Field Service Support Supervisor

Reports to: Manager – Field Services

Cooperates with: Engineering, Accounting, Production, Sales, Field Services, Engineering

Primary Responsibility: The Field Service Support Supervisor is responsible for overseeing the daily operations and performance of the Field Service support team, including Dispatchers, Administrators, and other Field Service support personnel.

This role ensures efficient coordination of service scheduling, documentation management, customer support, service administration, and operational processes to support Field Service and commissioning activities.

The Field Service Support Supervisor works closely with Field Service Management, Project Management, and Field Service Technicians to ensure service operations are organized, responsive, accurate, and aligned with company standards and customer expectations.

• Supervise and support Field Service support personnel, including Field Service Dispatchers, Field Service Administrators, and future support staff positions.
• Coordinate daily workflow, staffing priorities, and task assignments for the Field Service support team.
• Oversee scheduling and dispatch activities within Salesforce Field Service (SFS) to ensure efficient technician utilization and service coverage.
• Monitor and manage the Field Service Hotline to ensure calls are handled promptly and directed appropriately.
• Support Field Service Technicians by assisting with scheduling, documentation requirements, administrative needs, and operational coordination.
• Oversee the review, organization, and processing of service workbooks, commissioning books, reports, and related service documentation.
• Ensure Field Service documentation is accurate, complete, professionally prepared, and compliant with company standards.
• Coordinate with Project Management and other departments to support service execution, customer requirements, and project timelines.
• Maintain scheduling systems, spreadsheets, databases, and digital filing systems to ensure accurate service records and traceability.