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Position: Field Operations Supervisor – Technical Services
Reports to: Barrie Operations Manager
Location: Barrie, ON
About the Role:
Our client is seeking a Field Operations Supervisor to lead their team of skilled Field Technicians and Installers. This leadership role focuses on training and development, operational efficiency, and delivering exceptional customer service. The Supervisor will spend time on-site to ensure high-quality technical work, adherence to Health and Safety standards, and continuous improvement across the Field Services team. This position also represents the employer on the Workplace Health and Safety Committee.
Requirements
Key Responsibilities:
Training & Development
Coach and mentor Field Technicians, supporting technical training and succession planning.
Identify skill gaps and coordinate training initiatives to address them.
Provide input for performance evaluations and address performance issues with guidance from management and HR.
Support ongoing development of technical and customer service skills across the team.
Oversee hiring, onboarding, and 30-60-90-day development plans for new team members.
Lead and follow up on monthly Lead Technician training sessions.
Serve as a backup resource in the on-call rotation when needed.
Operational Efficiency & Organization
Monitor field operations on-site to ensure team efficiency, organization, and adherence to standards.
Identify and implement improvements to workflows, processes, and service delivery.
Participate in budget planning and operational performance reviews.
Develop and track Key Performance Indicators (KPIs) to drive operational excellence.
Manage and maintain Technician asset lists and optimize the sales order process for the Field Services team.
Customer Service & Quality Assurance
Establish, communicate, and uphold company standards for technical service aligned with customer expectations.
Ensure service level agreements (SLAs) and maintenance agreements (MAs) are met.
Address customer inquiries, resolve issues proactively, and gather feedback.
Collaborate with Scheduling Coordinators, Project Managers, and the Barrie Operations Manager on service planning, pre-job preparations, and quarterly review meetings.
Additional Responsibilities
Participate in special projects and other duties as assigned by management.
What We’re Looking For:
Strong leadership and team coaching experience in a technical environment.
Hands-on knowledge of radio systems, VS&A equipment, and wireless communications preferred.
Experience improving operational processes, efficiency, and customer service.
Excellent communication, organizational, and problem-solving skills.
Committed to safety, quality, and continuous improvement.
Benefits
Key Responsibilities:
Training & Development
Coach and mentor Field Technicians, supporting technical training and succession planning.
Identify skill gaps and coordinate training initiatives to address them.
Provide input for performance evaluations and address performance issues with guidance from management and HR.
Support ongoing development of technical and customer service skills across the team.
Oversee hiring, onboarding, and 30-60-90-day development plans for new team members.
Lead and follow up on monthly Lead Technician training sessions.
Serve as a backup resource in the on-call rotation when needed.
Operational Efficiency & Organization
Monitor field operations on-site to ensure team efficiency, organization, and adherence to standards.
Identify and implement improvements to workflows, processes, and service delivery.
Participate in budget planning and operational performance reviews.
Develop and track Key Performance Indicators (KPIs) to drive operational excellence.
Manage and maintain Technician asset lists and optimize the sales order process for the Field Services team.
Customer Service & Quality Assurance
Establish, communicate, and uphold company standards for technical service aligned with customer expectations.
Ensure service level agreements (SLAs) and maintenance agreements (MAs) are met.
Address customer inquiries, resolve issues proactively, and gather feedback.
Collaborate with Scheduling Coordinators, Project Managers, and the Barrie Operations Manager on service planning, pre-job preparations, and quarterly review meetings.
Additional Responsibilities
Participate in special projects and other duties as assigned by management.
What We’re Looking For:
Strong leadership and team coaching experience in a technical environment.
Hands-on knowledge of radio systems, VS&A equipment, and wireless communications preferred.
Experience improving operational processes, efficiency, and customer service.
Excellent communication, organizational, and problem-solving skills.
Committed to safety, quality, and continuous improvement.
