Field Service Manager

our team • Franklin, TN

4d • Hybrid

About The Position

SPX is a diverse team of unique individuals who all make an impact. As a Field Service Manager, you will lead field service operations, field technicians, supervisors, and contractor resources to ensure safe, efficient, and profitable delivery of customer projects and service work. You will provide operational leadership for service execution, workforce planning, customer satisfaction, revenue generation, compliance activities, and continuous process improvement. You will partner closely with Technical Support, Customer Support, Sales, NOC, Operations, and external service providers to ensure timely resolution of customer issues and successful execution of field service initiatives.

Requirements

• 5+ years of progressive field service, operations, or technical service management experience.
• 3+ years in a leadership role managing technicians, supervisors, or service teams.
• Experience managing dispersed field teams and contractor networks.
• Bachelor's degree in Business, Operations Management, Engineering, Technical Services, or related field preferred.
• Equivalent combination of education and relevant experience considered.

Nice To Haves

• Experience in telecommunications, industrial services, aviation lighting, infrastructure services, electrical systems, or related industries preferred.
• Strong leadership and employee development skills, with the ability to lead multiple priorities in a fast-paced environment.
• Excellent customer relationship management skills and effective verbal, written, and presentation communication skills.
• Strong analytical and problem-solving abilities, with experience utilizing CRM, ERP, scheduling systems, Microsoft Office applications, and business reporting tools.

Responsibilities

• Lead, coach, and develop Field Service Supervisors, Field Technicians, Service Coordinators, and contracted service resources.
• Establish clear goals, priorities, and performance expectations for field personnel, including regular performance reviews, coaching sessions, and career development planning.
• Foster a culture of accountability, safety, customer service, and operational excellence while supporting recruiting, onboarding, training, and succession planning initiatives.
• Develop weekly and monthly workforce plans to maximize productivity and coverage, balance workloads across technicians and service regions, and coordinate travel schedules, route optimization, and resource utilization.
• Promote and enforce company safety policies and procedures, ensure compliance with applicable FAA requirements, customer standards, and regulatory obligations, and conduct safety reviews, audits, and corrective action follow-up.
• Ensure proper documentation and record retention requirements are met.
• Oversee daily field service operations, scheduling, dispatching, and resource allocation.
• Ensure proper planning and execution of service calls, repairs, installations, inspections, and preventive maintenance activities.
• Monitor work queues, backlog, response times, and service delivery metrics, and drive improvement efforts focused on reducing cycle time, improving productivity, and enhancing customer experience.
• Serve as an escalation point for key customer issues, maintain strong relationships with strategic customers and partners, and ensure timely communication regarding project status, service updates, delays, and corrective actions.
• Collaborate with Sales, Customer Support, Technical Support, NOC, Operations, and external service providers to improve customer satisfaction, retention, issue resolution, and field service execution.
• Ensure accurate use of Salesforce and other operational systems, maintain visibility into customer interactions, work progress, open actions, and service commitments, and verify timely completion of field reports, customer updates, and operational documentation.
• Track and report key operational performance indicators, including revenue performance, labor utilization, service backlog, open work orders, customer satisfaction metrics, response and completion times, quality and safety performance, technician productivity, first-time completion rates, employee retention and development, and operational cycle-time improvement initiatives.
• Utilize business systems and dashboards to drive data-based decision-making and present operational updates and performance summaries to leadership.
• Identify operational inefficiencies, develop standardized procedures and best practices, and implement corrective actions that improve service delivery and operational scalability.
• Lead projects that improve turnaround times, service quality, technician productivity, customer experience, and overall field service performance.
• Manage departmental budgets and operational expenses, support revenue growth and margin improvement initiatives, and review labor efficiency, contractor costs, travel expenses, and project profitability.
• Assist with forecasting workforce and resource requirements to ensure staffing plans align with business demand and operational objectives.

Benefits

• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager