Job Description

Primary Function

The 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.

Essential Duties

Customer Service and Scheduling

• Coordinate customer inquiries and service requests across walk-in, phone, and email channels
• Establish job priorities and schedule daily assignments for field technicians
• Communicate pricing, service timelines, and completion updates to customers
• Monitor schedules and proactively notify customers of changes or additional repair needs
• Resolve customer complaints to ensure high levels of satisfaction

Operations Coordination and Productivity

• Assign and prioritize repair jobs to align with operational demands
• Manage technician time and workload to achieve productivity goals
• Coordinate activities between service, parts, shop, and specialized departments
• Liaise with external vendors for specialized services such as cranes, OEM support, and radiator work

Administrative Support

• Open, manage, and close service calls including account review, coding, and warranty verification
• Enter service notes, purchase orders, and job details into required systems and portals
• Prepare quotes, reports, correspondence, and internal documentation
• Support parts sourcing and ordering for service jobs
• Administer credit and COD collections in accordance with company policy

Supervision and Team Leadership

• Supervise and dispatch field service personnel to ensure quality and profitability
• Conduct performance reviews and provide ongoing coaching and development
• Enforce company safety policies and procedures
• Support hiring, training, disciplinary actions, and overall team development

Minimum Requirements

Education

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.