At Lincoln Electric, we’re looking for a Service Supervisor to lead the planning, coordination, and execution of all our service activities. You will oversee a team of technicians and ensure we deliver timely, high-quality support for troubleshooting, warranty claims, preventive maintenance, and emergency response.
What You'll Do
- Lead forecasting, allocation, and scheduling of all service resources, including internal technicians.
- Develop and maintain detailed weekly schedules for the service department.
- Track and maintain resource history, experience, location, certifications, and equipment assignments.
- Respond to customer service requests, warranty claims, and equipment failures across all customer sites.
- Ensure 24/7 availability of the helpline for customer support.
- Meet with customers to discuss open-service issues and ensure timely resolution.
- Provide comprehensive service updates to internal and external stakeholders as needed.
- Supervise and support service technicians across controls, electrical, mechanical, and pipefitting disciplines.
- Support and monitor training, skill development, and technical growth of the service team.
- Conduct employee performance reviews and participate in career development planning.
- Assist with onboarding of new technicians, including site‑specific safety orientations.
- Collaborate with sales and estimating to resolve customer issues, support quote evaluations, and ensure accurate service scope definitions.
- Work with mechanical and controls engineers throughout all phases of service activities when technical support is required.
- Facilitate clear communication between engineering, project management, and field personnel.
- Ensure consistency in service RFQs, documentation, site reporting, and standard processes across all service work.
- Oversee service procedures and implement improvements to increase efficiency, response time, and customer satisfaction.
- Ensure all service work meets company and customer standards, quality expectations, and safety requirements.
- Maintain and improve department service dashboards and performance metrics.
- Ensure all service work orders, reports, and customer documentation are completed accurately and on time.
- Perform site manager duties as required to support field activities or customer emergencies.
- Support resolution of payroll discrepancies and administrative issues related to field staff.
- Develop and implement strategies to increase service group revenue through improved customer engagement, service offerings, and utilization.
- Identify opportunities for expanded service contracts, preventive maintenance programs, and aftermarket support.
What We're Looking For
- High School Diploma or equivalent.
- Minimum of 5 years of experience in a site and installation lead role.
- Minimum of 7–10 years of industry experience.
- Prior experience supervising service technicians or skilled trades personnel.
- Strong troubleshooting and problem‑solving abilities across mechanical, electrical, and controls systems.
- Experience managing service schedules, customer requests, and field resources.
- Excellent communication and customer‑facing skills.
- Experience leading on-site and off-site service personnel.
- Strong leadership, team coordination, and organizational skills.
- Ability to handle fast‑paced environments and emergency response situations.
- Knowledge of safety protocols, technician onboarding, and field service best practices.
- Ability to travel up to approximately 10%.
- Valid U.S. Passport and ability to travel to Canada.
Nice to Have
- Technical degree.
- Experience with Concur and ERP systems (Epicor preferred).
- Experience in Microsoft Office, notably Excel and Project.
Technical Stack
- Concur
- ERP systems (Epicor preferred)
- Microsoft Office (Excel, Project)
Team & Environment
You will oversee internal service technicians and work closely with engineering, project management, sales teams, and customers.
Work Mode
This role follows a hybrid work model and is based in Shelby.
Lincoln Electric is an Equal Opportunity Employer. We are committed to promoting equal employment opportunity for applicants, without regard to their race, color, national origin, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation), sexual orientation, gender identity, age, veteran status, disability, genetic information, and any other category protected by federal, state, or local law.
