Field Service Manager

Wanzl North America•Richfield, OH

About The Position

The Field Service Manager leads and directs a regional team of field service technicians supporting Retail Solutions and Access Solutions. The role ensures technicians carry out assigned schedules, meet customer contractual obligations, and comply with company performance standards. While schedules are developed and assigned by the Dispatch & Scheduling Coordinator, the Field Service Manager monitors progress, communicates priorities, and may rearrange assignments when operational conditions, customer needs, technician availability, or service delays require immediate action. The Field Service Manager coaches technicians on best practices, reinforces policies and procedures, and maintains high standards for accuracy, productivity, and timely service completion according to customer requirements. The role also oversees service quality and compliance, technician workload and capacity, inventory, travel expenses, pay sheets, and operational software and equipment platforms. The position communicates with internal stakeholders and customer contacts, responds to client concerns, and supports project management initiatives. WNA is headquartered in the Charlotte Metro Area, North Carolina, and has around 500 employees and approximately $200 million in sales. It serves retail and distribution markets and provides products and services including shopping carts, customer guidance and access systems, shelving and fixtures, material handling, and digital retail solutions. WNA is part of the Wanzl Group, headquartered in Germany.

Requirements

Associate’s degree required, or 5+ years managing direct reports.
Experience in a service industry with exposure to technical field operations.
Strong leadership and people management skills.
Exceptional time management and organizational abilities.
Ability to work under pressure and adapt to shifting priorities.
Advanced critical-thinking and problem-solving skills.
Strong written and verbal communication abilities.
Proficiency in Microsoft Office.
Ability to identify operational issues and develop actionable solutions.

Nice To Haves

Bachelor’s degree preferred.
Excel expertise is a plus.

Responsibilities

Manage a regional team of field service technicians, ensuring safe work practices, service quality, productivity, and adherence to assigned schedules.
Ensure technicians complete scheduled service work within required timelines and address missed appointments, delays, incomplete work, or schedule deviations promptly.
Coordinate with the Dispatch & Scheduling Coordinator to resolve capacity constraints, absences, travel disruptions, customer changes, and scheduling conflicts; rearrange assignments when immediate operational adjustments are necessary.
Communicate schedule changes, priorities, and completion expectations to technicians and relevant internal stakeholders, and provide timely updates to the Dispatch & Scheduling Coordinator.
Monitor workload, technician utilization, coverage, and capacity; identify resource constraints and recommend staffing, territory, or resource adjustments to the Operations Manager.
Review daily client status reports for on-time service performance and compliance with customer-specific completion details.
Monitor technician service orders for accuracy, completeness, and compliance with contract scope.
Reinforce contract profile guidelines and ensure technicians meet customer expectations for completion documentation and service verification.
Take corrective action when performance, quality, or policy-adherence issues arise.
Review technician inventory levels to support productivity and minimize delays.
Oversee technician travel expenses to ensure they remain within budget and are properly recorded.
Create technician pay sheets as needed and submit them to Payroll by deadlines.
Maintain expertise in required operational software, equipment platforms, and reporting tools.
Serve as the primary contact for technician questions about policies, procedures, equipment, or software.
Communicate regularly with the Senior Account Manager, Dispatch & Scheduling Coordinator, and key customer contacts about service updates and operational changes.
Respond promptly to client inquiries, resolve issues, and gather customer feedback.
Support project management initiatives and tasks.
Coach, guide, and mentor field service technicians to promote growth and consistent service.
Coordinate technician onboarding, training, certifications, and ongoing development; identify skill gaps and work with internal resources to ensure technicians are qualified and prepared to work safely and effectively.
Address performance concerns, including repeated schedule noncompliance, and develop documented improvement plans when needed.