Field Service Manager

Job Description

Job Description

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 valued clients. This role prioritizes excellent customer service, with a strong focus on meeting client needs and ensuring satisfaction throughout every service interaction.

Key responsibilities include managing the service coordinator to optimize scheduling for both corrective and preventative maintenance, while consistently upholding exceptional customer service standards. The Field Service Manager will be hands-on in coordinating, training, customer management and managing field technicians, ensuring timely and effective service responses that meet customer expectations and resolve issues promptly.

In addition, the Field Service Manager will work closely with the Service Director to align field operations with broader departmental goals, ensuring that service delivery is both efficient and customer-centric. The role requires proactive communication with customers to anticipate and address their needs, ensuring they receive the highest level of service at all times.

This role is integral to ensuring a seamless and high-quality service experience for all clients while fostering long-term relationships through excellent customer care.

Requirements

Key Responsibilities :

• Team Management : Supervise, audit and support a team of field service technicians and service coordinator to maintain high service standards.
• Travel : Expected travel to customer sites 80%.
• 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, ensuring quick problem resolution together with the Global Helpdesk and Engineering support.
• Performance Monitoring : Track and report on technician performance, including KPIs such as response times, resolution rates, and customer satisfaction, as well as auditing of technician service reports, time sheets and travel expenses.
• Oversee scheduling of both corrective and preventative maintenance to optimize efficiency and minimize downtime for clients.
• Maintain a strong customer-focused approach, ensuring all service interactions exceed customer expectations.
• Collaborate with the Service Director to align field operations with departmental goals.
• Provide continuous training and development opportunities for field technicians to enhance their skills and customer service capabilities.
• Proactively engage with customers to ensure their needs are being met and to identify opportunities for improving service delivery.
• Ensure timely response to customer service requests, addressing any concerns or issues 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 required for field operations.
• Cost Control : Manage operational budgets and control costs associated with travel, equipment, and other field-related expenses.
• Policy Implementation : Enforce company policies and procedures related to field service, ensuring alignment with organizational standards.

Qualifications :

Benefits