Field Service Manager
About The Position
As a Field Service Manager, you will lead and oversee a team of field service professionals responsible for delivering safe, efficient, and high-quality service to customers. This role drives operational performance, customer satisfaction, business growth, and employee development through effective leadership, strategic planning, and disciplined execution. The Field Service Manager is accountable for field service execution, technician performance, service delivery excellence, customer relationships, operational efficiency, and compliance with company policies and regulatory requirements. The role partners closely with sales, operations, engineering, supply chain, finance, customer support, and other cross-functional teams to achieve customer and business objectives.
Requirements
- Proven field service or technical operations leadership, including team development, relevant technical knowledge, and operational improvement.
- Ability to manage competing customers, projects, priorities, and operational demands.
- Strong customer engagement, communication, coaching, leadership, analytical, problem-solving, and data-based decision-making skills.
- Customer-focused, collaborative leader who demonstrates integrity, inclusion, accountability, innovation, and disciplined execution across functions and geographies.
- Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. Person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status or have the ability to obtain an export authorization.
Nice To Haves
- Bachelor's degree in Engineering or a related field; advanced technical, business, or operations degree preferred.
- Experience with service systems, automation, contracts, customer support, and financial or P&L management.
- Experience leading continuous improvement, change, or process transformation in regulated technical environments.
Responsibilities
- Lead safe, efficient field service delivery for a ~$25M P&L, directing ~10 Field Engineers and Supervisors and an extended team of ~35 Field Engineers.
- Optimize workforce planning, standard work, metrics, digital tools, documentation, and corrective action to meet customer commitments and improve results.
- Lead, coach, and develop field service professionals through clear expectations, feedback, accountability, and technical guidance.
- Build capability through recruiting, retention, competency and succession planning while fostering an inclusive, collaborative, safety-focused culture.
- Strengthen customer and stakeholder relationships, understand needs, resolve escalations, and deliver service-contract commitments.
- Improve satisfaction, retention, growth, and financial performance through forecasting, revenue attainment, cost control, and margin action.
- Use KPIs and operational data to improve technician productivity, utilization, competency, and execution.
- Partner cross-functionally to strengthen processes, tools, workflows, data quality, standard work, and best-practice sharing.
- Champion safety and ensure compliance with policies, quality standards, procedures, regulations, and audit requirements.
- Identify and mitigate risk; lead root-cause analysis, corrective actions, and follow-through.
Benefits
- employer subsidized Medical, Dental, Vision, and Life Insurance
- Short-Term and Long-Term Disability
- 401(k) match
- Flexible Spending Accounts
- Health Savings Accounts
- EAP
- Educational Assistance
- Parental Leave
- Paid Time Off (for vacation, personal business, sick time, and parental leave)
- 12 Paid Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
