Field Service Supervisor

What We Need

We are looking for a Field Service Supervisor to join our Engraving Solutions business located in Duluth, GA. The role will manage field operations, parts ordering, dispatching, and administrative tasks, while supervising the Field Service Team. The Supervisor will work under the guidance of the Service Manager and use independent judgment to meet objectives and deliver best‑in‑class service. This is an on‑site role in the Duluth, GA office.

• Operational Oversight – Manage all customer service activities for the Field Services Team, ensuring every follow‑up is handled promptly and within department protocols.
• Logistics Coordination – Orchestrate the team's itinerary by allocating service requests, balancing workloads, and staying flexible as personnel availability changes.
• Data Management – Utilize the CRM to keep precise records and evaluate overall team performance.
• Customer Advocacy – Ensure high satisfaction through professional communication, acting as an escalation point for difficult issues and collaborating with leadership for resolutions.
• Continuous Improvement – Regularly evaluate field support processes to identify and implement meaningful improvements.
• Team Development – Monitor staff performance by setting clear goals and providing mentorship and constructive feedback for professional growth.

• Associate degree, equivalent technical school education, or comparable work experience.
• Five years minimum experience in a customer service or technical support role supporting users via phone, email, chat, and in‑person, with at least one year of escalation contact experience preferred.
• Ability to lead a team toward high service standards while consistently meeting internal metrics.
• Excellent critical thinking, organizational, research, and multitasking skills.
• Strong knowledge of Salesforce or similar operating systems, plus understanding of databases, networking databases and other technical components.
• Ability to support travel including overnight stays when needed (~20%); valid driver’s license required.

• Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision.
• Generous 401(k) with company match.
• Paid time off and holidays.
• Opportunity to participate in incentive programs for all full‑time employees.
• Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance.
• Education reimbursement opportunities.
• Scholarship program for children of Brady employees.
• A variety of Employee Resource Groups for networking, development, and volunteer opportunities.
• Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management).
• Dress‑for‑your‑day dress code.
• Charitable contributions matched through Brady's Matching Gift program.