Supervisor Field Service

Job Description

Field Service Supervisor

Location: Brighton, CO

About MITER Brands

MITER Brands™ is a leading residential window and door manufacturer providing a portfolio of recognized brands serving both the new construction and replacement markets. As one of the nation's largest suppliers of windows and patio doors, MITER Brands includes brands such as Milgard, MI Windows & Doors, and PGTI, with manufacturing and service operations across the United States.

We are seeking a motivated and customer-focused Field Service Supervisor to lead our Field Service team in Brighton, Colorado. This position is responsible for overseeing field service operations, leading a team of technicians, ensuring exceptional customer experiences, and driving operational excellence. The ideal candidate is a proven leader who can effectively balance team development, customer satisfaction, service efficiency, and cross-functional collaboration.

Position Summary

The Field Service Supervisor oversees a team of technicians responsible for investigating, troubleshooting, and performing repair services at residential homes and commercial buildings. This role ensures work is completed safely, efficiently, and in accordance with company standards while maintaining a high level of customer satisfaction.

Responsibilities

Team Leadership & Development

- Lead, coach, and develop a team of Field Service Technicians to ensure safe, efficient, and high-quality service delivery.
- Interview, hire, onboard, train, and retain top talent for the Field Service team.
- Conduct performance evaluations and provide ongoing coaching, feedback, and career development opportunities.
- Manage employee relations matters, including performance management, corrective action, and recognition programs.
- Ensure team members demonstrate professionalism, technical accuracy, efficiency, and adherence to company policies and procedures.
- Maintain performance records and establish clear accountability standards.

Service Operations

- Oversee daily scheduling and route optimization to maximize efficiency and customer responsiveness.
- Monitor service performance and ensure customer commitments are met on time and with quality workmanship.
- Ensure technicians follow standard operating procedures and safety requirements.
- Review workload demands and make adjustments to address changing priorities and service needs.
- Authorize service work performed by dealers or third-party service providers when required.

Customer Experience

- Resolve escalated customer concerns and service-related issues in a professional and timely manner.
- Negotiate customer resolutions when appropriate while balancing customer satisfaction and business objectives.
- Maintain high standards of customer service and ensure positive interactions throughout the service process.
- Authorize customer credits, back-charges, and other service-related adjustments as needed.

Cross-Functional Collaboration

- Partner with Quality, Manufacturing, Engineering, Purchasing, Shipping, Sales, Customer Service, and other departments to identify and resolve product and service issues.
- Participate in quality reviews, product improvement initiatives, and operational meetings.
- Ensure timely communication between departments to support customer commitments and service objectives.
- Maintain alignment with organizational goals and continuous improvement efforts.

Business & Administrative Management

- Track and analyze field service performance metrics, productivity, quality, and customer satisfaction.
- Develop and monitor systems for measuring technician and department performance.
- Assist with departmental budgeting and cost-control initiatives.
- Review operational expenses, including vehicle programs, fuel usage, phone expenses, and expense reports.
- Ensure compliance with company vehicle safety requirements and operational standards.
- Utilize business systems and software applications to improve departmental productivity and effectiveness.

Qualifications

- High school diploma or GED required; associate's or bachelor's degree preferred.
- Minimum of 5 years of customer service, service operations, or related experience.
- 3-5 years of leadership experience supervising field service, service operations, or related teams.
- Proven experience building, developing, and leading successful teams.
- Strong customer service, conflict resolution, and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience working with cross-functional business partners to drive solutions and process improvements.
- Strong organizational and analytical skills.
- Proficiency with Microsoft Office Suite, including Outlook, Excel, Word, and PowerPoint.
- Valid driver's license and ability to travel locally as needed.

What You'll Bring

- A passion for leading people and developing high-performing teams.
- A customer-first mindset with strong decision-making abilities.
- The ability to drive accountability while fostering a positive team culture.
- A continuous improvement mindset focused on operational excellence and service quality.
- Strong collaboration skills and the ability to build relationships across all levels of the organization.

MITER Brands is an equal opportunity employer and is committed to creating an inclusive workplace where all team members can thrive.

What We Offer

At MITER Brands, we invest in your health, wealth, and wellness. Our comprehensive benefits package supports you and your eligible spouse/dependents while helping you achieve your personal and professional goals.

We offer competitive pay, a 401(k) with company match, and generous paid time off to help you maintain a healthy work-life balance.

Health & Wellness

- Three comprehensive medical plan options
- Prescription drug coverage
- Dental insurance
- Vision insurance
- Teladoc virtual healthcare services
- Employee Assistance Program (EAP)
- Annual Wellness Clinic

Financial Protection

- Company-paid Life Insurance
- Voluntary Life Insurance
- Company-paid Short-Term Disability
- Company-paid Long-Term Disability
- Supplemental Hospital Indemnity Insurance
- Critical Illness Insurance
- Accident Insurance

Additional Benefits

- Paid Time Off (PTO) and paid holidays
- 401(k) retirement plan with company match
- Tuition Reimbursement Program
- Legal Insurance
- Identity Theft Protection
- Pet Insurance
- Team Member Discount Program

MITER Brands, including MI Windows and Doors, Milgard, and PGT Innovations, is an Equal Opportunity Employer. We are committed to fostering an inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, or any other protected status under applicable law.

Work Authorization and Sponsorship Disclosure:

The Company does not offer employer sponsorship at this time. Therefore, candidates must provide truthful and complete information regarding their eligibility to work in the U.S. and any current or future need for employment sponsorship. Misrepresentation regarding work authorization or sponsorship need at any stage of the hiring process will result in disqualification from consideration, rescission of an employment offer, or termination of employment.