Service Desk Supervisor - Field Operations

Description

Black Equipment Company is seeking a motivated, organized, and detail-oriented Service Desk Supervisor - Field Operations to join our team. This role is ideal for a highly organized multitasker who thrives in a fast-paced environment and can effectively manage multiple priorities. The right candidate will be a strong communicator, proactive problem solver, and team player dedicated to maintaining smooth daily operations and delivering exceptional customer service. We need an administrative lead who has supervised tradespeople, not just supported them. 

Growing Company, Great Opportunities, and Inclusive Culture

Black Equipment has seen substantial growth, increasing its employee count by over 30%. We are an authorized Hyster and Yale dealer, have earned numerous “Dealer of Excellence” awards and recognized as one of the top suppliers in the markets we serve. We are dedicated to making sure our employees work in a safe and encouraging environment.

Position Overview

As a Service Desk Supervisor - Field Operations, you will run the field operations by handling and managing work orders, scheduling, time keeping, vendor and customer follow up. You will ensure jobs are completed efficiently, accurately, and to the highest standard while supporting both the service team and our valued customers.

Key Responsibilities

• Coordinate, schedule, and dispatch daily work assignments for technicians, ensuring they have the tools, parts, and time necessary to complete each job efficiently
• Communicate clearly and professionally with technicians, team members, and customers to maintain a smooth workflow
• Create and manage customer quotes based on service and repair needs
• Ensure all documentation related to service (internal and customer-facing) is accurate, complete, and properly processed
• Maintain and manage repair orders and quotes, ensuring they are opened and closed in a timely manner
• Communicate recommended service work to customers and identify opportunities for additional services or preventive maintenance
• Obtain purchase orders or written authorization prior to performing service work
• Provide administrative support to the service department, including answering phones and assisting customers
• Maintain a clean, organized, and professional office environment
• Collaborate with team members to continuously improve processes and customer experience
• Perform other duties as assigned by management

Benefits and Compensation

Black Equipment Company offers a competitive compensation and benefits package for full-time employees, including:

• Pay: $20-25 / hour based on experience
• Health, Dental, Vision, and Prescription Drug coverage
• Flexible Benefits Plan
• 401(k) with company participation
• Life and Disability Insurance
• Paid Holidays
• Paid Time Off
• Weekly Pay

Schedule

Full time

Monday - Friday

7am - 4pm

Requirements

Qualifications & Requirements

• 3-5 years of accounting or similar experience
• Proven experience supervising hourly shop or field trades (mechanics, welders, technicians, or equivalent trades)
• Comfortable handling scheduling, work orders, invoices, timekeeping, and direct supervision
• Strong organizational skills with the ability to manage multiple tasks and priorities simultaneously
• Excellent verbal and written communication skills
• High level of computer proficiency, including experience with Microsoft Excel and Outlook
• Prior experience in dispatching, quoting, invoicing, or service coordination preferred
• Ability to work both independently and as part of a team
• Mechanical aptitude or 2–3 years of service writing experience is a plus, but not required