Field Technician Supervisor

Department: Field: Install/Template

Reports To: Operations Manager

Location: Pittsburgh

GENERAL PURPOSE OF JOB

The Field Technician Supervisor is a working, hands-on field leader responsible for the day-to-day performance, training, safety, quality, and customer service of the Pittsburgh installation and template teams. This position works alongside employees in the field, regularly filling in on installation trucks and completing templates, service calls, or repairs when staffing needs, absences, workload, or business conditions require.

The supervisor leads by example, provides real-time coaching, and accompanies crews - particularly new employees and employees learning new responsibilities - to confirm that training is progressing, company procedures are being followed, and work is completed safely and to Classic Rock standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

- Serve as the working field supervisor for installation and template operations, maintaining a regular, visible presence at customer job sites.

- Perform all functions of an Installer, Lead Installer, Template Technician, and Service Technician as qualified and needed to support daily operations.

- Fill in on installation trucks and complete templates, service calls, and repairs during employee absences, vacancies, training periods, schedule changes, or periods of increased workload.

- Ride with and accompany installation and template employees, especially new hires, to observe performance, reinforce training, evaluate readiness, and provide immediate coaching and feedback.

- Provide structured, hands-on training in safe material handling, installation and template procedures, job-site preparation, customer communication, quality expectations, vehicle operation, and required documentation.

- Coordinate with the Operations Manager and Scheduling team to assign crews, address call-offs and coverage needs, resolve field issues, and support the timely completion of scheduled work.

- Coordinate with subcontractors and trade partners to confirm jobs are organized, ready, and properly prepared before installation or template work begins, including access, site conditions, required materials, measurements, schedules, and customer expectations.

- Serve as the primary field resource for installation, template, service, customer, subcontractor, and trade partner concerns, escalating significant issues to the Operations Manager as appropriate.

- Address and help resolve job-site issues related to subcontractor work, preparation, scheduling, communication, damage, safety concerns, or incomplete conditions; document concerns and escalate unresolved or significant issues to the Operations Manager as appropriate.

- Inspect completed work and evaluate workmanship, productivity, professionalism, and adherence to company standards; identify deficiencies and ensure timely corrective action.

- Communicate clearly with customers, employees, subcontractors, trade partners, managers, and other departments regarding job status, delays, site conditions, measurements, damage, quality concerns, resource needs, and recommended solutions.

- Lead by example and provide ongoing coaching, counseling, goal setting, performance feedback, and input for employee evaluations and disciplinary decisions.

- Conduct and participate in weekly installation meetings, safety discussions, training sessions, and other departmental meetings as required.

- Promote and enforce compliance with OSHA requirements, company safety policies, safe lifting and material-handling practices, personal protective equipment requirements, and vehicle safety standards.

- Immediately address unsafe acts or conditions, participate in incident reviews, and assist with corrective actions and retraining.

- Monitor tools, equipment, vehicles, and installation supplies; maintain appropriate inventory and request replenishment or repairs through the appropriate department.

- Review field procedures and workflows and recommend practical improvements that strengthen safety, quality, efficiency, scheduling, customer service, and employee development.

- Support employee engagement, cross-training, and career development while building a productive, respectful, and accountable team culture.

- Follow and uphold all company policies and procedures and perform other duties as assigned to support the company's vision, mission, and operational needs.

MEASUREMENT AND KEY PERFORMANCE INDICATORS

- Maintain a high level of customer satisfaction and timely resolution of field-related concerns.

- Meet company expectations for installation and template quality, rework, damage prevention, safety, and on-time completion.

- Maintain installer turnover below 20% and support successful onboarding, training, and retention of field employees.

- Improve crew productivity and scheduling efficiency while managing overtime and field labor costs responsibly.

- Demonstrate consistent field presence, timely follow-through, effective communication, and accountability for team performance.

Qualifications

EDUCATION/EXPERIENCE

- Strong leadership, coaching, decision-making, organizational, and problem-solving skills.

- Ability to balance supervisory responsibilities with regular hands-on fieldwork and to adjust quickly when operational needs change.

- Ability to communicate workflow constraints, resource needs, performance expectations, and solutions clearly and professionally.

- Ability to interact effectively with customers, employees, managers, trade partners, and other departments.

- Ability to read and interpret measurements, drawings, work orders, and installation documentation and to perform basic calculations using whole numbers, fractions, and decimals.

KNOWLEDGE, SKILLS, AND ABILITIES

Must have the ability to effectively communicate bottlenecks, workflow, resource needs and organizational needs. Ability to speak effectively with customers and employees of the organization.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Work is performed primarily at residential and commercial job sites and may include exposure to construction conditions, dust, noise, uneven surfaces, stairs, tight spaces, and varying indoor and outdoor temperatures and weather conditions. Limited work is performed in an office or design center environment.

This is a physically demanding, field-based position. The employee must be able to perform the essential physical functions of countertop installation and templating, including frequently standing, walking, bending, kneeling, reaching, climbing stairs, using hand and power tools, and lifting, carrying, maneuvering, and installing countertop materials and related products weighing in excess of 100 pounds with appropriate team assistance and equipment. The employee must also be able to drive company vehicles for extended periods between job sites.

ADDITIONAL INFORMATION

- Must maintain a valid driver's license, an acceptable driving record, and a current DOT medical card when required for assigned vehicles.

- Must be available to work extended weekdays and occasional weekends as business needs require.

- Approximately 90% of the position is field-based and 10% is office-based; actual time may vary according to staffing, training, scheduling, and operational needs.

- The office portion of the role includes reviewing schedules and reports, documenting performance and training, coordinating with other departments, and improving processes and efficiency.

- The duties and requirements listed are representative and are not intended to be an exhaustive list of all responsibilities or qualifications.