Sr Field Service Supervisor

The Senior Field Service Supervisor leads a team of field service technicians and is directly responsible for driving accountability, operational discipline, and performance execution across the New Hampshire service organization. This role ensures technicians meet Honeywell standards in productivity, quality, customer satisfaction, safety, and compliance. The Senior Service Supervisor provides hands‑on leadership, clear expectations, and consistent follow‑through to ensure the team delivers predictable, high‑quality service outcomes every day.

KEY RESPONSIBILITIES

Team Leadership & Accountability

• Set clear daily/weekly expectations for technician performance, productivity, response times, documentation quality, and customer communication.
• Hold technicians accountable through consistent follow-up, coaching, structured 1:1s, and performance management.
• Use data (labor utilization, cycle times, backlog, chargeable hours, first-time-fix) to monitor execution and intervene early when performance gaps appear.
• Ensure technicians complete all required tasks on time — including closeout notes, timesheets, safety forms, and compliance documentation.
• Reinforce Honeywell standards, operating mechanisms, and process discipline across the team.
• Conduct ride-along and job audits to verify work quality and adherence to procedures.

Service Contract Growth

• Identify service agreement expansion opportunities during technician job reviews, customer debriefs, and site visits.
• Ensure technicians are trained and held accountable to recognizing, documenting, and communicating leads related to: 
  • Contract upgrades
  • Additional systems coverage
  • Planned maintenance scope increases
  • Multi‑site or regional consolidation opportunities
  • Partner with the Service Sales team to convert opportunities uncovered through service execution.
  • Support retention efforts by ensuring technicians maintain strong customer rapport and deliver consistent, high-quality work that reinforces contract value.
  • Monitor contract execution performance and address any operational gaps that could impact renewal likelihood.

SPOT (Service Pull‑Through) Revenue Growth

• Drive technician accountability for identifying SPOT opportunities during daily service work (repairs, replacements, upgrades, retrofits, code compliance work, optimization recommendations).
• Reinforce a culture where identifying improvement opportunities is a standard expectation of every site visit.
• Coach technicians in documenting SPOT leads in the required systems and escalating urgent opportunities.
• Validate technician recommendations for accuracy and completeness before they enter the quoting pipeline.
• Partner closely with the Service Manager and sales team to prioritize and close high‑value SPOT leads.
• Track and review SPOT opportunity data weekly with technicians to ensure follow‑through and progression.

• Support accurate forecasting by ensuring timely technician input and pipeline cleanliness.

   

Service Contract & SPOT Revenue Growth

Operational Execution

• Manage scheduling, labor planning, and dispatching to ensure service commitments are met with strong resource efficiency.
• Monitor backlog and aging work orders and drive technicians to close them within expected timeframes.
• Enforce SLA adherence and escalate risks proactively.
• Lead daily or weekly operational stand-ups to review KPIs, safety topics, priorities, and roadblocks.

Customer Experience & Issue Resolution

• Drive technician ownership of each contract’s service level agreements, customer relationships, communication, and problem resolution.
• Step in as the escalation point when issues arise, ensuring rapid and accountable resolution.
• Verify that all completed work meets Honeywell quality standards and customer expectations.
• Support the Service Manager in resolving complex customer issues where process or performance discipline is involved.

Technical Expertise & Support

• Provide assistance and/ or direct team for guidance on troubleshooting the Honeywell and third-party systems.
• Validate that technicians follow proper commissioning, testing, and documentation methods.
• Ensure all work complies with Honeywell safety rules, local codes, NFPA standards, and state requirements.

Financial & Business Accountability

• Support financial goals by ensuring productivity, chargeability, and labor utilization targets are met.
• Drive timely work order closure and billing readiness through strict documentation compliance.
• Identify revenue opportunities (service agreements, upgrade recommendations, replacements) and coach technicians to do the same.

Travel up to 50%.