IT Field Services Supervisor: Service Delivery Leader

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

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.