Field Service Manager

Burroughs•Charlotte, NC

5d•Remote

About The Position

The Field Service Manager provides transformational leadership and oversees district service and implementation operations. The role focuses on maintaining or exceeding business performance and customer satisfaction while driving cost efficiencies and revenue growth. The manager monitors service quality, customer satisfaction, financial results, technician capabilities, and compliance with company policies and procedures. This position operates remotely from the District Manager’s home and requires travel within the district, as well as extended availability to address field escalations as needed. The manager leads and develops direct reports, promotes continuous learning and a diverse workplace, and ensures appropriate recognition of team members. The role also manages district expenses and profitability, protects company and customer assets and confidential information, and ensures compliance with safety requirements, Human Resources policies, and applicable state and federal labor laws. The job description notes that duties and responsibilities may change at any time.

Requirements

At least 5 years of operations managerial experience.
Experience managing a remote workforce.
At least 4 years of broad, proven accounting experience.
Experience using the MS Office suite and service ticket tracking solutions.
Demonstrated business acumen, leadership, and management skills, supported by a solid performance history.
Excellent customer communication skills.
Acute attention to detail.
Strong interpersonal skills.
Strong analytical and problem-solving skills.
Good planning and organizational skills, including the ability to balance and prioritize work.
Understanding of on-site field service, professional services, and business development strategies.
Ability to communicate effectively in writing and orally.
Ability to satisfy customer requirements through appropriate resource management and create an operating environment that inspires teams to meet performance objectives.

Nice To Haves

Knowledge of company product and service offerings and deliverables.
Knowledge of company operating planning and deployment processes.
Knowledge of company operational and financial standards and requirements.
Knowledge of Service Order Attainment and Onboarding processes and deliverables.
Knowledge of company service management and coordination requirements.
Knowledge of professional service coordination requirements.
Familiarity with standard Microsoft applications, including Windows, Outlook, Excel, and Word.

Responsibilities

Monitor, review, and analyze district customer satisfaction; recommend improvements and ensure compliance.
Monitor district and team service and implementation performance against established goals and objectives; recommend adjustments and ensure compliance.
Ensure the district achieves service and professional service technical performance and quality goals.
Mentor and lead direct reports to achieve efficient performance.
Assess regional technician capabilities and ensure technicians are trained, certified, productive, and proficient to meet or exceed customer needs.
Ensure service and implementation customer satisfaction targets are met or exceeded throughout the district.
Ensure compliance with corporate safety policies and procedures.
Safeguard proprietary and confidential information.
Ensure policies and procedures protect and control company- and customer-owned assets within the region.
Control district expenses in accordance with budget targets and goals.
Review district profit-and-loss statements to support optimal profitability.
Ensure district service and professional service activities and processes comply with applicable policies, procedures, and standards.
Promote career development and continuous organizational and skills development at all team-member levels.
Encourage workplace diversity through efforts to hire, promote, and train a diverse workforce.
Manage team-member recognition and ensure districts and customer engineers are recognized for outstanding contributions.
Ensure compliance with and education about Human Resources policies and state and federal labor laws.
Travel within the district to lead and monitor the team, and remain available for field escalations as needed.