Field Service Manager
Usherwood Office Technology•Agawam, MA
•$75,000 - $85,000•Onsite
About The Position
Usherwood Office Technology is seeking an experienced Field Service Manager to lead and grow our team of Service Technicians responsible for installing, maintaining, and repairing office technology equipment (primarily copiers, printers, and multifunction devices) across eastern New York State and New England. You will be the bridge between our customers, technicians, and our internal senior leadership team, ensuring the highest levels of service quality, technician productivity, and customer satisfaction.
Requirements
- 5+ years of experience in field service, preferably in a leadership role, within the office technology, copier/printer, or imaging industry
- Proven track record of managing a team of field technicians
- Strong technical knowledge of copiers, printers, MFPs, and connectivity (Canon HP, Xerox, etc. a plus)
- Excellent customer service and conflict-resolution skills
- Strong organizational, analytical, and problem-solving abilities
- Proficient in Microsoft Office Suite; experience with CRM and ERP systems a plus
- Valid driver’s license and clean driving record
- Ability to pass background check and drug screening
Nice To Haves
- Manufacturer certifications (Canon, Xerox, HP, etc.)
- Experience with managed print services (MPS) and IT integration
Responsibilities
- Lead, mentor, and manage a team of field service technicians
- Monitor technician performance metrics (first-time fix rate, response time, callback rate, productivity, etc.) and deliver best-in-class customer satisfaction
- Hire, onboard, and develop new technicians
- Conduct regular performance reviews, coaching sessions, and ride-alongs
- Manage parts inventory, vehicle fleet, and technician tools
- Act as the escalation point for complex technical or customer issues
- Collaborate with sales, administration, and warehouse teams to ensure seamless operations
- Ensure compliance with safety standards, manufacturer certifications, and company policies
Benefits
- Competitive base salary + quarterly bonus (Base pay: 75K-85K)
- Company vehicle / cell phone and equipment
- Full benefits package (medical, dental, vision, life and 401(k) with match)
- Generous Paid time off + holidays
- Ongoing training and manufacturer certification support
- Opportunity for advancement into regional or director-level roles
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
