Field Service Lead

Graco•Charlotte, NC

2d•Hybrid

About The Position

The Field Service Lead is responsible for leading, developing, and overseeing a team of Field Service Technicians to ensure safe, high-quality, and timely service delivery to customers. This position owns day-to-day field service execution within an assigned territory or and is accountable for customer experience, technician performance, operational efficiency, and adherence to service standards. The individual in this position serves as a key link between customers, service technicians, and internal partners.

Requirements

Bachelor’s degree in Engineering or related field
5+ years of experience in field service, technical support, or a related operational role.
Prior people leadership or supervisory experience, preferably in a field-based or service environment.
Strong leadership, coaching, and communication skills.
Ability to balance customer needs, employee development, and operational priorities.
Ability to travel within assigned territory as required.

Nice To Haves

Experience leading field-based or remote teams.
Experience in industrial manufacturing, equipment service, or technical service environments.
Strong change leadership and continuous improvement mindset.
Familiarity with service management systems, metrics, and workforce planning tools.

Responsibilities

Lead and oversee daily field service operations to ensure service commitments, response times, and quality standards are met.
Balance service demand, technician capacity, and priorities across the assigned region or territory.
Partner with service planning, parts, and technical support teams to resolve complex service issues and minimize downtime.
Ensure consistent application of company service processes, tools, and standards.
Conduct customer on-site visits to drive technical resolution.
Serve as an escalation point for technical concerns and complex service situations.
Build strong working relationships with customers, distributors, and internal partners.
Collaborate with Sales, Engineering, Product Management, and Operations to address customer needs and service trends.
Represent the voice of the field by sharing customer insights and service feedback with internal stakeholders.
Monitor service performance metrics, including response time, service quality, productivity, safety, and cost.
Identify trends or recurring issues and drive corrective actions or process improvements.
Support continuous improvement initiatives that enhance service effectiveness, technician capability, and customer experience.
Ensure accurate service documentation, reporting, and compliance with internal and external requirements.
Lead, mentor, manage, and staff a Field Technician team, ensuring alignment with organizational goals and promoting a culture of excellence.
Drive team performance by setting clear goals, providing ongoing feedback, and facilitating professional growth opportunities.
Promote a strong safety culture and ensure compliance with all safety policies and customer site requirements.