Service Supervisor

Salary Range: $43/hour - $53/hour
WHO YOU ARE
You are a driven, self-motivated leader passionate about delivering world-class service in the
security industry. With a strong technical background in low-voltage security systems (CCTV,
alarms, and access control), you thrive in a fast-paced environment and take pride in leading and
mentoring a team. You value integrity, accountability, teamwork, and customer satisfaction,
ensuring that every service call meets the highest quality standards.

WHO WE ARE
Since our founding in 1971 in Chelmsford, MA, NAVCO has been committed to innovation and
service excellence. Now headquartered in Southern California, we are one of the largest security
integrators in the nation, providing cutting-edge security solutions to businesses across the U.S. As
an employee-owned company, we take pride in fostering a culture of ownership, integrity, and
responsibility.
COMPANY BENEFITS AND PERKS

• ESOP – Employee Stock Ownership Program
• 401(k) Retirement Plan
• Health Benefits (HSA/PPO plans, dental, vision, supplemental life insurance)
• Annual Profit-Sharing Bonus
• Paid Sick & Mental Health Leave: 5 days annually
• Vacation Days (based on years of service)
• 1–4 years: 8 days
• 5 years: 13 days
• Recognition & Rewards Program – WorkTango
• Social Responsibility Day (1 paid workday annually for community volunteering)
• 9 Paid Holidays 1 Personal Floating Holiday
• Magellan Employee Assistance Program

HOURS: 8:00 am-5:00 pm (or as established by manager)

ESSENTIAL DUTIES AND RESPONSIBILITIES
As a Field Service Supervisor, you will oversee a team of Field Service Specialists and
subcontractors, ensuring efficient and high-quality completion of service work while maintaining
profitability and customer satisfaction. Your key responsibilities include:
Supervisory & Team Leadership:

• Lead, train, and mentor a team of Field Service Specialists.
• Work closely with the Customer Resource Department to ensure seamless coordination of

service requests and Specialist assignments.

• Monitor team performance, conduct evaluations, and implement improvement plans.
• Enforce adherence to company policies, industry regulations, and safety standards.

Operational Management:

• Perform service requests in assigned geographical area.
• Serve as the primary technical expert and provide comprehensive support to all direct

reports.

• Travel within the region as needed to assist with technical issues and ensure service

coverage, which may occasionally require overnight stays.

• Manage inventory and ensure Field Service Specialists have the necessary tools and

equipment.

• Work with vendors and subcontractors as needed for specialized service work.

Customer Service & Relationship Management:

• Serve as the primary escalation point for customer concerns and service issues.
• Ensure prompt and professional resolution of customer complaints.
• Conduct follow-ups to ensure customer satisfaction and address any concerns.
• Provide customer training on system functionality and troubleshooting.

Additional Responsibilities:

• Maintain accurate records of service calls, employee performance, and equipment usage.
• Continuously assess and improve service department operations.
• Collaborate with sales and project management teams to align service operations with

business goals.
Other duties may be assigned as needed to meet business objectives.
SUPERVISORY RESPONSIBILITIES

• Directly supervise Field Service Specialists and subcontractors within the assigned service

area.

• Ensure Field Service Specialists adhere to company policies, safety guidelines, and quality

standards.

QUALIFICATIONS
To be successful in this role, you must demonstrate strong leadership, technical expertise, and
customer service skills.

Education & Experience:

• Minimum 3 years of service experience in the security industry (CCTV, alarms, access

control).

• Previous supervisory or leadership experience preferred.

Technical Skills:

• Strong troubleshooting and problem-solving abilities in low-voltage security systems.
• Ability to read and interpret technical manuals, schematics, and blueprints.
• Knowledge of security industry regulations and best practices.

Soft Skills:

• Excellent verbal and written communication skills.
• Strong leadership and team-building abilities.
• Ability to work in a fast-paced environment and handle multiple priorities.

Mathematical & Analytical Skills:

• Ability to calculate figures such as rates, percentages, and job costing.
• Familiarity with financial metrics related to service profitability.

PHYSICAL DEMANDS
The physical demands described here represent those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations may be
made for individuals with disabilities.

• Regularly required to talk, hear, and use hands to handle or feel equipment.
• Frequently required to sit, stand, walk, reach, and stoop.
• Occasionally required to lift and move up to 25 pounds.

WORK ENVIRONMENT

• The work environment characteristics described here represent those an employee

encounters while performing essential job duties. Reasonable accommodations may be
made for individuals with disabilities.

• Professional appearance and business casual attire required.
• Occasionally exposed to moving mechanical parts and moderate noise levels.

AAP/EEO STATEMENT
NAVCO provides equal employment opportunities (EEO) to all employees and applicants without
regard to race, color, religion, sex, national origin, age, disability, or genetics. We comply with all
state and local employment laws and prohibit workplace harassment of any kind.