Field Service Supervisor

Job Summary:

Don’s Appliances is hiring a hands-on  Field Service Supervisor to lead our team of skilled Service  Techs.

This position is IDEAL for someone who leads by example—someone with a strong background in Appliance Repair, excellent problem-solving abilities, and a passion for coaching and developing others.

As the Field Service Supervisor, you'll guide a team of 20 skilled Appliance Repair Technicians, ensuring top-tier customer service, accurate diagnostics, and efficient repairs of residential appliances.

This dynamic position empowers you to enhance Technician performance, streamline routes, uphold safety standards, and drive service excellence – all while fostering a culture of growth and innovation.

Your days will primarily be field-based, splitting time between meeting Technicians, customer homes, and some in-office time .

Uniforms and clothing allowance are provided, along with an iPhone, laptop, company vehicle, and a credit card for gas.

Key Responsibilities:

•     Lead and support a team of in-home Appliance Service Technicians

•     Monitor daily schedules and Technician performance goals
•     Conduct on-site audits and coaching sessions to ensure Technicians adhere to processes, policies, and safety standards
•     Coach Technicians on diagnostic procedures, repair techniques, and customer scenarios
•     Address escalated customer concerns to align with company standards
•     Collaborate with Dispatch, Parts, and Warranty teams as needed to resolve service delays and/or issues
•     Assist in onboarding, mentoring, and developing new Technicians.

Preferred Skills:

•    5-10+ years of appliance repair experience
•     Experience working with multiple brands
•     Technical knowledge of major home appliances
•     Familiarity with field service software and mobile platforms

Required Skills:

•     Prior supervisory, Lead Technician, or training experience
•     Mechanical and technical skills
•     Ability to coach, develop, and hold Technicians accountable
•     Excellent problem solving, organizational, and communication skills
•     Strong time management skills to manage multiple priorities, adjust on the fly, and keep the team aligned with goals
•     Proficiency in Microsoft Office (Excel reporting, Outlook, Teams), and CRM platforms
•     Must be flexible to handle after-hours issues or escalations as needed (usually no later than 6pm)

The Ideal Candidate:

•     Has worked as a Field Supervisor or in a similar role managing in-home channels of a service business
•     Has proven leadership and team management skills comfortable with coaching, motivating, and holding field staff accountable
•     Is skilled at de-escalating issues while maintaining professional relationships with the team and with customers
•     Thrives in a fast-paced environment, is passionate about helping people grow and succeed, and has a strong problem-solving mindset with a focus on results

Additional Requirements:

• Flexibility to work occasional overtime as needed

License/Certification

• Valid driver’s license

 Work Location/Hours

• HQ- 251 Bilmar Dr./ Monday – Friday, with participation in a weekend manager on-call rotation

Reports to the Director of Service and Parts

We offer a full benefit package that includes medical, dental, vision, flex spending,  PTO, Well Health Days, 401(k) with match, short term & long term disability insurance, employer paid life insurance. In addition, we have a bonus plan, paid training and career tracks for promotional opportunities. Come join our winning team!