Field Service Manager
About The Position
The Field Service Manager is responsible for leading and developing a team of appliance service technicians to ensure exceptional customer service, operational efficiency, and high-quality repair performance. This role oversees daily field operations, including dispatch execution, technician productivity, and service quality, while driving continuous improvement through coaching, training, and performance management. The Field Service Manager plays a critical role in enhancing the customer experience in the field, ensuring technicians are properly trained, certified, and equipped to represent the company with professionalism and expertise.
Requirements
- 5+ years of experience in appliance repair, field service, or related industry
- 2+ years of leadership or supervisory experience
- Strong knowledge of dispatch operations, routing, and field service management
- Proven ability to coach, develop, and lead technical teams
- Strong problem-solving and decision-making skills
- Excellent communication and customer service skills
Nice To Haves
- Experience with technician certification programs and training development preferred
Responsibilities
- Lead daily dispatch operations to ensure efficient routing, scheduling, and timely service completion.
- Coordinate with dispatch and call center teams to maximize technician utilization and response efficiency
- Monitor service capacity and adjust staffing and scheduling to meet demand and drive first-call resolution
- Supervise and support field service technicians by establishing clear performance expectations and aiding their growth and success.
- Conduct performance reviews, coaching, and corrective action as needed
- Conduct ride-alongs to evaluate performance, offer real-time coaching, and strengthen service standards.
- Foster a culture of accountability, teamwork, and continuous improvement
- Oversee technician onboarding, training, and ongoing development programs
- Ensure technicians maintain required certifications and stay current with manufacturer standards
- Identify skill gaps and implement targeted training plans
- Drive a high-quality customer experience in the field, reinforcing professionalism and service standards
- Address escalated customer issues and encourage a mindset focused on achieving a "first-time fix."
- Manage and coordinate fleet vehicle inspections, routine maintenance, and seasonal services
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1-10 employees
