Supervisor, Field Service

Epson is a global technology leader committed to delivering innovative, high-performance solutions designed to meet the evolving needs of our customers. Our Professional Imaging, Commercial, and Industrial Printing solutions help businesses produce exceptional results, and our Field Service team plays a critical role in keeping those solutions performing at their best.

As a Field Service Supervisor, you will lead a team of Field Service Specialists and Technicians responsible for delivering installation, service, and technical support to Epson customers. You will oversee day-to-day field service operations, ensuring work is effectively scheduled and dispatched while maintaining high standards for safety, quality, productivity, and customer service.

In this role, you will coach and develop team members, monitor service performance, manage escalations, and ensure the team has the training, tools, and support needed to deliver an exceptional customer experience. You will work closely with customers, internal business partners, and Service leadership to address service needs, resolve issues, and continuously improve field service operations.

This is a customer- and team-focused leadership role for someone who enjoys developing people, solving operational challenges, and driving consistent service execution in a dynamic field environment.

The position is remote and may be based in the Central Time Zone, with travel to customer locations as business needs require.

What You Will Do

• Lead day-to-day field service operations for a team of Field Service Specialists and Technicians, ensuring effective coverage and execution of customer service needs
• Assign and prioritize work, manage daily dispatch activities, monitor service-level commitments, and address escalations
• Ensure compliance with safety requirements, conduct toolbox talks, and verify customer site readiness
• Monitor service quality and productivity by reviewing work orders, service documentation, and parts usage for accuracy and completeness
• Coach and develop team members through regular feedback, ride-alongs, performance discussions, and skill evaluations
• Coordinate technical training, certifications, and on-call rotations to maintain team readiness and capabilities
• Communicate service priorities, customer requirements, operational updates, and changing business needs to the team
• Support the delivery of product installations, end-user training, workflow development, maintenance, and technical support
• Identify and resolve customer and operational issues, escalating concerns when appropriate to support timely resolution
• Hire, onboard, develop, and evaluate team members while fostering accountability, collaboration, and a strong customer-service culture
• Build effective relationships with customers, internal business partners, vendors, and Service leadership to support company goals and service objectives
• Develop and maintain departmental procedures and standards to promote consistent, efficient field service operations
• Support annual planning and budgeting activities and manage field service operations within established budget guidelines
• Establish team goals and objectives aligned with Service priorities and contribute to tactical and annual operating plans
• Identify opportunities to improve service processes, team productivity, quality, and the overall customer experience
  
  

What You Will Bring

• Field service or technical service experience supporting commercial or industrial equipment or similarly complex electromechanical products
• Experience leading, supervising, or developing field-based technical or service teams
• Strong leadership and people-development skills, with the ability to coach performance, provide constructive feedback, and build team capabilities
• Strong customer service and relationship-management skills with the ability to effectively manage customer concerns and service escalations
• Ability to coordinate field resources, prioritize competing service needs, and adapt quickly to changing customer and business requirements
• Strong operational and problem-solving skills with a focus on safety, service quality, productivity, and customer satisfaction
• Ability to monitor service performance and use operational information to identify issues and opportunities for improvement
• Strong written and verbal communication skills with the ability to communicate effectively with field teams, customers, cross-functional partners, and leadership
• Experience maintaining service documentation, operational procedures, and accurate business records
• Ability to work effectively across functions and build strong relationships with internal and external partners
• Sound judgment, accountability, and the ability to independently address issues and escalate when appropriate
• Ability to travel within the assigned region and to other locations as business needs require
• Must reside in the Central Time Zone and be able to support customers and team members throughout the region