Field Service Manager

DOCUmation•The Woodlands, TX

12d•Onsite

About The Position

The Service Manager is responsible for leading all field service operations within the assigned branch to deliver exceptional customer service, achieve operational and financial objectives, and develop a high-performing team. This role oversees service quality, workforce planning, employee performance, and operational efficiency while using data and key performance metrics to drive continuous improvement. The Service Manager partners with cross-functional teams to support company initiatives and ensure alignment with the organization's mission, values, and strategic goals.

Requirements

Five (5) or more years of experience servicing office technology, copier, or related equipment.
Previous experience leading, supervising, or mentoring technical service personnel.
Strong working knowledge of office technology products and equipment supported by the company.
Excellent verbal and written communication skills.
Strong analytical, problem-solving, and decision-making abilities.
Proficiency with computers and standard business software, including accurate data entry and documentation.
Valid driver's license and driving record that meets company requirements.
Ability to communicate effectively with customers, coworkers, and vendors in person, by phone, and electronically.

Nice To Haves

Associate degree in Electronics or a related technical field preferred, or an equivalent combination of education, training, and relevant work experience.

Responsibilities

Supervise and support Field Service Technicians.
Provide ongoing coaching, performance feedback, and conduct performance and compensation reviews.
Lead regular team meetings to communicate priorities, improve performance, and address operational issues.
Evaluate staffing needs and allocate resources based on workload and productivity.
Respond to customer and internal service-related inquiries and resolve escalated issues.
Review and approve employee timecards, attendance records, and expense reimbursements for payroll processing.
Coordinate shop workflow by assigning equipment repairs to meet service and delivery commitments.
Manage loaner equipment inventory and utilization.
Monitor technician productivity, travel activity, and service metrics.
Analyze department performance, service profitability, and operational metrics to drive continuous improvement.
Achieve departmental financial and operational performance goals.