Field Service Supervisor – Dispatch & Service Operations at Quest International – Irvine, California

MUST MEET THESE REQUIREMENTS BEFORE APPLYING

• 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 in 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 technician dispatch ownership, this role will not be a fit.

ABOUT THE ROLE

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. It is a field-service operations leadership position with direct accountability for service performance, technician utilization, and operational flow.

You will serve as the escalation point when service disruptions occur, balance workloads in real time, track measurable performance standards, and coach dispatch teams to maintain operational performance.

KEY RESPONSIBILITIES

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

WHAT MAKES SOMEONE SUCCESSFUL HERE

• Direct ownership of dispatch boards and technician scheduling decisions
• Comfort making real-time operational decisions under pressure
• Strong understanding of how missed SLAs impact revenue and client relationships
• Experience managing structured service teams with measurable KPI accountability
• Ability to hold teams accountable professionally and directly

NOT A FIT IF

• 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

PREFERRED EXPERIENCE

• 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

LOCATION & SCHEDULE

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

Orange County residency required.

COMPENSATION (California Pay Transparency)

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.