Field Supervisor Job Description: A Field Supervisor is a working field technician who will perform fieldwork both independently and with others. This person is responsible for the supervision of the field technicians. This person is responsible for the training and development of field technicians. This person is also responsible for completion of field work in a workmanlike manner, with behavior that is consistent with current policies and procedures and sets a positive example for other technicians.
This position reports to the General Manager. This position requires the following knowledge and skills:
- Journeyman knowledge of plumbing as it pertains to residential, commercial, and industrial facilities, including codes, restrictions, service plumbing, and new installation.
- Specialized knowledge of the installation and servicing of commercial atmospheric water heaters, high efficiency water heaters, atmospheric boilers, high efficiency boilers, sealed combustion boilers, tank less water heaters, and all other water heating equipment is a must.
- Proficiency in computer skills and programs related to company systems and ability to type and enter data quickly.
- Customer service skills, knowledge of our core customers, and the creation of proposals for customers.
- The ability to multi-task, read maps, gives directions
- The ability to create and implement training agendas
- The ability to train individuals using various techniques
- Assists the dispatcher with routing of the technicians
- The ability to communicate fluently in English both verbal and written. Multi-lingual communication is a positive attribute.
- Minimum of 5 years field experience in full-service plumbing and new installation.
- A minimum education requirement of a high school diploma or a General Education Diploma.
- A valid driver’s license, legal residency, and I-9 documents.
Responsibilities::
- Answer phones (from office or customers) and assist customers in solving their problems
- Assist dispatch with scheduling your day. Communicate regularly and timely to aid in initial scheduling or rescheduling of work.
- Ensure that all aspects of field work are handled in a professional manner.
- Report negative customer service interactions to management team.
- Hire, train, coach and mentor field technicians to ensure their capabilities to meet customers’ needs.
- Develop reviews of the field technicians and submit to the management team.
- Monitor, measure, and report the performance of all direct reports.
- Cover on call situations as needed.
- Participate in the review of performance bonuses quarterly of the field technicians
- Make recommendations for course corrections of field technicians that are not performing or meeting goals and implement corrections
- Any other tasks assigned by management.
Duties:: The Field Supervisor is assigned the following duties that must be accomplished, according to company policies and procedures, by performing these tasks personally or through delegation of these tasks to direct reports. This is an expansion area that will have only the field supervisor to begin with. Additional staff will be added as the service area grows.
- Work with management team to resolve all customer complaints so that they result in a win/win situation for the customer and the company.
- Perform field work and on call duties as per schedule
- Communicate with the dispatcher throughout the day so that everyone is current on work scheduled, completed, in-process, and pending.
- Report negative customer interactions to President immediately.
- Conduct your daily interactions with customers and employees in alignment with our Mission and Values Statements.
Once staff is hired
- Constantly monitor the current state of field technician’s performance and morale.
- Prepare reports that monitor, analyze, and compare the productivity performance of direct reports.
- Establish training goals for direct reports based on observation of their work and capabilities.
- Prepare performance evaluations for direct reports and review with management team prior to finalizing with direct reports.
- Conduct on-site inspections on work performed by all field technicians and coach them on methods for improvement.
- Review all photos taken by field technicians of equipment removed and/or installed.
- Training of field technicians on the use and functionality of all equipment installed and/or used.
- Developing and managing the on-call schedule.
- Any other tasks assigned by management
Measures of Performance::
- Work exceedingly well with customers and co-workers.
- Customer needs are met proactively.
- Maintain accurate work records.
- Consistently stays in communication with dispatch and management team.
- Positive feedback from customers and teammates.
- All needed invoices, checklists, and reports are accurately complete and submitted in a timely manner.
- Submit direct report’s performance evaluation and goals documentation to management team one week prior to scheduled review session. Following the review session, the completed and signed evaluation sheets are returned to President for review and filing.
- Employee training is scheduled and completed/conducted timely.
- Call backs and re-work are maintained at an acceptable standard – decreasing from current level.
- Employee morale is maintained at high levels as demonstrated by their productivity.
- All customer complaints are satisfactorily resolved.
