Field Supervisor - Service

Job description

COMPANY OVERVIEW Upchurch is a rapidly growing, full-service building engineering company providing mechanical, plumbing, HVAC, and electrical services across the southeastern United States. Founded in 1970 and headquartered in Horn Lake, MS, Upchurch has grown through both organic expansion and strategic acquisitions, establishing a strong reputation for quality, reliability, and service excellence. We offer end-to-end solutions—from design and installation to ongoing maintenance and emergency support—helping clients maximize building performance, energy efficiency, and equipment lifespan. POSITION SUMMARY The Field Supervisor provides direct leadership, coaching, technical support, and accountability for commercial HVAC, plumbing, mechanical, and related field service personnel. The role is responsible for ensuring technicians operate safely, professionally, productively, and in accordance with company standards while delivering an exceptional customer experience. The Field Supervisor serves as the primary field leader responsible for technician development, technical escalation support, safety compliance, workmanship quality, customer issue resolution, and operational execution. This position helps convert field labor into customer value through leadership, training, accountability, and continuous improvement. KEY RESPONSIBILITIES 1. Technician Leadership & Accountability - Conduct regular field visits and ride-alongs. - Coach technicians on service procedures, diagnostics, documentation, and customer communication. - Establish and communicate performance expectations. - Conduct technician evaluations and performance discussions. - Identify training opportunities and skill gaps. - Assist with recruiting, interviewing, and onboarding efforts. - Develop apprenticeship and technician progression plans. - Promote company culture and professional standards. 2. Technical Support & Escalation - Serve as the primary technical escalation resource for technicians. - Assist with complex troubleshooting and system diagnostics. - Support startup, commissioning, and major repair activities. - Review difficult service situations and recommend solutions. - Help technicians improve root-cause analysis capabilities. - Share technical best practices throughout the workforce. 3. Safety Leadership & Compliance - Conduct regular jobsite safety inspections. - Ensure compliance with all company, customer, and regulatory safety requirements. - Lead toolbox talks and safety meetings. - Verify required certifications and training are current. - Ensure proper PPE utilization. - Participate in incident investigations and root-cause analysis. - Reinforce stop-work authority and hazard identification. 4. Quality Assurance - Audit completed work for quality and completeness. - Review service documentation for accuracy. - Monitor callback trends and implement corrective actions. - Ensure preventive maintenance standards are consistently followed. - Verify field compliance with company procedures and technical standards. 5. Customer Relationship Management - Visit customers to resolve service concerns. - Assist with major customer escalations. - Support service agreement execution and account retention. - Promote a professional company image. - Build trust with key account stakeholders. - Coordinate with sales and operations teams to identify customer opportunities. 6. Operational Coordination - Partner with dispatch, service coordinators, project managers, and leadership teams. - Provide input regarding technician skill assignments and development opportunities. - Assist with labor planning and workforce readiness. - Monitor workloads and utilization trends. - Help ensure technicians have proper tools, materials, training, and support required to execute successfully. 7. Continuous Improvement - Participate in operations reviews and leadership meetings. - Identify process improvement opportunities. - Assist with implementation of company initiatives, systems, and technology. - Support operational standardization efforts across locations. - Promote data-driven decision making and accountability. QUALIFICATIONS REQUIRED KNOWLEDGE - Strong understanding of commercial HVAC, plumbing, mechanical systems, and service operations. - Knowledge of preventive maintenance, demand service, and field labor management. - Understanding of safety regulations and compliance requirements. - Familiarity with service ERP, dispatching, mobile field applications, and reporting systems. EXPERIENCE REQUIRED - Minimum 7 years of commercial service experience. - Minimum 2 years of supervisory, lead technician, or management experience preferred. - Demonstrated success in customer-facing service operations. SKILLS & ABILITIES - Strong leadership and coaching skills. - Excellent troubleshooting abilities. - Effective conflict resolution skills. - Strong written and verbal communication. - Strong organizational skills. - Ability to motivate and develop others. - Sound business judgment. - Customer-focused mindset. - Ability to manage multiple priorities simultaneously. Benefits: - Competitive pay based on experience. - Health, dental, and vision insurance. - Paid time off and holiday pay. - Opportunities for professional development and certification assistance. Equal Employment Opportunity: Upchurch Companies provides equal employment opportunities to all employees and applicants. We prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.