Service Site Supervisor

Cross Company; Virginia, Northern (MN, KY); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Cross Company in Forest, VA seeks a Service Site Supervisor to manage daily lab operations with P&L responsibility. You will oversee service technicians, coordinate scheduling, quotes, and invoicing, and partner with Sales to grow profitable revenue.

The role requires fostering strong customer relationships, ensuring ISO 17025 compliance, and maintaining data accuracy in NetSuite while driving process improvements and recalls.

Qualifications

• Associates Degree or equivalent experience preferred (coordination and/or supervision).
• Proficiency with MS Word, Excel, Google and ERP systems (e.g., NetSuite). Experience with calibration management software is a plus.
• Strong multitasking, prioritization, time management, and meticulous attention to detail in a fast-paced environment.
• Proven ability to mentor teams, drive process improvements, and collaborate across teams.

Responsibilities

• Manage day-to-day lab operations with P&L responsibility and under the Service Manager.
• Budget planning and continuous improvement to maximize profitability.
• Lead service technicians and coordinate scheduling, quotes, invoices, and communication with customers.
• Grow profitable revenue by working with Sales on new business opportunities and pricing.
• Ensure ISO 17025 compliance and adherence to One Quality System procedures across locations.
• Enter accurate information in NetSuite and manage inventory; process parts orders and recalls.
• Prepare annual performance appraisals of direct reports and manage recall campaigns.

Skills

MS Word

Excel

Google

ERP systems

NetSuite

Calibration software

Education

Associates Degree or equivalent experience

Tools

NetSuite

CrossCal

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Management Forest, VA, US

12 days ago Requisition ID: 2068

At Cross Company , we don’t just show up for work—we show up for a company we actually own. As a 100% employee-owned industrial technology leader, we provide specialized expertise in automation, hydraulics, precision measurement, and more that keeps the world’s manufacturers moving.

We operate on the principle of Servant Leadership : we hire smart, driven people and then get out of their way so they can do what they do best. When you join the Cross team, you aren't just an employee; you’re an owner-associate in a stable, transparent, and high-performance environment where your voice truly matters.

Summary: The Service Site Supervisor is responsible for managing the day-to-day operations at our accredited lab. This position has P&L responsibility for the facility working under the direction of the Service Manager. This position is responsible for supporting all activities covered under the scope of work for the designated facility while managing the Service Technicians. In this role, the Service Site Supervisor is also responsible for the Service Coordinator job functions including scheduling service, making service quotes/invoices, and communicating with both internal and external customers on service and product requirements.

ESSENTIAL FUNCTIONS

This position is responsible for supporting all activities covered under scope of work for the designated facility to include the following as applicable:

Maintains compliance with the One Quality System’s standard operating procedures, work instructions and process instructions to ensure compliance with ISO 17025

P&L responsibility for assigned facility to include budget planning and continuous improvement to maximize profitability

Manages operations to effectively meet or exceed KPI’s

Ensure that all Service Technicians are properly trained and are performing quality calibrations and repairs in accordance with corporate quality requirements.

Work closely with Sales Personnel and prospects to grow profitable revenue for the lab including looking for and developing new businesses to get into – includes pricing all standards, cost justification (ROI), training requirements, etc

Work with minimal supervision and be willing to halt work at any time in order to get clarification, additional training, and/or any form of assistance.

Complete Check In events in NetSuite for all customer equipment coming into the branch each day.

Ensure accurate information and notes are entered in NetSuite; including but not limited to equipment information, customer information, and/or quality requirements.

Ensure PO’s are received for work to be done and verify the information therein.

Load customer equipment on the appropriate shelves for calibration and order/reposition for ‘First In/First Out’. Communicate to the technicians any requests for expedited service.

Perform Shipping & Receiving

Conduct all duties in a safe manner and report safety concerns directly to the Service Manager and/or Safety Manager.

Issues P.O.’s and creates work orders for O.T.V. items needing to be shipped out.

Prepare and conduct timely annual performance appraisals of direct reports. our customers or as directed by corporate quality requirements.

Inventory management to ensure proper control of inventory at all times

Maintains constant, clear, and professional communication with customers, associates, and cross-functional teams across multiple locations to ensure alignment and service excellence.

Ensures customer records and files comply with corporate quality requirements and the One Quality System’s standard operating procedures, work instructions, and process instructions across all locations.

Supervises the same-day entry and processing of parts orders and in-shop repairs, ensuring adherence to skill-based repair, calibration, and shipping guidelines.

Oversees the processing of paperwork and same-day invoicing for all work, including specialized spreadsheets for large PMD customers, ensuring accuracy and timeliness across territories.

Generates and manages monthly recall lists to proactively contact customers, schedule work, and ensure timely lab processing. Oversees recall mailing and phone campaigns.

Identifies and implements process improvements to enhance coordination efficiency, reduce turnaround times, and improve customer satisfaction across multiple locations.

Consistently maintains excellent work attendance, a productive work ethic, and compliance with all corporate policies and procedures.

Builds and maintains strategic relationships with key customers and stakeholders, regularly engaging with top clients and prospective accounts to enhance loyalty and secure new business in existing and new markets

Ensures prompt, professional resolution of customer and employee concerns, maintaining a culture of accountability and responsiveness across all locations.

EDUCATION & EXPERIENCE

Associates Degree or equivalent experience preferred (coordination and/or supervision)

Proficiency with standard software packages (MS Word, Excel, Google) and ERP systems (e.g., NetSuite). Experience with calibration management software is a plus.

Exceptional ability to multitask, prioritize tasks, manage time, and maintain meticulous attention to detail in a fast-paced environment.

Proven ability to mentor teams, drive process improvements, and collaborate with other teams and departments

Strong customer service skills with a track record of building and maintaining positive relationships with internal and external stakeholders.

Demonstrated ability to work with urgency and adapt to changing priorities while maintaining high standards of accuracy and professionalism.

Proactive, detail-oriented, and self-motivated, with a strong work ethic and commitment to integrity and excellence.

PHYSICAL, MENTAL, & BEHAVIORAL REQUIREMENTS

In depth understanding of the various software programs utilized (CrossCal, NetSuite, etc)

Stand for long periods of time, bend stoop, push/pull, squat, and climb stairs

Lift and carry 50 pounds

Ability to travel to customer sites and navigate industrial environments

Ability to manage P&L statements and drive financial performance

Exceptional written, verbal, and presentation skills, with the ability to influence stakeholders at all levels

Demonstrate success in building and maintaining strategic customer relationships, with a focus on long-term partnerships in diverse markets

Ability to work a flexible schedule, including travel as needed, to support business objectives and territory expansion efforts

Consistent demonstration of the Cross Cultural Cornerstones

DISCLAIMER

The job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. This document does not create an employment contract, implied or otherwise; employment in this job is an “at will” employment relationship.