What are the responsibilities and job description for the Field Service Supervisor position at DOCUmation?
Position: Field Service Supervisor
Department: Service
Reports To: Service Manager
Salary grade: DOE
FLSA Status: Full Time / Exempt
Location: Dallas/Fort Worth, TX
Description
This position is responsible for direct-field level (80-90% employee/customer direct) service management and a typical span of control of five to ten Field Technicians. Functions of the job include delivering superior service quality, financial revenue and cost management in line with budgetary goals and employee development as it may pertain to overall company objectives. The ability to interpret data-points relative to performance standards and to translate these measures into minimum individual employee performance expectations. Administering career-counseling focused on employee development as it pertains to reaching and sustaining company performance goals, customer satisfaction, financial health and other company objectives as outlined by senior management. This position is responsible for working cohesively with other functional groups / department heads to ensure the team is focused in support of the overall company vision, mission, goals and objectives.
Responsibilities
- Leadership & Customer Satisfaction: Manage and lead the Field Services team to deliver exceptional customer service and achieve market performance targets.
- Team Development & Workforce Planning: Oversee staffing, training, and development to ensure a skilled and balanced team; manage vacation and workload distribution.
- Cross-Functional Collaboration: Coordinate with other departments to drive cohesive efforts across the branch.
- Performance & Quality Management: Implement and monitor quality improvement programs, administer performance management, and resolve escalated service issues.
- Financial & Resource Management: Manage contracts, optimize resources, and meet budget goals to support department profitability.
- Technology Integration: Ensure the service team stays aligned with evolving technology and industry trends.
- Administrative & Professional Standards: Complete all administrative responsibilities on time and maintain professional, courteous communication with clients and internal teams.
Experience & Required Skills
- Proven experience in field services or operations management
- Strong leadership, communication, and customer relations skills
- Proficiency in workforce planning and performance management
- Knowledge of budgeting and cost management
- Familiarity with technology trends in field services
Education & Certification
- High School diploma or equivalent
Physical Requirements
- Mobility: Ability to occasionally stand, stoop, bend, and kneel as needed.
- Manual Dexterity: Skilled use of hands and fingers to handle and control device parts.
- Visual Acuity: Clear vision to read printed and electronic documents.
- Verbal Communication: Ability to speak clearly and be easily understood by listeners.
- Auditory Understanding: Ability to understand and interpret the speech of others.
- Strength: Ability to lift and transport items up to 50 pounds.
- Physical Effort: Ability to pull, lift, reach, and transport equipment parts and boxes as required.
Special Requirements
- None.