Responsibilities / Tasks
Supervisory Responsibilities:
- Oversee day to day administrative functions of the Field Service team, including PTO, timecard and expense approval, as well as documentation and safety compliance.
- Work with Service scheduler, ensuring efficient routing and assignment of technicians based on skillset, geography, and priority.
- Review completed service reports for accuracy and adherence to departmental standards.
- Support onboarding, training, and mentoring of new Field Service Technicians.
- Assist with performance feedback by providing field insights to management.
- Provide administrative oversight of afterhours troubleshooting, ensuring proper escalation paths, technician rotation compliance, and consistent customer communication.
Essential Duties/Responsibilities:
- Field Service Technician
- Perform installation, maintenance, troubleshooting, and repair of equipment at customer sites.
- Provide technical expertise and on site customer support.
- Support after hours troubleshooting, including phone support and emergency service guidance, to ensure customer uptime and continuity.
- Document all service activities accurately, including work performed, parts used, expenses, timecards and follow up actions.
- Ensure customers have all necessary critical spares, to prevent any unplanned downtime.
- Schedule Optimization and Customer Engagement
- Optimize daily and weekly service schedules to maximize technician utilization and minimize travel and expenses.
- Drive continuous improvement in service planning, workflow efficiency, and customer satisfaction.
- Track and analyze scheduling KPIs (utilization, response time, on‑time arrival, job completion rate).
Your Profile / Qualifications
- 3–5 years of experience as a Field Service Technician or equivalent technical role.
- Strong technical troubleshooting and repair skills, including remote and after hours support.
- Excellent organizational, administrative, and communication abilities.
- Ability to balance fieldwork with supervisory and administrative responsibilities.
- Strong customer service orientation and problem solving skills.
- Previous leadership or mentoring experience.
- Experience in dispatching, scheduling, or service coordination..
- Familiarity with CRM/ERP or service scheduling platform – preferred.
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