Job Description

Field Service Supervisor

Location: Agawam, MA (Branch & Field-Based)

Department: Field Operations

Reports To: Operations Manager

Compensation: $100,000-$120,000

About Fire Equipment Inc. (FEI)

Fire Equipment Inc. (FEI) is a trusted leader in fire protection services across New England. With over 90 years of experience, FEI provides complete fire safety solutions—from design and installation to inspection, testing, and maintenance.

As a third-generation, family-owned company, FEI is built on a technician-first culture, ensuring our team has the tools, training, and support they need to succeed. Our employees take pride in carrying out our mission: to deliver total life safety solutions that protect lives, valuable assets, and property.

Position Summary

The Field Service Supervisor is a hands-on leadership role responsible for supervising, supporting, and advocating for FEI’s field technicians while ensuring operational excellence across all service activities. This position bridges communication between technicians, dispatch, operations, and customers to ensure work is completed efficiently, safely, and to FEI’s quality standards.

The ideal candidate has a strong technical background in fire protection or life safety systems, excels at team leadership and mentorship, and thrives in a dynamic field environment focused on safety, performance, and customer satisfaction.

Key Responsibilities

Technician Support & Development

• Supervise and support technicians, ensuring they maintain proper licenses, certifications, and training.
• Provide both on-site and off-site technical assistance to field staff as needed.
• Partner with leadership to develop employee growth plans and identify training opportunities.
• Support apprentices with licensing renewals and training enrollment.
• Conduct quarterly technician meetings to promote communication, development, and continuous improvement.

Operational Oversight

• Work closely with dispatch to align technician assignments with skill sets and job requirements.
• Oversee daily scheduling and ensure projects are completed on time and within budget.
• Monitor technician productivity and performance to achieve service delivery goals.
• Review and approve technician timecards and oversee field-related expenses.
• Provide after-hours or on-call support as needed.

Customer Service & Escalation

• Serve as an escalation point for customer concerns, ensuring prompt and professional resolution.
• Partner with internal teams to address service challenges and improve overall delivery.
• Maintain strong customer relationships through effective communication and responsiveness.

Process & Compliance

• Enforce company safety policies and ensure compliance with local, state, and federal regulations.
• Champion continuous improvement initiatives within field service operations.
• Collaborate with leadership to develop and implement process improvements.
• Maintain accountability for KPI metrics established by FEI and branch leadership.

Qualifications

• Proven experience in the fire protection or life safety industry with strong technical acumen.
• Prior supervisory or leadership experience managing field service teams.
• Deep understanding of scheduling, dispatch, and field operations.
• Strong interpersonal and communication skills; able to mentor, train, and lead effectively.
• Ability to conduct performance evaluations and administer progressive discipline when necessary.
• Commitment to safety, compliance, and operational excellence.
• Valid driver’s license and ability to travel to customer sites as required.

Compensation & Benefits

• Competitive pay commensurate with experience.
• Comprehensive benefits including medical, dental, and vision insurance.
• 401(k) plan with company match.
• Paid vacation, holidays, and sick time.
• Ongoing technical training and career advancement opportunities.

Why Join FEI?

At Fire Equipment Inc., you’ll be part of a team that values technical excellence, safety, and personal growth. We invest in our people through training, mentorship, and development—because your success drives ours.

Work Location: On-site / In Person

Fire Equipment Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. EOE disability/veteran.