Area Service Supervisor

The Area Service Supervisor is responsible for the day-to-day management and execution of Building Automation System (BAS) service activities within an assigned geographic area. This position serves as the primary link between our customers and our technical service team, ensuring service requests are responded to promptly, technicians are effectively scheduled and supported, and customers receive consistent, professional communication.

The Area Service Supervisor oversees Time & Material (T&M) service calls, Service Agreement visits, emergency customer requests, technician scheduling, and overall service coordination. Senior Service Technicians within the assigned area report directly to the Area Service Supervisor.

Success in this role requires strong customer service, organization, technical understanding of building automation systems, and the ability to effectively manage multiple technicians, customers, and priorities simultaneously.

Job Duties & Responsibilities

Service Operations & Scheduling

• Manage T&M requests, Service Agreement visits, preventative maintenance, and emergency service calls from scheduling through completion.
• Schedule and dispatch technicians based on workload, location, technical capabilities, and customer priorities.
• Monitor open service tickets and coordinate follow-up visits, materials, or additional technical resources as needed.
• Maintain visibility into technician schedules, availability, workload, and service commitments.
• Ensure scheduled and contractual service obligations are completed on time.

Team Supervision

• Provide day-to-day leadership and supervision to Service Technicians.
• Review and approve technician timecards, labor entries, and service documentation.
• Ensure technicians accurately document work performed, findings, recommendations, and outstanding items.
• Support technical escalations and coordinate additional resources when necessary.
• Promote accountability for responsiveness, productivity, professionalism, and quality.
• Identify training needs and opportunities for technician development.

Customer Service

• Serve as a primary service point of contact for customers within the assigned area.
• Provide timely updates regarding scheduling, service progress, outstanding issues, and emergency requests.
• Respond to customer concerns and escalations professionally and promptly.
• Maintain strong relationships with customer representatives and follow up on significant service issues through resolution.
• Communicate customer and site-specific requirements to technicians.

Service & Administrative Oversight

• Ensure Service Agreement visits meet contractual requirements and provide meaningful value to customers.
• Identify recurring system issues, equipment concerns, and potential service or improvement opportunities.
• Ensure service tickets contain sufficient documentation for customer records, invoicing, and timely closure.
• Coordinate with Service Administration, Sales, Engineering, Projects, Accounting, and other departments as needed.
• Assist with workload forecasting, staffing needs, and service backlog management.
• Other duties as assigned by supervisor.

Skills & Qualifications

• 5+ years of experience in Building Automation Systems, HVAC Controls, HVAC Service, or a related technical service environment preferred.
• Previous experience leading or coordinating field service technicians strongly preferred.
• Working knowledge of BAS/DDC systems, HVAC equipment, controls troubleshooting, networking, and building systems.
• Experience with platforms such as Tridium Niagara, Johnson Controls Metasys, Siemens, BACnet, or similar BAS technologies preferred.
• Strong scheduling, organizational, and prioritization skills.
• Strong customer communication and relationship-management skills.
• Ability to manage multiple active service requests and changing priorities.
• Ability to communicate effectively with both technical personnel and non-technical customer representatives.
• Experience reviewing technician labor, service tickets, and timecards.
• Valid driver's license and ability to travel throughout the assigned service area.

Essential Functions

• Be able to lift and carry up to 25lbs
• Maintain confidentiality with employee records

Employee Benefits

• Medical
• Dental
• Vision
• FSA
• 401k w/ company match
• Paid Vacation/Sick/Holiday