Field Service Supervisor

Chicago, IL
Full Time
Field Operations
Manager/Supervisor
At Luminator Technology Group, we believe we are Better Together. We always put the Customer First, focus on achieving Results, strive to Be the Best, and foster a culture of Respect & Trust.
 
Join Luminator as a Supervisor, Field Service, where you will lead high-performing teams responsible for maintaining and supporting innovative technology solutions at customer sites. In this leadership role, you will recruit, mentor, and develop Field Service Technicians while driving operational excellence, customer satisfaction, and service performance.

Success in this position requires strong leadership, exceptional communication skills, and the ability to manage multiple priorities in a customer-focused environment. You will act as the primary liaison between Luminator, our customers, and service teams, ensuring contractual commitments are met and service objectives are delivered efficiently and cost-effectively.

Additionally, you will serve as the local technical expert for Luminator products and installation practices, providing guidance, troubleshooting support, and continuous improvement recommendations that help our customers maximize the value of their investment.

What You’ll Do
  • Serve as an Ambassador for Luminator.
  • Manage day-to-day activities of the Site Field Services team to ensure achievement of customer satisfaction while meeting quality, safety, and budgetary goals.
  • Receive and prioritize service requests from customers and internal teams, assessing the urgency and nature of service requests and assigning them to field service technicians accordingly.
  • Ensure that all service requests are logged accurately in the company's system.
  • Manage the timecard review and signoff for all technicians.
  • Hire, train, coach, and counsel team members to achieve performance objectives.
  • Conduct regular staff meetings.
  • Serve as primary organizational contact responsible for coordinating contractual compliance efforts across internal teams and business units to ensure adequate resources are available for issue resolution.
  • Serve as the customer’s product subject matter expert, as well as oversee deployment, monitoring, maintenance, development, upgrade, and support of all products, systems, services, and peripherals.
  • Serve as the company’s liaison with customer, assuring the customer receives Luminator’s superior customer experience
  • Create and distribute reports identifying any correspondence that the customer has communicated, and any item/items the customer has identified as outstanding.
  • Independently identify and define non-compliant items, collect accurate and relevant data, establish factual basis of data, and identify possible solutions and recommendations to a wide array of projects and opportunities.
  • Support the communications, oversight, and management of all out of service events directly through Technical Support (TS) using corporate standard processes and procedures.
  • Enforce Luminator policies and manage the processes being performed by all technicians supporting the site.
  • Perform all other duties as assigned by management in a professional and efficient manner.

Education:  High school diploma or equivalent required; Bachelor’s degree preferred.

Experience: Minimum of 8 years related experience in a customer facing role working to ensure product deliverables are working as designed (fixing identified problems to include product and/or technical problems); management/leadership experience strongly preferred.

Other Requirements:
  • Clean DMV record and valid Driver License.
  • OSHA training preferred.
  • Strong business acumen.
  • Exceptional organization, time management and strategic planning skills.
  • Driven, self-starter with a sense of urgency and customer focus.
  • Proven record providing and managing a superior customer service experience.
  • Ability to Multi-task, meet deadlines, adjust to changing priorities, and at times work under pressure.
  • Ability to exercise discretion and independent judgment while overseeing the field service work and their successful completion of work orders as they relate to troubleshooting down or underperforming systems.
  • Persuasive communicator with strong oral and written skills.
  • Excellent time management skills and ability to manage multiple projects simultaneously.
  • Ability to accurately read, analyze, interpret, and apply management and corporate direction using general business concepts and methodologies.
 
Certificates & Licenses:  N/A
Computer Skills: Technical and business knowledge to include financial modeling and analysis using Microsoft Excel; proficiency with other Microsoft Office applications is also required, including but not limited to Word, Teams and PowerPoint.

This position requires U.S. Citizenship and is not eligible for visa sponsorship now or in the future.

Why You’ll Love Working at Luminator:
Competitive compensation with career growth potential.
Generous time off: Vacation, Wellness, and Floating days
Educational Assistance Program: Robust reimbursement program for professional growth.
Health and wellness: Medical, dental, and vision coverage
 Generous 401k match program
Benefits Effective on Day One!
Find out more about us by visiting our  Life@Luminator page!

 

It is the policy of Luminator to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Luminator prohibits any such discrimination or harassment.

The above described responsibilities and requirements are a general guide for the role you are applying for and are not all inclusive of the job requirements.

Luminator Technology Group does not accept staffing agency candidates for our postings.

All positions posted are required to be in office unless otherwise posted.

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