Field Service Manager

Bath Saver dba Bath Fitter • Harrisburg, PA

20h

About The Position

The Field Service Manager is responsible for leading the field service department to ensure all service tickets are completed efficiently, on time, and to company standards. This role combines hands-on team leadership, process optimization, and data-driven analysis to drive operational excellence and customer satisfaction. The Field Service Manager will champion best practices, foster collaboration, and support continuous improvement across the organization.

Requirements

• 5+ years in production management with service oversight, preferably in home remodeling, construction, or trades.
• Proven leadership and team development skills.
• Strong problem-solving, organizational, and communication abilities.
• Proficiency with CRM systems and data analysis tools (e.g., Excel).
• Ability to thrive in a fast-paced environment and meet deadlines.

Responsibilities

• Team Leadership: Direct, support, and develop Service Technicians to achieve service and warranty objectives. Conduct regular team meetings to review goals, performance, and safety compliance. Promote a proactive, business-focused approach and model company values.
• Customer Satisfaction & Quality Control: Serve as the escalation point for service-related customer issues, ensuring prompt and positive resolution. Audit service work for accuracy and adherence to standards. Collaborate with production and warranty/scheduling teams to minimize repeat service calls and improve first-time completion rates.
• Continuous Improvement & Analysis: Analyze service trends and metrics to identify improvement opportunities. Apply root cause analysis and cross-functional collaboration to achieve goals. Track and report key metrics, including service completion rate, first-time fix rate, team efficiency, customer satisfaction, and reduction in recurring issues. Recommend best practices and lead change initiatives. Ensure all KPI’s are met.
• Recruitment, Training & Development: Hire, onboard, and mentor service technicians as needed. Develop training materials and SOPs. Deliver ongoing training and mentorship to support skill development and performance improvement.
• Operational & Administrative: Manage service budgets, expenses, and labor efficiency. Ensure services are conducted in compliance with company safety rules and procedures. Support organizational growth, systems enhancements, and workflow optimization. Maintain and improve procedural documentation.
• Additional Duties Foster a positive work environment. Communicate and document effectively. Enhance reporting for clarity of roles and responsibilities. Escalate issues appropriately and maintain professionalism under pressure.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed