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Field Service Supervisor

Field Service Supervisor

Fire Equipment IncMedford, MA, US
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Field Service Supervisor Location :

  • Medford Branch and in the field About Fire Equipment Inc.
  • Since 1928, Fire Equipment Inc. (FEI) has been a trusted leader in the fire protection and life safety industry.
  • As a third-generation family-owned company, we are proud to provide inspection, installation, design, service, and repair solutions to a wide range of industries throughout New England.
  • At FEI, we believe in 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 Overview The Field Service Supervisor is a hands-on leadership role responsible for supervising and supporting and advocating for technicians, overseeing daily field operations, and driving operational excellence.
  • This role ensures technicians have the resources, training, certifications, and tools necessary to succeed while also partnering with operations and dispatch to meet customer and contractual commitments.
  • The Field Service Supervisor serves as both a mentor to the field team and a bridge between technicians, dispatch, operations, and customers.
  • Key Responsibilities Technician Support & Development
  • Supervise technicians and ensuring they have proper licenses, certifications, tools, and training.
  • Provide on-site and off-site technical support, including traveling to customer sites to assist or evaluate technicians.
  • Partner with leadership on employee development plans and facilitate training opportunities.
  • Support apprentices with licensing, renewals, and enrollment in training programs.
  • Conduct quarterly technician meetings focused on development, feedback, and continuous improvement.
  • Operational Oversight
  • Work directly with dispatch to ensure the right technician is assigned to the right job.
  • Oversee scheduling execution, ensuring jobs are completed on time, within budget, and to FEI standards.
  • Monitor technician job performance and adjust priorities to meet customer and contractual requirements.
  • Review and approve technician timecards and monitor expenses related to field operations.
  • Handle on-call support responsibilities as needed.
  • Customer Service & Escalation
  • Serve as an escalation point for customer concerns and provide real-time communication to ensure satisfaction.
  • Respond to customer requests promptly and ensure issues are resolved effectively.
  • Partner with customers and internal teams to drive improvements in service delivery.
  • Process & Compliance
  • Ensure strict adherence to safety standards and regulatory compliance.
  • Champion continuous improvement initiatives across field service, operations, and customer service.
  • Collaborate with operations leadership to implement processes that drive business metrics and operational goals.
  • Execute and maintain accountability for KPI metrics established by branch and FEI leadership.
  • Qualifications
  • Proven experience in the fire protection / life safety industry with strong technical knowledge.
  • Previous supervisory or leadership experience in field service operations.
  • Strong understanding of scheduling, dispatching, and operational workflows.
  • Excellent communication skills, with the ability to mentor, train, and provide constructive feedback to field technicians.
  • Ability to conduct effective performance reviews and experience with issuing progressive discipline as needed.
  • Ability to travel to customer sites as required.
  • Strong commitment to safety, compliance, and continuous improvement.
  • Why Join FEI?
  • Family-owned company with over 95 years of industry leadership.
  • Technician-first culture with a focus on training, development, and career growth.
  • Opportunity to be part of a mission-driven team protecting lives and property.
  • Competitive compensation and benefits package.   Powered by JazzHR
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    Field Service Supervisor • Medford, MA, US

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