Field Service Supervisor

Fisher's Technology
Fisher’s mission is to make our customers extremely happy through technology offerings and services that maximize business efficiency and performance. And we do all that while having a great time and loving our work. Fisher's Technology has been selected as one of the “Best Places to Work in Idaho” for the last fifteen years.

Fisher’s is a leading technology provider in Idaho, Montana, Utah, & Washington to help businesses perform at the top of their game. We manage IT environments (servers, cloud environments, network equipment, computers, mobile devices, applications, Cloud, VoIP, and internet services), sell and service office equipment (from Canon, Konica Minolta, HP, OCE and many others), and streamline business operations with electronic document management and related software solutions. Learn more at www.fisherstech.com.

Field Service Supervisor

Fisher’s is seeking a qualified individual to fill our Field Service Supervisor position. This team member will primarily be responsible for supervising our Field Technicians to ensure we meet our service standards to deliver exceptional customer experiences.

The Field Service Supervisor oversees a team of field service technicians who install, maintain, and repair copier and printer equipment. This role ensures service operations are efficient, customer satisfaction is maintained, and technicians are supported with the training and resources they need.

Key Responsibilities

1.Team Leadership:

• Supervise, mentor, and motivate field service technicians to meet performance goals.
• Conduct regular team meetings to communicate objectives, address challenges, and celebrate successes.
• Monitor and evaluate technician performance through site visits, customer feedback, and service metrics.

2.Service Operations Management:

• Schedule and coordinate field service tasks to ensure timely and efficient response to customer requests.
• Monitor and manage service request statuses to meet SLA (Service Level Agreement) commitments.
• Ensure that technicians are equipped with the necessary tools, parts, and documentation for effective job execution.
• Ensure all parts and equipment received are verified and paperwork routed to FDS.
• Help RSM and assigned technical staff with quarterly inventories (understand how to pull count sheets and post results.
• Work directly with Technicians to increase/decrease or modify parts.

3.Customer Relations:

• Act as a point of contact for customer concerns regarding field service operations.
• Gather and analyze customer feedback to improve service processes.
• Promote customer satisfaction by ensuring technicians deliver exceptional service and professionalism.

4.Technical Support and Troubleshooting:

• Manage assigned territory and related call load
• Help to coordinate field escalations for down machines and customer issues
• Stay updated on the latest technologies and advancements in the copier and printer industry.
• Provide guidance to the team on complex technical issues.
• Conduct onboarding for new technicians, covering safety, equipment handling, and service protocols.
• Collaborate with the sales department to ensure proper service alignment with product offerings.
• Encourage sharing knowledge within the team to foster continuous learning.

5. Training and Development:

• Identify training needs and coordinate ongoing skill development for field service staff.
• Conduct onboarding for new technicians, covering safety, equipment handling, and service protocols.
• Encourage sharing knowledge within the team to foster continuous learning.

6. Compliance and Reporting:

• Ensure field service operations comply with safety regulations and company policies.
• Maintain accurate records of service activities, including work orders, technician reports, and equipment data.
• Generate reports on technician productivity, service quality, and operational efficiency for management review.

Qualification & Education Requirements

• Associate or bachelor’s degree in a technical field or equivalent experience.
• 3 years of experience in field service operations, preferably in the copier/printer industry.
• Proven leadership experience, with strong team management and mentoring skills.
• Technical proficiency in copier and printer equipment, including diagnostics and repair.
• Excellent organizational and multitasking abilities.
• Strong communication and interpersonal skills, with a customer-focused mindset.
• Proficiency in using service management software and tools.

Fisher’s Technology offers an extensive benefits package that includes the following:

• Medical, Dental, & Vision Insurance
• Life Insurance
• Additional Voluntary Life Insurance
• Paid Time Off
• Paid Holidays & Extra Floating Holiday
• 401(k) & 401(k) Matching
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Short & Long Term Disability Insurance
• Accident & Critical Illness Insurance