Field Service Supervisor

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 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 ensure 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.