Field Service Manager

Job Description

Job Description

Description :

The Field Service Manager is a hands-on leader responsible for building, coaching, and motivating a high-performing team of Field Service Technicians to deliver exceptional customer experiences while meeting financial and operational goals. This involves technical expertise with strong leadership and business acumen to ensure that service operations run efficiently, customers remain satisfied, and the department achieves its budgeted performance. This is a player / coach role —the successful candidate will both lead and participate in field activities (system startups, troubleshooting, repairs, training). The position requires close collaboration with Commercial, Engineering, Operations, and Finance teams. Travel may reach up to 50% for short durations, including occasional international assignments.

Responsibilities :

• Lead, mentor, and develop a team of Field Service Technicians / Engineers to achieve excellence in performance, professionalism, and customer service.
• Drive accountability through goal setting, coaching, performance reviews, and training programs.
• Maintain an organized log of open service issues (email, phone, and field) to ensure timely resolution and proactive customer communication.
• Track and report KPI metrics on responsiveness, resolution time, and customer satisfaction.
• Ensure service reports are completed with accuracy, detail, and timeliness for every site visit.
• Oversee service trip quoting, billing, and cost allocation to ensure accuracy and profitability.
• Monitor and manage the department budget, including forecasting, cost control and revenue.
• Partner with the Commercial team to expand revenue streams through spare parts, proactive maintenance, and customer training programs.
• Develop and enforce service policies, safety procedures, and standard operating practices.
• Promote a culture of continuous improvement, focusing on process efficiency, cost reduction, and customer value enhancement.
• Provide direct (or phone / e-mail) technical support in the field for start-ups, troubleshooting and repairs.
• Maintain professional, courteous communication with customers—especially in high-pressure or urgent situations.
• Respond to emergency service calls, including after-hours or weekend support when necessary.
• Ensure adherence to all company and customer safety policies during field activities.
• Perform other projects and duties as assigned to support organizational goals.

Requirements :

Competencies :

To perform the job successfully, an individual should demonstrate the following competencies in this position :

Integrity Resourcefulness Customer Focus

Team Player Adaptability Excellence

Target Salary Range : $110,000 – $150,000 salary a year with the opportunity for eligible employees to earn additional compensation pursuant to the Company’s bonus plan. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, geographic location, and business and organizational needs. Full-time positions are eligible for competitive benefits, including paid time off, health, dental, vision, life, disability benefits and 401(k).