Service Supervisor

Genera Purpose & Essential Duties:

The Operations Supervisor, Field Technicians is responsible for overseeing, coordinating and controlling all functions of the assigned technicians to ensure prompt, high quality service to all customers.  The Operations Supervisor, Field Technicians is responsible for providing supervision, quality assurance checks, on the job training and coaching, and direction in the field to their assigned technicians.

• Manages the day-to-day execution and implementation of Guardian field service strategies to ensure target levels of production are met.


• Manage workload, overtime and overall demand on labor resource planning.


• Coordinate with Corporate Training Manager to determine adequate skill and performance enhancement programs to keep assigned technicians technically sound and updated to enhance their productivity.


• Generate field leads and assist technicians in selling upgrades and repairs.


• Provides accurate and timely resolution of escalated customer issues to ensure customer satisfaction in accordance with Guardian standards.


• Collaborate closely with install, field support, and customer operations teams to achieve optimum customer service, profitability and cost effectiveness.


• Directs, maintains staffing, and assists in scheduling of assigned technician workforce to meet customer needs, customer schedules and Guardian standards on backlog reductions.


• Maintains high quality of service by performing quality inspections on assigned technicians work in the field.


• Implement and enforce all Guardian policies and procedures.


• Maintain a good driving record.


• Submit accurate and timely documentation including but not limited to work orders, updates on job progress, timecard approvals, billing reports, etc.


• Assist with troubleshooting of install and service jobs performed by assigned technicians.


• Review assigned technicians’ performance, productivity, certifications held, and skill set at the individual level.


• 50% of time should be spent in the field with assigned technicians.


• Ensure assigned technicians are maintaining and accurately tracking their truck inventory levels in accordance with Guardian standards.


• Ensure assigned technicians’ fleet vehicles are maintained in accordance with Guardian standards.

Required Skills, Abilities, Education & Experience:

• Excellent organizational skills and attention to detail


• Excellent time management skills with a proven ability to meet deadlines


• Strong analytical and problem-solving skills


• Strong supervisory and leadership skills


• Ability to function well and maintain a calm demeanor in a high-paced and at times stressful environment


• Strong self-motivation and a professional attitude


• Thorough understanding of safety laws, regulations, and policies


• Thorough understanding of or ability to understand the full product suite that Guardian offers


• Proficient with Microsoft Office Suite or related software


• High School Diploma or GED required


• 3-5 years’ experience in the security industry


• High degree of knowledge of standards, practices, and panels commonly used in the alarm industry


• Some supervisory or leadership experience preferred


• NICET Level II or equivalent certification preferred