Field Service Operations Supervisor (Onsite – Irvine, CA) at Quest International – Irvine, California

• 3+ years supervising field service dispatch or service coordination teams

• Direct, hands-on ownership of technician scheduling and dispatch execution

• Experience managing SLA/KPI-driven service performance

• Proven escalation handling under time-sensitive service environments

• Experience using ticketing systems, scheduling tools, or CRM platforms to run daily operations

• Must currently reside in Orange County, CA

• Must be able to work onsite in Irvine, Monday–Friday, 8:00 AM – 5:00 PM

If your experience is primarily IT helpdesk leadership without field dispatch ownership, this role will not be a fit.

Quest International Inc., headquartered in Irvine, California, has delivered field service, technical support, and equipment repair solutions for over 40 years. We support healthcare organizations, OEM partners, and enterprise clients operating in mission-critical environments where uptime, responsiveness, and operational discipline matter.

We hire professionals who take ownership of outcomes — not just tasks.

The Field Service Operations Supervisor is responsible for running daily Field Service and Call Desk operations in Irvine. This role owns technician scheduling, dispatch execution, service escalations, and SLA/KPI performance tracking.

This is not a general customer service supervisor role. This is a field-service operations leadership position with direct accountability for service performance, technician utilization, and operational flow.

You will be the escalation point when service breaks down. You will balance workloads in real time. You will track measurable performance standards. You will coach and hold teams accountable.

• Oversee daily Field Service and Call Desk operations with full ownership of outcomes

• Manage technician scheduling, dispatching, and real-time workload balancing

• Serve as the escalation point for service delays, failures, and customer concerns

• Monitor SLA compliance, response times, and technician utilization metrics

• Lead and coach dispatch/service coordination team members

• Enforce documentation standards and service order accuracy

• Support onboarding and performance improvement when needed

• Coordinate urgent or after-hours coverage as required

• Partner with Operations, Logistics, and Technical teams to eliminate service bottlenecks

• You have personally owned dispatch boards and scheduling decisions

• You are comfortable making real-time operational calls under pressure

• You understand how missed SLAs impact revenue and client trust

• You have managed structured service teams with measurable KPI accountability

• You hold people accountable professionally and directly

• Your background is primarily IT helpdesk or service desk leadership without technician dispatch ownership

• Your experience is call center management without field service scheduling

• You have not directly supervised service operations teams

• You have not owned SLA or KPI performance metrics

• Medical device, A/V, electro-mechanical, or technical service environments

• SLA-driven service teams with measurable performance tracking

• Strong Excel reporting and operational analysis skills

• Workforce management or field service management systems

Onsite – Irvine, California
Monday–Friday, 8:00 AM – 5:00 PM
Light local travel may be required

Orange County residency required.

Hourly Pay Range: $35.10 – $43.27 per hour
Pay Type: Hourly, Non-Exempt
Employment Status: Full-Time, Temp-to-Hire

Compensation is based on experience, skills, and job-related qualifications, in compliance with California pay transparency requirements.