler

MINIMUM EDUCATION AND QUALIFICATIONS

• High School diploma/GED required (Associates/bachelor's degree preferred.
• 2+ years in a managerial position.
• 5+ years of working knowledge and experience within the machinery or heavy equipment industries.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong leadership/supervision skills and motivation techniques.
• Proficient in interpreting mechanical and electrical drawings.
• Proficient in Microsoft Word and PowerPoint, with a basic understanding of Excel.
• Exceptional verbal and written communication skills.
• Will be a self-starter who demonstrates initiative and commitment to quality training ethics and ability to increase sales and customer satisfaction.
• Will possess the ability to work independently while using critical thinking and problem-solving skills.
• Experience with industrial machinery.
• Ability to travel as needed.

PROTECTIVE CLOTHING AND EQUIPMENT

• Steel-toe shoes
• Eye protection

WORKING ENVIRONMENT

• Work is performed in a moderate to loud manufacturing environment. The noise level in the work environment is usually moderate.

Messer Cutting Systems is an equal opportunity employer and is committed to providing a workplace free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of the position.