Field Service Operations Supervisor

2 weeks ago

Chicago, Illinois, United States Luminator Technology Group Full time
Job Overview

Luminator Technology Group stands at the forefront of technology solutions that enhance intelligence, safety, and efficiency within public transit systems. With a comprehensive range of hardware and software offerings, we operate globally while maintaining a commitment to customer satisfaction, serving clients in over 85 countries and employing nearly 1,000 professionals worldwide.

As a prominent innovator in the design and manufacturing of communication and lighting solutions for the transit, rail, and aerospace sectors for over 90 years, Luminator is looking to fill the role of Field Service Site Lead. This full-time position is essential to our expanding and dynamic Field Service team, where you will contribute significantly to achieving departmental goals and the overarching mission of Luminator.

The Field Service Site Lead will be crucial in ensuring the smooth execution of our field service operations, playing a key role in the success of our organization. In this capacity, you will lead a dedicated team of technicians, managing critical on-site responsibilities while upholding the highest service standards for our clients. Your leadership and technical skills will be vital in delivering exceptional service, enhancing operational efficiency, and ensuring safety standards are met. This role is an excellent opportunity for those looking to make a substantial impact in the field service sector.

Why Choose Luminator?

At Luminator, we promote a collaborative work culture that nurtures creativity, personal development, and professional growth. We provide a competitive compensation package, including annual incentives, a generous PTO plan, 10 paid company holidays, and 2 floating holidays. Our benefits encompass healthcare, dental, vision, and 401k options. Committed to excellence, we offer the chance to make a meaningful contribution in a vibrant and supportive environment, ensuring your career thrives as we grow.

Key Responsibilities:

  • Leadership: Direct and oversee the field service team at the assigned site, including technicians and support personnel. Cultivate a positive and collaborative atmosphere that encourages teamwork and prioritizes customer satisfaction. Establish clear performance expectations and conduct regular evaluations.
  • Field Service Management: Organize and schedule field service visits to align with customer needs and service agreements. Address complex technical challenges, ensuring prompt and effective resolutions. Guarantee that all field service operations are conducted efficiently and in accordance with company standards.
  • Technician Coordination: Optimize technician routes and resource allocation. Communicate work schedules and assignments effectively to field technicians.
  • Client Relationship Management: Develop and sustain strong relationships with key clients at the site. Act as the primary contact for escalated customer issues and collaborate with the sales team to identify additional service opportunities.
  • Quality Control: Implement and uphold quality assurance protocols to ensure consistent, high-quality service delivery. Conduct regular inspections and audits of field service work to verify compliance with company standards. Promote continuous improvement initiatives to enhance service efficiency.
  • Inventory Oversight: Manage the inventory of spare parts and equipment necessary for field service operations. Coordinate the replenishment and procurement of supplies to maintain uninterrupted service.
  • Documentation and Reporting: Maintain accurate records of field service activities, including service reports, customer feedback, and equipment status. Generate regular performance reports and key performance indicators (KPIs) for site management.

Qualifications:

The ideal Field Service Site Lead will be an experienced, operationally focused professional capable of leading a hands-on approach to support growth and maximize potential.

Qualified candidates will possess:

  • High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
  • 3+ years of relevant field service experience in technical or engineering support, or equivalent military experience in electronics.
  • Understanding of customer service principles, including needs assessment and quality standards.
  • Knowledge of business management principles related to strategic planning, resource allocation, and leadership techniques.
  • Familiarity with machinery and tools, including their design, use, repair, and maintenance.
  • Ability to exercise discretion and independent judgment in overseeing field service operations.
  • Adaptability to changing priorities and ability to work under pressure.
  • Proficiency in reading, interpreting, and applying management directives.
  • Demonstrated knowledge of service contracts and ability to train others on technical issues.
  • Clean driving record and valid driver's license.
  • OSHA training preferred.
  • Exceptional organizational and time management skills.
  • Proficiency in Microsoft Office applications and service management software.

Additional Skills:

  • Strong communication skills, both verbal and written, for conveying complex technical issues clearly.
  • Proactive problem-solving abilities and attention to detail.
  • Capability to maintain electronic equipment and review technical documents for work planning.
  • Ability to collaborate with personnel to resolve operational challenges.
  • Strong project management skills to ensure deadlines are met.
  • Independence in a fast-paced team environment.
  • Efficiency in handling details and varying work volumes.

Luminator Technology Group is committed to providing a safe and drug-free workplace. As a condition of employment, candidates will undergo a drug screening process due to federal contract requirements.

We uphold equal employment opportunities without discrimination or harassment based on any protected characteristic. Luminator prohibits any form of discrimination or harassment.

The responsibilities and qualifications outlined above serve as a general guide for the role and are not exhaustive.

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