As a Field Service Manager, you will lead and oversee a team of field service professionals responsible for delivering safe, efficient, and high-quality service to customers. This role drives operational performance, customer satisfaction, business growth, and employee development through effective leadership, strategic planning, and disciplined execution.
The Field Service Manager is accountable for field service execution, technician performance, service delivery excellence, customer relationships, operational efficiency, and compliance with company policies and regulatory requirements. The role partners closely with sales, operations, engineering, supply chain, finance, customer support, and other cross-functional teams to achieve customer and business objectives.
KEY RESPONSIBILITIES
Service Delivery & Operations
- Lead safe, efficient field service delivery for a ~$25M P&L, directing ~10 Field Engineers and Supervisors and an extended team of ~35 Field Engineers.
- Optimize workforce planning, standard work, metrics, digital tools, documentation, and corrective action to meet customer commitments and improve results.
People Leadership
- Lead, coach, and develop field service professionals through clear expectations, feedback, accountability, and technical guidance.
- Build capability through recruiting, retention, competency and succession planning while fostering an inclusive, collaborative, safety-focused culture.
Customer and Business Performance
- Strengthen customer and stakeholder relationships, understand needs, resolve escalations, and deliver service-contract commitments.
- Improve satisfaction, retention, growth, and financial performance through forecasting, revenue attainment, cost control, and margin action.
Operational Excellence
- Use KPIs and operational data to improve technician productivity, utilization, competency, and execution.
- Partner cross-functionally to strengthen processes, tools, workflows, data quality, standard work, and best-practice sharing.
Safety, Quality, and Compliance
- Champion safety and ensure compliance with policies, quality standards, procedures, regulations, and audit requirements.
- Identify and mitigate risk; lead root-cause analysis, corrective actions, and follow-through.
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