Field Service Team Leader

Group CBS, Inc.; Omaha (NE); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Group CBS, Inc. is seeking a Field Service Supervisor in Omaha to lead a team of technicians delivering on-site technical support, maintenance, and repair services.

You will plan, dispatch, and optimize field operations while collaborating with customer service, sales, and operations to meet SLAs and customer expectations. Ideal candidates will have strong leadership, excellent communication, and a proven track record managing field service teams.

Qualifications

• Lead and mentor a team of field service technicians.
• Plan, assign, and schedule service tasks to optimize resources.
• Coordinate dispatch and logistics for field operations.
• Collaborate with customer service, sales, and operations.
• Maintain strong customer relationships and act as primary contact.
• Conduct site visits to assess performance and identify improvements.
• Monitor KPIs such as response time and first-time fix rate.
• Prepare service reports and provide insights to management.
• Coordinate training programs to enhance technician skills.
• Stay updated on field service management best practices.

Responsibilities

• Oversee on-site technical support, maintenance, and repair services.
• Optimize resource allocation and service performance to meet SLAs.
• Lead continuous improvement initiatives based on KPI reviews.
• Escalate issues and manage customer escalations professionally.

Skills

Team leadership

Mentoring

Staff training

Resource coordination

Customer service

Communication

Job description

The Field Service Supervisor oversees a team of field service technicians, providing leadership, guidance, and support to ensure efficient and effective delivery of on-site technical support, maintenance, and repair services to customers. This role involves coordinating service activities, optimizing resource allocation, and managing service performance to meet customer needs, service level agreements, and business objectives .

Required Skills

Supervise and mentor a team of field service technicians, providing direction, training, and support to enhance their technical skills, productivity, and customer service capabilities.

Assign service tasks, schedule work assignments, and coordinate field service activities to ensure timely response to customer requests and optimal utilization of resources.

Plan and organize field service operations, including scheduling service calls, dispatching technicians, and coordinating logistics to maximize efficiency and minimize downtime.

Collaborate with internal departments, such as customer service, sales, and operations, to prioritize service requests, address customer concerns, and resolve service-related issues.

Build and maintain strong relationships with customers, acting as a primary point of contact for service inquiries, escalations, and technical support, and ensuring high levels of customer satisfaction.

Conduct regular site visits and customer meetings to assess service performance, gather feedback, and identify opportunities for improvement or additional service offerings.

Monitor and evaluate service performance metrics, such as response time, resolution time, first-time fix rate, and customer satisfaction scores, and take corrective actions as needed to meet service level targets.

Prepare and analyze service reports, dashboards, and KPIs, providing insights and recommendations to management for improving service quality and operational efficiency.

Coordinate training programs and technical workshops for field service technicians to enhance their skills, knowledge, and proficiency in servicing equipment, troubleshooting issues, and delivering exceptional customer service.

Stay abreast of industry trends, technological advancements, and best practices in field service management, sharing insights and updates with the team to drive continuous improvement.

Required Experience

Strong leadership and team-building skills, with the ability to inspire and motivate a team of technicians, foster a collaborative work environment, and drive performance and accountability.

Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders, and communicate technical information clearly and concisely.

Proven ability to manage multiple priorities, handle high-pressure situations, and make timely decisions to meet customer needs and service commitments.

Analytical and problem-solving abilities, with the capability to analyze data, identify trends, and implement strategies to improve service delivery and customer satisfaction.

Knowledge of field service management principles, processes, and best practices, as well as familiarity with relevant regulations, safety standards, and industry guidelines.