Remote Services Supervisor
Reports to: Operations Manager / General Manager
Direct Reports: Field Technicians (Remote & Site-Based)
Supported by: Admin (Onboarding, Flights, Accommodation)
Role Overview
The Remote Services Supervisor oversees daily operations and performance of field technicians working on remote and client sites. This role ensures safety compliance, field readiness, job quality, and client communication — while delegating travel, accommodation, and onboarding logistics to the workshop-based admin.
Key Responsibilities
Field Team Supervision
– Lead and support field service technicians across multiple remote sites.
– Ensure daily job allocation, resourcing, and safety compliance.
– Confirm field teams have the right parts, tools, and documentation.
– Track job progress and address issues or escalations promptly.
– Review technician performance and drive accountability.
– Ensure roster if covered and communicated.
Client & Site Liaison
– Act as a contact for site managers and clients.
– Provide regular updates on technician ETAs, job progress, and changes.
– Respond to breakdowns, delays, or complaints and implement solutions.
– Represent the business professionally to build trust and repeat work.
Coordination Oversight
– Ensure the workshop admin has the information needed to:
– Book flights and accommodation.
– Prepare and dispatch job packs, SWMS, and permits.
– Arrange remote toolkits and service parts.
– Confirm logistics are in place before dispatch and verify post-job documentation is returned.
Safety & Compliance
– Conduct toolbox talks, spot checks, and field safety audits.
– Ensure technicians follow site access protocols, PPE, and SWMS.
– Collaborate with HSE team on incidents or corrective actions.
Reporting & Admin
– Ensure service orders, photos, reports, and timesheets are submitted.
– Follow up on missing paperwork or rework items.
– Support prompt invoicing by reviewing and submitting completed job packs.
– Maintain accurate job status in internal systems Fullbay and 365 share drive.
Growth & Resource Planning
– Track remote job volumes and forecast resource needs.
– Identify high-potential clients for service expansion.
– Work with sales/admin teams to support pricing, proposals, and reports.
– Develop field-ready packs and contribute to technician onboarding.
Success Indicators
– High field utilisation and job completion rates.
– Low rework or delay incidents.
– Positive client feedback on communication and service.
– Accurate and timely reporting and invoicing.
– Strong collaboration with workshop, admin, and HSE teams.
Key Weekly / Monthly Duties
Weekly:
– Review field performance and safety compliance.
– Align with workshop manager on shared resources.
– Meet with admin to review upcoming jobs and logistics.
Monthly:
– Conduct safety audits or site visits.
– Review customer feedback and job outcomes.
– Update field readiness plans and job templates.
– Meet with sales/admin for service expansion opportunities.
