Position Summary

The Tech Service Supervisor is responsible for overseeing the daily activities, performance, and development of Technical Services within the Finishing, Dispensing & Filtration (FDF) Segment. This position ensures efficient Technical  Services as outlined  in the Technical Scope below  while maintaining high standards of safety, quality, productivity, and customer satisfaction. The supervisor provides hands-on technical leadership, coordinates service activities, supports technician training, and collaborates with Operations, Sales, Engineering, and Service Support teams.

Position Responsibilities

• Supervise, coach, mentor, and support service technicians to ensure safe, efficient, high-quality service delivery.
• Oversee daily field service operations, including installations, preventive maintenance, troubleshooting, repairs, and emergency requests.
• Provide technical guidance and hands-on support for industrial finishing, paint application, dispensing, filtration, and related systems.
• Coordinate with Service Support and Operations teams on technician scheduling, assignments, and resource allocation.
• Monitor technician productivity, labor utilization, service quality, and work order completion.
• Ensure timely, accurate service reports, work orders, labor hours, and other documentation.
• Promote compliance with OTC safety policies, OSHA requirements, customer site rules, and safe work practices.
• Identify technician training needs and coordinate technical development, certifications, and cross-training.
• Support onboarding and training of new technicians on company procedures, equipment, customer expectations, and safety.
• Resolve escalated technical issues, service challenges, and customer concerns promptly and professionally.
• Collaborate with Sales, Engineering, Operations, and Service Management on complex projects and customer opportunities.
• Follow up with customers regarding completed work, equipment performance, and satisfaction.
• Support service agreements, preventive maintenance programs, and customer commitments.
• Monitor service equipment, tools, vehicles, and materials to ensure technician readiness.
• Improve service processes, reduce downtime, increase first-time fix rates, and strengthen customer satisfaction.
• Assist with performance evaluations, coaching, corrective action recommendations, and development in partnership with management and HR.
• Review service metrics and report technician performance, customer concerns, and improvement opportunities.
• Ensure service activities meet quality standards, customer requirements, and company expectations.
• Demonstrate OTC values: Integrity, Achievement, Expertise, Partnership, Investment, and Balance.
• Travel to customer facilities and OTC locations as business needs require.
• Perform other duties as assigned.

Technical Scope – Industrial Finishing and Paint Booth Systems

• Lead or coordinate baseline performance assessments of prime and hardcoat paint booths, prioritizing documented operating issues and customer requirements.
• Oversee measurement and evaluation of downdraft and crossdraft airflow, booth pressurization, and airflow distribution using appropriate test methods and measurement grids.
• Assess dry scrubber performance, pressure differential, impaction, and air/solid separation effectiveness where applicable.
• Review air supply house (ASH) variable-frequency drive (VFD) readings, supply-air damper positions, filter-bank pressure drops, and related operating data.
• Verify booth temperatures, relative humidity, supply plenum filtration, perforated plate positions, exhaust fan airflow, and static pressures.
• Coordinate oven airflow and heat-distribution balancing, including supply-air temperatures and volumes, air changes by zone, and longitudinal air velocity at entrances, exits, and interior points.
• Inspect supply and exhaust fan speeds, damper positions, and air-seal operation where applicable.
• Review available system design drawings, airflow diagrams, equipment data, and commissioning/startup records to identify performance gaps and corrective actions.
• Ensure technicians use suitable, calibrated diagnostic instruments, such as pitot tubes, airflow meters, pressure gauges, and tachometers/strobes, as appropriate to the assignment.
• Document test results, explain findings to customers, and coordinate recommendations, follow-up service, and corrective work with the appropriate technical and operations teams.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree in a technical discipline, Engineering, Business, or related field preferred.
• Minimum 4 years of industrial equipment service, maintenance, field service, or related technical experience.
• Previous supervisory, team lead, or service management experience preferred.
• Experience with industrial finishing systems, paint application equipment, dispensing technologies, filtration systems, or related equipment preferred.
• Strong mechanical, electrical, pneumatic, and troubleshooting skills.
• Demonstrated ability to lead, coach, train, and develop technical employees.
• Ability to interpret technical manuals, specifications, schematics, and service documentation.
• Strong organizational, communication, customer service, and problem-solving skills.
• Ability to manage competing service priorities and deadlines.
• Working knowledge of OSHA standards and customer-specific safety procedures.
• Proficiency with Microsoft Office and service management, ERP, CRM, or work order systems.
• Ability to work independently and collaborate across functions.
• Valid driver's license and ability to meet applicable company driving requirements.
• Ability to satisfy applicable employment screening requirements consistent with company policy and law.
• Willingness and ability to travel as required.
• Knowledge of industrial paint booth airflow, ventilation, filtration, oven balancing, and diagnostic measurement methods preferred.

Key Performance Expectations

• Technician productivity, utilization, and work order completion.
• Service quality, first-time fix rates, and reduction in repeat calls.
• Customer satisfaction and timely issue resolution.
• Safety compliance and adherence to service procedures.
• Technician training, development, performance, and retention.
• Accuracy and timeliness of service documentation.
• Effective scheduling, resource utilization, and operational efficiency.
• Cross-functional collaboration to support FDF business objectives.