Field Service Manager - SBN

Industrial Electric Manufacturing•South Bend, IN

About The Position

The Field Service Manager leads day-to-day field service operations for the C&I/SPD or Enterprise division within an assigned U.S. region. The role directs field execution and supports commissioning and related service work at customer sites, ensuring assignments are completed safely, efficiently, and in line with company standards, customer expectations, and project timelines. The manager oversees Field Service Leads and may indirectly oversee technicians and engineers through the lead structure. The position manages staffing, scheduling, resource deployment, customer support, technical guidance, documentation, and job closeout. It partners with Field Service leadership and internal teams to address staffing gaps, changing priorities, escalations, and operational challenges. The manager also develops and evaluates assigned leads, promotes accountability and safety, and seeks improvements to service delivery and operational processes. Travel to manufacturing locations, field service offices, and customer sites is required as business needs dictate; the posting states travel may be up to 75%.

Requirements

Minimum 3–5 years of field service, commissioning, maintenance, troubleshooting, or related electrical power systems experience.
Demonstrated experience in employee oversight, scheduling, workforce coordination, and performance management.
Strong working knowledge of service operations, field documentation requirements, customer support expectations, and safety practices.
Proficiency with Microsoft Office and other business systems used for scheduling, reporting, and operational tracking.
Ability to read, interpret, and communicate technical and operational information effectively.
Ability to travel up to 75% to IEM regional field offices and vendor sites.
Ability to bend, lift, and carry up to 50 pounds.
Ability to interpret technical and operational information, analyze issues, prioritize tasks, respond to urgent service needs, support team decisions, and exercise sound judgment in a fast-paced environment.

Nice To Haves

Bachelor’s degree in Business, Engineering, Operations, or a related field; an equivalent combination of education and relevant field service experience may be considered.
Prior leadership, supervisory, or team lead experience in a field service, construction, industrial, electrical, or mission critical environment.
Experience supporting service operations involving large electrical systems, commissioning activities, preventive maintenance, and customer site execution.

Responsibilities

Manage field service operations for the assigned division and U.S. region, including execution quality, daily staffing coordination, customer support, and job closeout.
Oversee scheduling and deployment of field service teams for commissioning and related project work at customer sites.
Ensure commissioning and field service assignments are completed, documented, and closed out according to customer requirements, internal standards, and project timelines.
Coordinate with Field Service leadership and internal teams to address staffing gaps, shifting priorities, escalations, and operational challenges.
Work with customers and internal teams on urgent or emergency service needs, coordinating dispatch of field resources when appropriate.
Coordinate with Field Service Leads and administrative staff to ensure paperwork, reports, timesheets, expenses, and other required documentation are submitted on time and accurately.
Provide product and field service expertise to technicians, engineers, internal staff, customers, and sales teams, including technical guidance and issue resolution.
Identify project risks, resource constraints, inefficiencies, and execution issues, and escalate concerns appropriately.
Monitor workforce utilization and report resource shortfalls, ineffective utilization, or customer requests exceeding reasonable operational capacity.
Use feedback from internal departments, field personnel, customers, and leadership to improve service delivery, communication, scheduling, reporting, and coordination.
Promote accountability, responsiveness, professionalism, quality, and safety across the field service team.
Ensure compliance with company policies, procedures, quality standards, performance expectations, and safety requirements.
Travel to IEM manufacturing locations, field service offices, and customer sites as needed to support employees, business needs, and leadership coordination.
Interview, hire, onboard, mentor, train, coach, manage performance, and complete performance evaluations for assigned Field Service Leads.
Perform other related duties as assigned by a supervisor or management.