Field Service Supervisor

The Field Service Supervisor is responsible for leading and developing the PPS Americas Field Service team to deliver exceptional support to domestic and international customers while driving profitable aftermarket growth. This role oversees team performance, customer relationships, service order management, and troubleshooting activities to ensure timely, accurate, and high-quality service. The position works closely with Sales, Engineering, and Manufacturing to resolve customer issues and identify field service, in-house repair, and spare parts opportunities.

ESSENTIAL JOB DUTIES & RESPONSIBILITIES

• Supervises the Americas Field Service team, including interviewing, hiring, and training employees; planning and assigning work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Harmonizes service processes across product portfolio to ensure consistency and efficiency.
• Provides customer support to domestic and international customers and regional sales managers.
• Establishes and maintains Top Customer contact and works closely with Field Service Engineers to guarantee prompt and quality responses to customers, leveraging the NBS Next framework.
• Oversees the service order and reporting processes to ensure entries are completed correctly and in a timely manner.
• Collaborates with other department supervisors to recruit, onboard, coach, and develop Rapid Response team members to provide scalable customer service support and strengthen the organization's long-term service personnel pipeline.
• Partners with Aftermarket & Customer Service Manager to develop the annual service plan, including pricing strategies, profitability goals and simplification of the processes utilizing the strategic discipline data.
• Identifies growth opportunities that can generate sustainable and profitable growth (i.e, service contracts), then quantifies and reports them to management for evaluation.
• Keeps simplification at the core of the role and constantly looks for ways to reduce non-value-added activities and reduce complexity.
• Any other duties that may reasonably be assigned.

EDUCATION & EXPERIENCE REQUIREMENT

Detail-oriented, self-starter with strong communication and organizational skills.  The successful candidate will have a proven ability to multitask and work collaboratively as well as independently in a dynamic and entrepreneurial environment. The required qualifications for this position are as follows:

• Experience in field service or a customer support role, or related technical experience
• Excellent oral and written communication skills
• Demonstrated accountability skills with customers, consistent follow-through with customer requests, and maintaining time commitments
• Proficiency with Microsoft Office Products, including Word, Excel, and PowerPoint
• Experience with CRM, such as C4C, preferred

SKILLS & ABILITIES

• Must have strong people skills to interact with customers, suppliers, and co-workers in a team-based environment.
• Must have the ability to manage multiple tasks and work independently with minimal direction.
• Must have good communication skills, including written, verbal, and listening.

WORKING CONDITIONS & PHYSICAL DEMANDS

Office environment. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

TRAVEL REQUIRED
Minimal

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