Field Supervisor

Sutton Bros - Kernersville, NC

Full-time - Mid Level

Kernersville, NC

Specialty Trade Contractors

About the position

The Field Technical Supervisor at Sutton Bros., Inc. is responsible for overseeing the efficiency and mentoring of service technicians. This role focuses on ensuring that technicians meet revenue and quality standards, while also addressing customer concerns and diagnosing HVAC failures. The supervisor collaborates with the General Manager of Service to optimize costs and maximize sales opportunities within the service business unit.

Responsibilities

• Oversee the efficiency and mentoring of service technicians regarding revenue and maintenance agreement sales.
• Ensure all service technicians are properly trained.
• Answer field service questions and provide support to technicians.
• Diagnose and repair HVAC failures and address customer concerns.
• Collaborate with the General Manager of Service on cost reduction and sales maximization strategies.
• Model correct selection of charges from the flat rate book per company policy.
• Advise the General Manager of Service on inaccuracies in service repair times in flat rate books.
• Maintain required levels of truck stock items.

Requirements

• 3-5 years of related experience in customer service or management in a service industry.
• Ability to read and interpret diagrams, product data, and blueprints.
• Familiarity with a wide range of equipment and troubleshooting techniques.
• Ability to operate scissor and genie lifts safely.
• Ability to perform sizing calculations and advanced diagnostics.
• Experience in making repair and replacement decisions.
• Demonstrated willingness to accept responsibility and leadership roles.
• High School Diploma or equivalent.
• Valid driver's license.
• Computer skills.
• Organizational skills.
• Advanced customer service skills.
• Advanced communication skills with service technicians and team members.
• Meet criteria of a Level 4 or higher technician.