Field Service Supervisor - Remote

About Oshkosh AeroTech, an Oshkosh company

Oshkosh AeroTech is a leading provider of aviation ground support products, gate equipment and airport services to commercial airlines, airports, air-freight carriers, ground handling and military customers. Oshkosh AeroTech offers products that make a difference in people’s lives by supporting those in our communities who do some of the toughest work. They own many of the most trusted brands in the air transportation industry, including LEKTRO®, JetAire®, JetPower®, AmpTekÔ, Jetway®, and more.

The Field Service Supervisor is a pivotal role within the customer support hierarchy, acting as a bridge between frontline customer service representatives and management. This individual is tasked with overseeing the daily operations of a customer service team, ensuring that each customer interaction adheres to the highest standards of quality and efficiency. With a blend of leadership skills and in-depth knowledge of company policies and GSE products, the Field Service Supervisor plays a crucial role in mentoring staff, optimizing customer satisfaction, and contributing to the overall success of the advocate department. Their position not only demands a keen eye for detail but also requires a proactive approach to problem-solving and the ability to inspire excellence within their team.

YOUR IMPACT

• Manage and lead a team of Field Service Technicians, providing training, and technical mentorship to ensure high-quality service for our GSE portfolio of products

• Scheduling and dispatching Field Service Technicians

•  Monitor team performance, set customer service metrics, and analyze data to inform service improvements

• Handle complex customer inquiries or complaints that have been escalated from frontline staff

• Develop and implement customer service policies and procedures to standardize and improve service delivery

• Collaborate with other departments to resolve customer issues and improve the overall customer experience

• Ensure Field Service Technician team has the necessary tools, resources, and information to effectively assist customers

• Provide regular feedback to team members, conducting performance evaluations, and managing team schedules

• Identify training needs and opportunities for skill development within the customer advocate team

• Participate in the recruitment and hiring process for new Field Service Technicians

• Keep abreast of new product launches, company policies, and industry trends to provide accurate information to customers

• Facilitate communication and fostering a positive work environment to maintain high employee morale and motivation

• Act as a customer advocate by providing feedback to the company on customer needs and experiences

• Other projects and responsibilities may be added at the company’s discretion

MINIMUM QUALIFICATIONS

• Bachelor’s Degree in a related field and six (6) or more years of relevant experience; OR an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role (No Degree equivalent: twelve (12) years; experience total)

• Ability to travel up to 25% of time

• Ability to work productively and cohesively in a diverse and multicultural environment

• Has technical knowledge of ground support equipment

STANDOUT QUALIFICATIONS

• Good interpersonal and listening skills

• Ability to read and apply engineering prints (parts and service manuals), hydraulic & electrical schematics

• Ability to apply a practical approach to solving concrete problems

• Proficient in all business products and offerings (Parts, Service and Programs)

WORKING CONDITIONS The following represents general working conditions for this office-based role. Specific conditions may vary depending on business needs and individual circumstances.

• This role is primarily performed in a professional office environment with standard lighting, ventilation, and temperature-controlled settings.

• Duties are largely sedentary, requiring extended periods of sitting and using a computer and telephone.

• Visual acuity to operate a computer and read documents is required, along with auditory ability to participate in virtual and in-person meetings.

• Occasional movement within the office environment is necessary, including walking short distances, standing, or reaching for files.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

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Pay Range:

The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.

Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at [email protected].

Oshkosh Corporation is a merit-based Equal Opportunity Employer. Job opportunities are open for application to all qualified individuals and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it will in no way affect the decision regarding an employment application.

Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.

Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.