IT Field Services Supervisor

Flow-Control-Group; Charlotte (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

Flow Control Group is seeking a Field Service Technician Supervisor in Charlotte, NC. The candidate will lead a team of field service technicians, drive SLA performance, and act as the primary escalation point for complex issues, ensuring high customer satisfaction and efficient service delivery.

The role includes coaching, performance reviews, and cross-functional collaboration with Sales, Product, and IT to improve service quality and uptime across the organization.

Qualifications

• Experience leading field service or IT support teams.
• Ability to drive SLA attainment and performance metrics.
• Strong communication and escalation management.

Responsibilities

• Lead and mentor a team of field service technicians.
• Ensure SLA adherence and timely responses to incidents.
• Monitor delivery metrics and report performance trends.
• Act as escalation point for complex service issues and customer complaints.
• Collaborate with Sales, Product, Engineering, IT to resolve systemic issues.
• Document service activities and resolutions accurately.

Skills

Team leadership

Coaching & feedback

SLA management

Performance metrics

Recruitment & onboarding

Tools

LogicMonitor

Active Directory

Office 365

Windows Server

Job description

The Field Service Technician Supervisor has a critical role responsible for overseeing and optimizing the delivery of IT support, field services, managed services, and customer success across Flow Control Group. This individual will lead, mentor, and motivate a team of Field Service Technician professionals, ensuring the consistent achievement of service level agreements (SLAs), timely response, high customer satisfaction, and operational excellence. The Supervisor will act as a primary point of contact for escalations, drive process improvements, and contribute to the strategic growth of the service delivery function across the business.

Key Responsibilities:

Team Leadership & Management:

• Lead, coach, and develop a team of field service technicians.
• Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to foster professional growth and skill development.
• Align with the department on performance goals and objectives for team members, ensuring alignment with company-wide targets.
• Motivate and engage the team, fostering a collaborative and high-performance work environment.
• Manage team scheduling, resource allocation, and workload distribution to ensure efficient service delivery.
• Participate in the recruitment, onboarding, and training of new team members.
• Manage monitoring for site uptime and ability to operate.

Service Delivery Oversight & Performance:

• Ensure the consistent delivery of high-quality services in accordance with established SLAs, KPIs, and customer expectations.
• Monitor, analyze, and report on key delivery metrics (e.g., response times, resolution rates, customer satisfaction scores, adherence to processes).
• Identify trends, potential issues, and areas for improvement in service delivery.
• Act as the primary escalation point for complex service issues, customer complaints, and challenging situations, ensuring timely and effective resolution.
• Develop and implement corrective actions as needed to address service deficiencies.
• Ensure compliance with company policies, procedures, and industry best practices
• Collaborate with cross-functional teams (e.g., Sales, Product, Engineering, IT) to resolve systemic issues and improve overall service quality.
• Ensure accurate and timely documentation of service activities, resolutions, and customer interactions.

Technical Requirements:

• Monitoring tools such as LogicMonitor
• Windows Operating System Support
• Mobile Device Management
• Active Directory
• Office 365
• Network and System Troubleshooting at a Tier 2/3 level, including general network hardware such as routers, switches, and firewalls
• Windows-based servers