Field Service Manager

YALE APPLIANCE•Norton, MA

3d•Hybrid

About The Position

Yale Appliance is seeking a Field Service Manager to lead a high-performing service team and make a direct impact on Technician success and customer experience. This role requires daily travel throughout the Greater Boston area, including regular work within the city of Boston (driving, parking, and in customer’s homes), and on the North Shore and Metro West. As a Field Service Manager, you'll lead a team of 8-10 skilled Appliance Service Technicians in a fast-paced, in-home service environment. This is a hands-on, field-based leadership role for someone who thrives on coaching, driving performance, and improving operational results. You will spend the majority of your time in the field supporting Technicians, improving efficiency, and ensuring a consistently excellent customer experience.

Requirements

Must have 3+ years of experience supervising or managing a team
Strong mechanical and technical aptitude (appliance experience preferred)
Proven ability to coach, develop, and hold employees accountable
Strong communication, organization, and problem-solving skills
Ability to manage multiple priorities in a fast-paced environment
Proficiency with Microsoft Office and field service software
Valid driver's license with clean driving history
CORI (background) check
Pre-employment physical (including a 75-pound lift test)
Drug screening

Nice To Haves

3-5 years of appliance repair experience
Experience working with multiple appliance brands
Experience managing performance using KPIs or metrics
Familiarity with field service platforms

Responsibilities

Lead, coach, and develop a team of Appliance Service Technicians
Conduct ride-alongs, field audits, and performance reviews
Provide ongoing feedback and coaching to improve technical and customer service skills
Foster a culture of accountability, ownership, and continuous improvement
Monitor and improve team performance using key metrics such as: First-call completion, Callback rate, Labor time per job, Schedule adherence
Use dashboards and field service tools to track progress and identify opportunities
Ensure accurate job documentation, including notes, parts used, photos, and timestamps
Spend most of your time in the field supporting Technicians and resolving issues
Monitor routes, schedules, and job execution in real time
Ensure proper communication with customers, including call-aheads and arrival updates
Reinforce daily start times and readiness expectations
Resolve escalated service issues professionally and efficiently
Work directly with customers to ensure a positive experience
Partner with internal teams (Dispatch, Parts, Warranty, and Sales) to resolve delays
Support onboarding and training of new Technicians
Identify skill gaps and implement development plans