Field Manager, Field Services

Ricoh•Houston, TX

About The Position

The Field Manager leads a team of service technicians across an assigned territory, delivering reliable service and exceptional customer experiences. The role is accountable for employee development, operational and financial objectives, and consistent execution of service standards. It combines regular field engagement with sound judgment, disciplined execution, and accountability for results. The manager coaches and develops technicians, improves operational performance, monitors service execution, manages territory and labor resources, addresses customer concerns, and uses performance data and field observations to resolve issues. The position also includes recruiting, developing, and retaining talent and preparing employees for expanded responsibilities.

Requirements

Demonstrated leadership experience in field service, technical operations, or a comparable service environment.
Track record of improving business results through employee coaching, accountability, and disciplined execution.
Strong judgment, communication, problem-solving, and decision-making abilities.
Ability to interpret operational performance and turn observations into effective action.
Leadership approach that balances high expectations with employee support and development.
Commitment to customer service, operational excellence, and continuous improvement.
Valid driver's license and ability to meet company driving requirements.

Responsibilities

Establish clear expectations, coach technicians, address performance gaps, and build an engaged, accountable team.
Improve productivity, first-time fix performance, recall reduction, service efficiency, and customer satisfaction.
Regularly observe service execution, provide coaching, remove obstacles, and verify improvement.
Translate business priorities into clear actions, monitor progress, and ensure commitments are fulfilled.
Optimize technician capacity, territory coverage, labor utilization, and controllable service expenses.
Address service concerns, manage escalations, and partner with customers and internal teams to improve service delivery.
Use operational data, field observations, and judgment to identify underlying problems and take effective action.
Recruit, develop, and retain talent while preparing employees for expanded responsibilities and future opportunities.