Field Service Manager

TGI MAIN COMPANY•New York, NY

90d•$85,000 - $95,000•Onsite

About The Position

The Field Service Manager manages a service territory and its assigned technicians to provide technically proficient, timely, cost-effective, and customer-oriented service. The role provides technical, administrative, and supervisory support to maintain and develop the field service team, and serves as the territory liaison to technical support, training, manufacturer engineering, and sales management on service-related matters. The manager works with technicians to achieve service KPIs and objectives, supports training and development, ensures compliance with company policies and directives, and maintains effective relationships with colleagues, customers, and direct reports. The position also requires maintaining strong technical, electronic, digital, and networking skills and continually building knowledge of TGI products and services. The Field Service Manager is expected to spend at least four hours per workday on field-related duties, including client-site visits, customer meetings, inspections, supervising field personnel, and addressing operational issues. Exceptions require advance management approval. The role reports to the Branch Manager and is based in person and in the field.

Requirements

Customer Imaging Specialist qualification or equivalent experience.
Demonstrated electro-mechanical and digital electronic expertise.
Demonstrated ability to motivate and train technicians.
Demonstrated basic leadership ability.
Strong oral and written communication skills.
Excellent customer service and interpersonal relations skills.
Excellent technical knowledge of the company product line.
Strong knowledge of company policies and procedures.
Proficiency with ERP software.
Proficiency in Microsoft Office, especially Excel for data analysis and reporting, and Outlook for email.
Excellent organizational and multitasking skills.
Team-oriented approach, good interpersonal skills, and a positive attitude.
3–5 years of field service experience.
At least 2 years of supervisory or management experience.
Demonstrated ability to manage remote employees across multiple customer locations.
Experience conducting ride-alongs, performance coaching, and field audits.
Experience managing technician productivity, utilization, and customer satisfaction metrics.
Proven ability to hold employees accountable for performance, attendance, and policy compliance.

Responsibilities

Manage a service territory and the technicians assigned to it.
Represent TGI as a responsive, reliable, customer-oriented company by ensuring technically proficient, cost-effective, and timely service.
Provide technical, administrative, and supervisory support to maintain, develop, and grow the field service team.
Serve as the territory liaison to technical support, training, manufacturer engineering, and sales management on service-related matters.
Work with technicians to achieve service KPIs and objectives and support their training and development.
Ensure compliance with departmental directives and company policies and procedures.
Build and maintain effective relationships with colleagues, customers, and direct reports.
Maintain technical, electronic, digital, and networking skills and build knowledge of TGI products and services.
Conduct field audits on assigned accounts as determined by upper management.
Review open calls, part calls, and aged calls daily.
Communicate daily with management, customers, dispatch, and sales.
Conduct team technical meetings as required and review technical bulletins with team members.
Determine when individual or group training is needed and conduct training when appropriate.
Work with management to develop and implement action plans for technicians below productivity goals.
Follow up with technicians before or immediately after formal training to confirm that identified skills are attained.
Conduct final evaluations of problematic equipment before technical support visits.
Assist branch technicians with troubleshooting problematic machines.
Work with management to schedule training and realign territories.
Review car stock and conduct regular technician inventory assessments to keep on-hand inventory within company guidelines.
Inform the immediate supervisor of significant key operator error situations.
Maintain professionalism in dress and demeanor.
Spend a minimum of four hours per workday performing field-related duties, unless management approves an exception in advance.