Field Service Supervisor
NextGen Security, LLC
Location: Houston, TX
Industries: Security and Surveillance
Job Type: Full Time
Years of Experience: 5-10+ in the Security Industry
Career Level: Supervisor
Exemption Status: Non-Exempt
We are seeking a Field Service Supervisor with strong electronic security experience to join our fast-growing and dynamic team. This position works directly with the Service Manager, Service Coordinators, Service Technicians, and customers to solve complex issues and provide hands-on leadership in the field.
This role serves as a hands-on field leader and primary technical escalation point for service operations and is critical to maintaining high service quality and customer satisfaction across the Houston market.
What you'll be doing:
This position plays a key role in field execution, technician leadership, and service quality, including:
- attending customer onsite meetings, assisting with resource scheduling, training entry level resources, onsite technician support, service incident quality control, and most importantly, representing NextGen Security as a valuable point of contact for our valued customers. Local travel may be required for this position.
- Lead and support high-end and complex service calls, including troubleshooting integrated security systems in live customer environments
- Conduct ride-alongs with technicians to provide coaching, hands-on training, and quality assurance
- Own and enforce field service quality standards to ensure consistent, professional execution across all jobs
- Serve as the primary escalation point for difficult technical issues and customer concerns
- Supervise, coach, and support field technicians, including time review, performance feedback, and day-to-day field coordination
- Support scheduling and resource coordination to ensure efficient technician utilization and response times
- Manage and support technician on-call rotations and after-hours coverage
- Oversee transition of systems from installation to service to ensure clean handoffs and ongoing support success
- Safely operate a company vehicle
- Identify and help drive preventative maintenance and service opportunity growth with existing customers
- Support accurate billing, job documentation, and service-related project tracking
- Attend customer meetings and represent NextGen as a knowledgeable and responsive field leader
- Support improvements in service response time, first-time fix rate, and overall customer satisfaction
What you bring to the table:
5-10 years of experience in the field in the security industry
Experience and/or certifications in Lenel, CCURE, Genetec (Access & Video), and Avigilon strongly preferred; advanced certifications a plus
Strong organizational skills.
Superior problem solving and communication skills.
Ability to lead and support technicians in a fast-paced field environment
Work independently with minimal supervision.
Strong troubleshooting skills across integrated electronic security systems
Experience with Microsoft Office, Teams & Windows Operating Systems.
What we bring to the table:
- Opportunity to grow into higher-level service leadership roles within the organization
- An awesome, collaborative culture
- Compensation based upon background and experience.
- Full benefits package
- Vacation
- Company vehicle
- Cellphone Allowance
We are an equal opportunity employer and drug-free workplace. Pre-employment drug screens and background checks will be conducted. Employees are subject to appropriate routine drug screens, based on job classification.