Field Service Supervisor at Elovate in United States - Maryland

Scheduling & Workforce Coverage

• Develop and manage daily and weekly technician schedules to ensure full operational coverage across all zones and shifts, including night and day teams.

• Track call-outs, adjust staffing, and reassign personnel as needed to maintain full coverage.

• Provide direct operational coverage when staff are on PTO or during staffing shortages to maintain uninterrupted service.

• Review and approve employee timecards and time-off requests, ensuring accuracy in hours worked, leave usage, and compliance with company policy.

Field Technician Support & Development

• Serve as the primary point of contact for Field Service Technicians, coordinating to resolve technical issues, provide guidance, and maintain consistent field operations.

• Manage the onboarding process for new technicians, ensuring accounts, system access, equipment, and training materials are properly set up.

• Oversee off-boarding procedures for departing employees, including equipment return and system access removal.

• Conduct or coordinate training sessions to ensure technicians are proficient in systems, procedures, safety protocols, and program requirements.

• Confirm technicians complete required verification steps each shift, including spreadsheets, CMMS work orders, and QR-code sign-ins/check-ins.

Fleet, Equipment & Systems Oversight

• Oversee the readiness, maintenance, and deployment of all enforcement vehicles and equipment to ensure operational reliability.

• Verify required vehicle maintenance and repairs are completed and documented, coordinating with vendors as needed.

• Verify fuel cards are active and functioning, and ensure technicians have assigned fuel PINs for authorized use.

• Manage the Return Merchandise Authorization (RMA) process for malfunctioning equipment, including tracking, shipping, and follow-up.

• Review, assign, and track work orders to ensure timely completion of maintenance, repairs, and operational tasks.

• Locate, track, and distribute required parts to field technicians to ensure timely completion of repairs.

Deployment Verification & Compliance

• Verify that all camera and enforcement systems are active, functioning properly, and enforcing as scheduled at every site.

• Confirm all sites are opened, operational, and running on schedule each shift.

• Ensure site violations are properly documented and uploaded, and that all sites are backed up to designated storage per protocol.

• Monitor, verify, and report deployment data to ensure accurate documentation of enforcement activity and compliance with program requirements.

• Ensure all enforcement systems, software, and processes meet regulatory, contractual, and internal compliance standards.

• Attend court hearings as needed to provide testimony, documentation, or clarification related to enforcement operations.

Client & Program Coordination

• Serve as the primary point of contact for client agencies, addressing questions, resolving issues, and providing daily operational updates.

• Support the rollout of new enforcement locations or program expansions by coordinating logistics, staffing, equipment, and client communication.

• Participate in daily meetings and conference calls with internal teams and external partners to review performance, address issues, and align on operational priorities.

• 3+ years of experience in field service, enforcement operations, or technical field support, with at least 1 year in a lead or supervisory capacity.

• Demonstrated ability to build and manage staffing schedules across multiple shifts, including nights, weekends, and holidays as needed.

• Working knowledge of fleet maintenance coordination, vehicle readiness standards, and vendor management.

• Familiarity with work order/CMMS systems, equipment RMA processes, and deployment verification procedures.

• Ability to review and interpret deployment and compliance data with a high level of accuracy and attention to detail.

• Strong communication skills, with the confidence to serve as a primary point of contact for client agencies.

• Willingness and ability to travel locally within the assigned territory and provide direct field coverage when needed.

• Valid driver's license with a clean driving record.

• Experience in automated traffic or speed enforcement, or other public safety programs.

• Experience providing testimony or documentation in legal or court settings.

• Experience supporting new program launches or site expansions.

• Experience performing on-site equipment installation or maintenance.

• Bilingual or multilingual abilities are a plus.

Elovate uses technology to help our team work smarter and serve customers better. The Field Service Supervisor is expected to lead AI adoption within their team — ensuring technicians use AI tools effectively and responsibly, and always with human verification.

• Use AI-assisted dashboards and reporting tools to review deployment data, verification logs, and work order status more efficiently.

• Leverage AI-powered scheduling and tracking tools to manage technician coverage, routes, and job assignments.

• Coach technicians on using AI-assisted diagnostic and knowledge base tools, reinforcing that AI suggestions always require human review before acting.

• Use AI writing tools to help draft client updates, training materials, and internal reports more efficiently.

• Serve as a feedback channel between the field team and the Regional Field Service Manager on AI tool performance and adoption.

• Participate in training on new AI-assisted tools as Elovate introduces them, and help the team adapt to new workflows.