Site Supervisor

Description

The Site Supervisor is responsible for overseeing daily site operations, directing personnel, managing service requests, and ensuring work is completed safely, efficiently, and to established quality standards. The Site Supervisor serves as the primary link between technicians, management, customers, and other stakeholders, ensuring priorities are understood, resources are available, and operational issues are addressed promptly.

Core Responsibilities

· Lead and coordinate the daily activities of technicians and on-site personnel.

· Review incoming tickets, work orders, maintenance schedules, and operational priorities; assign work based on urgency, workload, skill level, and customer impact.

· Monitor ticket progress, technician productivity, work quality, and response times throughout the day.

· Provide technical guidance, coaching, and support to technicians when issues require additional experience or coordination.

· Conduct routine site walkthroughs to identify safety hazards, equipment deficiencies, housekeeping concerns, and service issues.

· Ensure personnel comply with safety procedures, site requirements, technical standards, and organizational policies.

· Resolve or escalate customer concerns, recurring equipment failures, staffing issues, and operational disruptions.

· Review completed tickets for accuracy, completeness, and proper documentation before final closure when required.

· Coordinate parts, materials, vendor support, customer access, and scheduling requirements needed to complete work.

· Maintain communication with management by providing timely updates on site status, staffing, risks, significant outages, and resource needs.

· Track open, overdue, recurring, and high-priority tickets and develop a plan to prevent unnecessary backlog.

· Complete supervisory documentation, including daily reports, inspections, attendance records, incident reports, and performance notes as required.

Daily Duties and Expected Deliverables

Start of Shift

· Review open tickets, new requests, preventive-maintenance requirements, overdue work, and any issues carried over from the prior shift.

· Conduct a short team briefing to communicate priorities, safety reminders, staffing updates, and customer or site concerns.

· Assign tickets and tasks to technicians based on priority, complexity, location, and workload.

· Confirm technicians have the tools, parts, access, and information needed to complete their assignments.

· Identify any urgent operational, safety, or staffing issues and notify management as appropriate.

During the Shift

· Monitor ticket status and technician workload; rebalance assignments as priorities change.

· Conduct site inspections and spot checks to verify safe work practices, quality standards, and proper documentation.

· Assist with escalated technical issues, complex troubleshooting, customer concerns, and urgent repairs.

· Follow up on tickets pending parts, vendor service, customer access, or additional approval.

· Maintain communication with customers and management regarding significant delays, outages, and expected completion times.

· Address performance, attendance, conduct, or safety concerns promptly and document them in accordance with organizational procedures.

· Ensure all work is properly documented before tickets are closed.

End of Shift

· Review completed, open, and overdue tickets with the team.

· Ensure unresolved work has an assigned owner, updated status, documented next step, and clear priority for follow-up.

· Submit a daily site status report that identifies completed work, key issues, equipment outages, risks, staffing concerns, and next-day priorities.

· Verify technicians have completed required timesheets, service documentation, inspection forms, and incident reports.

· Secure the site, tools, equipment, materials, and sensitive work areas as applicable.

· Provide a clear turnover to the next shift, supervisor, or manager when required.

Requirements

Ticket Completion Expectations

A Site Supervisor’s primary responsibility is to ensure the team completes tickets effectively; however, the Supervisor should also remain capable of completing tickets directly when workload, staffing, or urgent operational needs require it.

Supervisor Workload: Suggested Daily Expectation

Primarily supervisory duties, full staffing: 1–3 direct tickets per day

Mixed supervisory and hands-on technical support: 3–5 direct tickets per day

Staffing shortage, emergency response, or high-demand period: 5–8 direct tickets per day, as operationally necessary

Team oversight responsibility : Ensure team ticket completion meets established daily targets and backlog standards

Recommended performance standard:

The Site Supervisor should ensure that team ticket assignments are prioritized, monitored, documented, and resolved within established service-level expectations. When performing hands-on work, the Site Supervisor should normally complete 1 to 3 routine tickets per day while maintaining responsibility for team coordination, quality control, safety oversight, customer communication, and escalation management. Higher ticket volume may be appropriate when staffing or operational demands require direct support.

Suggested Supervisor Performance Measures

· Percentage of tickets completed within required response and resolution times.

· Number of overdue, reopened, or recurring tickets.

· Accuracy and completeness of ticket documentation.

· Timely escalation and resolution of significant operational issues.

· Compliance with safety requirements and completion of site inspections.

· Technician attendance, productivity, training, and quality of work.

· Customer satisfaction and communication quality.

· Maintenance of a manageable ticket backlog and clear follow-up plan for outstanding work.

CompQsoft provides equal opportunity in all aspects of employment and in the working environment to all employees and applicants. CompQsoft does not take any non-merit factors like race, color, religion, sex (gender), mental/physical disability, and age into account for purposes of recruitment, hiring and development