Field Service Manager

RIDE Mobility•Lancaster, CA

4d•Hybrid

About The Position

RIDE Services is seeking an experienced Field Service Manager to lead regional field service operations and support our customers throughout LA, CA. This role is responsible for managing service center operations as well as remote field technicians, ensuring timely repairs, high-quality service delivery, and customer satisfaction. The Field Service Manager also owns the financial performance of the region’s service activities. The ideal candidate will be an operations-minded leader who thrives in a fast-paced environment and brings a deep understanding of service workflows, team leadership, and performance management.

Requirements

5+ years of service management or field operations experience, preferably in fleet, transit, or commercial equipment industries
Experience supervising remote or multi-state-based field service teams and facility-based technicians
Proficient in CRM systems for service operations, reporting, and technician management
Demonstrated ability to manage a departmental P&L, including budgeting and cost control
Strong leadership, communication, and analytical skills
Comfortable working in a fast-paced, mission-driven environment with short deadlines.
Exceptional customer service skills are required as this position is highly engaged with customers and vendors.
Strong trouble shooting skills and the ability to inform and collaborate with production line management is required.

Responsibilities

Oversee daily service operations including supervision of remote, traveling field technicians and coordination of repairs through the service center.
Manage work orders, job tracking, and service records using RIDE’s CRM system.
Coordinate technician dispatch, travel schedules, and repair timelines to meet service response goals.
Ensure accurate documentation of labor hours, parts usage, customer communications, and job resolution.
Act as the primary point of escalation for field service issues; ensure professional and timely resolution.
Manage service center technicians where diagnostics, root cause analysis and repair solutions is a priority as many RIDE commercial vehicles are highly customized.
Manage the service location’s P&L, including labor, materials, warranty claims, and overhead costs.
Analyze monthly financials to ensure service profitability; take proactive measures to address variances.
Collaborate with Finance and Operations teams to ensure billing accuracy and proper cost allocation.
Monitor warranty recovery efforts and ensure documentation is submitted accurately and on time.
Track service KPIs such as: Work order completion rate, Technician efficiency and utilization, First-time fix rate, Warranty vs. non-warranty service ratio.
Use CRM dashboards and service reports to identify trends and operational gaps.
Provide regular performance reports to RIDE leadership and recommend process improvements.
Supervise and support a team of service technicians and service center staff.
Conduct performance reviews, identify training needs, and support technician development.
Ensure team adherence to RIDE safety protocols, service procedures, and compliance standards.
Foster a high-performance, customer-focused team environment.
Conflict resolution skills.