Job Description

Position:

Field Service Supervisor

Objective

The Field Service Supervisor plays a critical role in ensuring exceptional customer experience during and after cabinet installations. This position is responsible for on-site diagnosis of technical issues, coordinating timely resolutions, and maintaining strong relationships with customers, installers, and internal teams. The ideal candidate is proactive, customer focused and committed to driving continuous improvement in the field.

Relationships:

Reports to:

GM

Direct Reports:

Installers and Service Technicians

Internal:

Installers, Shared Operations, Sales, and Warehouse Departments

External:

Customers and Vendors

Key Position Responsibilities

Customer Support & Field Service Excellence. + Conduct on-site assessments to identify, troubleshoot, and resolve installation-related issues efficiently and professionally.
+ Act as the primary point of contact for customers during post-installation service, ensuring clear communication and a positive experience.
+ Document all service activities, issue resolutions, and customer interactions using internal systems.
+ Prepare detailed reports to track service trends and ensure accountability.
+ Participate in regular staff and subcontractor meetings to discuss field updates and align on service goals.
+ Promote customer engagement by encouraging survey completion and gathering feedback.
+ Support installer recruitment, onboarding, and ranking processes.
Continuous improvement + Promote a culture of continuous improvement.
+ Present ideas for improving customer care.
+ Collaborate with customers, Design Consultants, Installers, and Vendors to identify opportunities to enhance service quality.
+ Participate in installation meetings and sales meetings.
+ Provide feedback from field insights to help strengthen internal processes, training, and customer satisfaction initiatives.
+ Grow and develop the installation team
+ Ensure the best field practices are being utilized and are as per the GM's and customer expectations.

KPIs:

Improve completion days and trips Improve store warranty costs. Improve installation quality Improve Days in Inventory

We have:

Training, development & career progression Competitive benefits plan Employee Assistance Program RRSP matching program Employee discounts An inclusive company culture Discounted Corporate Leisure Card Program

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