Field Service Technician Supervisor

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

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Why Build a Career with Us?

Everyone’s an Owner of the Company: Because every team member contributes to Flow Control Group’s success, everyone has the benefits of ownership! Flow Control Group has a broad-based employee ownership program extended to every employee within our portfolio companies. 
 

Competitive Benefits: Enjoy an attractive benefits package that includes Medical, Dental and Vision insurance (among other plans), competitive 401(k) matching program, career growth opportunities, employee referral program, paid time off and holidays, as well as parental leave.

Training: FCG University learning and training platform available to all employees offering over 80k courses.

Career Growth Opportunities: At Flow Control Group, we are committed to your professional development. With a vast network of over 100 brands across North America, we provide unparalleled opportunities for growth and advancement. Whether you're just starting your career or looking to take it to the next level, we offer custom training programs, mentorship, and a supportive environment to help you achieve your goals. Join us and be part of a dynamic team where your contributions make a real impact.

Equal Opportunity Employer: Flow Control Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other legally protected characteristics.