SV Field Service Supervisor (M)

Gregory Poole Equipment Company in; Mebane (NC); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated SV Field Service Supervisor to enhance customer satisfaction and oversee field service technicians. This role involves managing customer inquiries, scheduling repairs, and ensuring quality service delivery. The ideal candidate will possess strong supervisory skills, a background in customer service, and basic mechanical knowledge. Join a dynamic team where your contributions will directly impact customer relations and service efficiency. This is a fantastic opportunity to grow in a supportive environment that values your expertise and commitment.

Qualifications

• Requires four years of experience in customer service-related positions.
• Basic mechanical knowledge is desirable for this role.

Responsibilities

• Coordinates customer inquiries and schedules daily job assignments.
• Supervises Field Service personnel and ensures adherence to safety guidelines.
• Maintains work orders and prepares reports as needed.

Skills

Customer Service

Supervision

Communication

Basic Mechanical Knowledge

Administrative Skills

Education

Two-Year Business or Management Degree

Bachelor of Science or Business Management Degree

High School Graduate with Relevant Experience

Tools

Microsoft Office

Job description

SV Field Service Supervisor (M) (Finance)

SV Field Service Supervisor (M) (Finance)

SV Field Service Supervisor (M)

Mebane, NC, USA Req #1759

Monday, May 5, 2025

PRIMARY FUNCTION:

This position provides major support for the service department through promoting customer satisfaction, direct customer contact responsibilities, quoting of major jobs, directly supervising field service technicians, and performing some administrative operational responsibilities.

ESSENTIAL DUTIES:

I. Customer Service - Percent of Time Spent = 50%

Accepts and coordinates customer inquiries and requests (phone, walk-in or mail) for machine repair/service.

Establishes job priorities and schedules daily job assignments for each Field Technician.

Manages or resolves customer's machine service complaints and problems to the best customer satisfaction level possible.

Provides customer service, pricing quotes and machine service completion and delivery schedule information.

Daily monitors machine repair schedule and immediately contacts customer with any schedule updates, modifications or whenever any additional repair is needed. (Work in process).

Coordinates job repair priorities and assigns daily job assignments.

Serves as a liaison between Service Manager, other departments and branches such as shop, parts department, machine transportation, and Specialization shop.

II. Administrative - Percent of Time Spent = 20%

Opens, maintains and closes work orders (i.e. look up customer account job and component codes, warranty status, enter into mainframe). Administer credit and COD collection per Company Policy.

Issues, extends and enters purchase orders.

Prepares correspondence, quotes, records, reports, etc.

Periodically prepares reports and memos.

III. Supervision - Percent of Time Spent = 30%

• Supervises and dispatches Field Service personnel to ensure accuracy, quality and profitability.

• Prepares and conducts associate performance reviews for direct reports.

• Ensures all Safety guidelines and policies are adhered to.

MINIMUM REQUIREMENTS:

Education:

A two-year business or management degree, or a four-year Bachelor of Science or Business Management degree preferred, or a high school graduate with at least six years of experience in similar work environment plus group leader experience.

Work Experience:

Four years working experience in similar customer service-related position. Basic mechanical and product knowledge is desirable.

Physical:

Must be able to work for long periods while seated. Must have ability to clearly communicate with customers on the phone or in person.

Good customer relations skills are required. Must have basic PC experience with keyboarding and word processing software (preferably Microsoft).

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Other details

• Job Family Supervisor
• Pay Type Salary

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initStaticMap(true); PRIMARY FUNCTION:
This position provides major support for the service department through promoting customer satisfaction, direct customer contact responsibilities, quoting of major jobs, directly supervising field service technicians, and performing some administrative operational responsibilities.

ESSENTIAL DUTIES:
I. Customer Service - Percent of Time Spent = 50%
Accepts and coordinates customer inquiries and requests (phone, walk-in or mail) for machine repair/service.
Establishes job priorities and schedules daily job assignments for each Field Technician.
Manages or resolves customer's machine service complaints and problems to the best customer satisfaction level possible.
Provides customer service, pricing quotes and machine service completion and delivery schedule information.
Daily monitors machine repair schedule and immediately contacts customer with any schedule updates, modifications or whenever any additional repair is needed. (Work in process).
Coordinates job repair priorities and assigns daily job assignments.
Serves as a liaison between Service Manager, other departments and branches such as shop, parts department, machine transportation, and Specialization shop.
II. Administrative - Percent of Time Spent = 20%
Opens, maintains and closes work orders (i.e. look up customer account job and component codes, warranty status, enter into mainframe). Administer credit and COD collection per Company Policy.
Issues, extends and enters purchase orders.
Prepares correspondence, quotes, records, reports, etc.
Periodically prepares reports and memos.
III. Supervision - Percent of Time Spent = 30%
• Supervises and dispatches Field Service personnel to ensure accuracy, quality and profitability.
• Prepares and conducts associate performance reviews for direct reports.
• Ensures all Safety guidelines and policies are adhered to.

MINIMUM REQUIREMENTS:
Education:
A two-year business or management degree, or a four-year Bachelor of Science or Business Management degree preferred, or a high school graduate with at least six years of experience in similar work environment plus group leader experience.
Work Experience:
Four years working experience in similar customer service-related position. Basic mechanical and product knowledge is desirable.
Physical:
Must be able to work for long periods while seated. Must have ability to clearly communicate with customers on the phone or in person.
Good customer relations skills are required. Must have basic PC experience with keyboarding and word processing software (preferably Microsoft).

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.