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Job description
Field Service SupervisorThe field service supervisor provides major support for the service department through promoting customer satisfaction, direct customer contact responsibilities, quoting of major jobs, directly supervising field service technicians, and performing administrative operational responsibilities.Customer Service and SchedulingCoordinate customer inquiries and service requests across walk-in, phone, and email channelsEstablish job priorities and schedule daily assignments for field techniciansCommunicate pricing, service timelines, and completion updates to customersMonitor schedules and proactively notify customers of changes or additional repair needsResolve customer complaints to ensure high levels of satisfactionOperations Coordination and ProductivityAssign and prioritize repair jobs to align with operational demandsManage technician time and workload to achieve productivity goalsCoordinate activities between service, parts, shop, and specialized departmentsLiaise with external vendors for specialized services such as cranes, OEM support, and radiator workAdministrative SupportOpen, manage, and close service calls including account review, coding, and warranty verificationEnter service notes, purchase orders, and job details into required systems and portalsPrepare quotes, reports, correspondence, and internal documentationSupport parts sourcing and ordering for service jobsAdminister credit and COD collections in accordance with company policySupervision and Team LeadershipSupervise and dispatch field service personnel to ensure quality and profitabilityConduct performance reviews and provide ongoing coaching and developmentEnforce company safety policies and proceduresSupport hiring, training, disciplinary actions, and overall team developmentMinimum RequirementsEducation: High School graduate; associate's degree in management or bachelor's degree preferred.Work Experience: 4–6+ years of experience in customer service or related role.Demonstrated group leadership experience: Candidates with strong technical expertise and demonstrated leadership potential may be considered in lieu of some experience requirements.Physical: Must be able to work long periods while seated. Must have the ability to clearly communicate with customers on the phone and in person.Other: Demonstrated customer relations skills are required. Must have basic PC experience with keyboarding and word processing software (preferably Microsoft).Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Worksite address
raleigh, NC, 27606, US
Who can apply
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