Field Service Manager

Overview

The Field Service Manager is responsible for leading and overseeing the round-the-clock operations of the field service team on the West Coast or East Coast (position dependent), ensuring that technicians deliver efficient, high-quality service to our clients. This role prioritizes excellent customer service, with a strong focus on meeting client needs and ensuring satisfaction throughout every service interaction.

Base pay range

$90,000.00 / yr - $115,000.00 / yr

Responsibilities

• Team Management : Supervise, audit and support a team of field service technicians and a service coordinator to maintain high service standards
• Travel : Expect travel to customer sites 80% of the time
• Scheduling and Dispatch : Oversee job scheduling and dispatching of technicians for service calls, managing daily workflow to ensure timely service delivery
• Customer Communication : Act as a liaison with clients to ensure clear communication on service timelines, expectations, and progress
• Troubleshooting Support : Provide guidance to technicians on service issues, coordinating with the Global Helpdesk and Engineering support for quick problem resolution
• Performance Monitoring : Track and report on technician performance, including KPIs such as response times, resolution rates, and customer satisfaction; audit technician service reports, time sheets and travel expenses
• Maintenance Scheduling : Oversee scheduling of both corrective and preventative maintenance to optimize efficiency and minimize downtime
• Customer Focus : Maintain a strong customer-focused approach and ensure all service interactions exceed customer expectations
• Collaboration : Work with the Service Director to align field operations with departmental goals
• Training and Development : Provide ongoing training and development opportunities for field technicians
• Customer Engagement : Proactively engage with customers to meet their needs and identify opportunities for improving service delivery
• Response and Issue Resolution : Ensure timely responses to customer service requests and address concerns promptly
• Quality Assurance : Conduct field audits and inspections to ensure compliance with safety, regulatory, and quality standards
• Inventory Management : Coordinate with supply chain and logistics to manage inventory levels of tools, parts, and equipment
• Cost Control : Manage operational budgets and control costs related to travel, equipment, and field operations
• Policy Implementation : Enforce company policies and procedures for field service in alignment with organizational standards

Qualifications

Benefits

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