Who We Are
National Equipment and Service (NES) is a premier provider of preventative maintenance, repair, and installation services for industrial warehouse equipment, including roll-up doors and dock levelers. We specialize in ensuring the smooth and efficient operation of critical infrastructure within warehouses and distribution centers, helping businesses maintain safety and productivity. Our commitment to delivering superior service and expert solutions makes us a trusted partner in the industry.
Why NES
At NES, we are committed to becoming the Best Place to Work where employees are empowered and valued. We invest in our people by offering executive coaching, on and off-site training, industry certifications, and other forms of professional development, competitive pay and benefits, and the opportunity to be part of a team dedicated to delivering excellence in the industrial equipment service industry. Join us at NES, where your skills and contributions help drive the success of our clients and you will help build the core business by being involved in key decisions as we grow - both inside and outside the department. Check out our benefits for field employees!
What the Role is
The Field Service Supervisor at National Equipment and Service (NES) is a key leader responsible for managing field operations, ensuring quality and safety compliance, and driving both technician training and customer engagement. This role emphasizes hands-on oversight of field activities, guiding and developing technicians, and maintaining high levels of customer satisfaction. Additionally, the Field Service Supervisor manages large and complex projects, coordinates resources and logistics, and ensures that all operations are conducted in accordance with safety protocols and company standards.
Key Responsibilities:
- In-Field Oversight:
- Conduct regular site visits to ensure technicians adhere to quality, safety protocols, and company policies.
- Conduct safety checks on sites, vehicles, and technicians to ensure a safe working environment.
- Serve as a point of contact for technical support escalations, troubleshooting complex issues, and providing guidance to field technicians as needed.
- Manage and oversee large and complex projects, coordinating resources, schedules, and logistics to ensure projects are completed on time, within budget, and in compliance with safety regulations.
- Training:
- Design, implement, and continuously improve field training programs for technicians, with a focus on safety, compliance, and customer satisfaction.
- Track and monitor the progress of all technician training and development to ensure everyone meets scheduled targets.
- Lead recall jobs alongside the original technician, providing hands-on training and coaching to teach the technician what went wrong, how to identify and fix it, and how to prevent it in the future.
- Train and coach existing Team Leads; identify and develop new Team Leads, emphasizing the importance of safety and customer experience in leadership roles.
- Gather and record feedback from employees to enhance training programs and improve the overall employee experience in the field.
- Customer Engagement:
- Identify opportunities to educate customers about our products, services, safety practices, and additional service offerings.
- Identify and report any safety or operational issues beyond the scope of work to the customer; proactively engage with customers during technical issues, delivering exceptional service by promptly addressing concerns and quickly resolving any problems.
- Gather and record feedback from customers to consistently enhance the customer experience and improve service delivery and the overall customer experience.
Required Qualifications:
- Technical: Minimum of 5 years of experience in the installation, maintenance, and repair of industrial doors, loading dock equipment, and material handling systems.
- Software: Proficient with FSM (Field Service Management) systems that manage all aspects of field operations (Estimates, Work Orders, Dispatching, Scheduling, etc.); all work is logged and processed digitally in our app from your iPhone/iPad.
- Leadership: Proven experience in supervising and managing field service teams, including leading large and complex projects.
- Technical Skills: Strong technical background in troubleshooting and resolving issues related to industrial equipment, with a focus on safety and compliance.
- Training & Development: Experience in designing and implementing training programs for field technicians, with an emphasis on safety, compliance, and customer satisfaction.
- Customer Service: Excellent communication and customer service skills, with a track record of effectively managing customer interactions and resolving issues on-site.
- Problem-Solving: Strong problem-solving abilities, capable of troubleshooting complex technical issues and providing guidance to field technicians.
- Project Management: Experience in coordinating resources, schedules, and logistics for large-scale projects, ensuring completion on time and within budget.
- Safety Compliance: In-depth knowledge of safety regulations and best practices, with the ability to enforce safety protocols in the field.
- Driver's License: Valid Driver's License with a clean driving record.
Additional Qualifications (desired, but not required):
- Certifications: OSHA certifications, First Aid/CPR/BLS certification, and Aerial Lift and Forklift Certification, or any other relevant certifications.
- Technical Expertise: Additional experience with hydraulic and pneumatic systems, welding, steel fabrication, and electrical work.
- Advanced Leadership Training: Formal training or certification in leadership, team development, or project management.
- Industry Knowledge: Familiarity with the latest industry trends and technologies related to warehouse and industrial equipment.
- Customer Engagement: Experience in customer relationship management (CRM) systems or customer experience improvement initiatives.
- Bilingual: Proficiency in a second language, particularly Spanish, to better serve our diverse customer base.
Work Environment:
- Work in various environments, including warehouses and outdoor customer locations.
- Use of personal protective equipment (PPE) is required for safety.
Travel Requirements:
- Frequent travel to job sites, vendor locations, and our headquarters in Irvine is required. The company provides a fully equipped van that you can take home, allowing you to be dispatched directly from your residence.
Benefits:
- Health:
- Medical/Dental/Vision (50% employer contribution for Medical)
- Additional Insurances: Life, Critical Illness, Accident, etc.
- Free Employee Assistance Program
- Financial:
- Weekly Paychecks
- Overtime Opportunities
- Annual Performance and Compensation Reviews
- Quarterly celebrations and rewards
- Bonus program based on team goals and field sales
- 401(k)
- Time Off:
- 2 weeks dedicated Vacation Time
- 5 days dedicated Sick Time
- 7 Paid Holidays
- Safety:
- All necessary PPE provided on day one
- Personalized OSHA-compliant fire-rated uniforms
- Aerial Lift and Forklift Certification
- OSHA certifications
- First Aid / CPR / BLS
- Employee Development:
- Comprehensive paid training program
- Opportunities for growth and internal advancement
- Tuition Reimbursement
- Tools and Equipment:
- Company-branded gear
- iPhone and iPad
- Fully equipped vehicle with welder, tools, and equipment
- Fuel and maintenance card
Equal Opportunity Employment: NES considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.
