Field Service Manager

EchoStar•Spartanburg, IN

About The Position

The Field Service Manager owns the overall performance of the technical field team, turning operational data into actionable strategies that lower return work order rates and eliminate operational bottlenecks. The role promotes field excellence by coaching technicians, building a committed and high-morale team, and improving customer CSAT. It identifies root causes of systemic issues and streamlines field procedures to align operational metrics with department goals. The manager also uses digital tools and AI applications to optimize diagnostics, operational workflows, and automated reporting. The role includes establishing credible leadership relationships with technicians, mastering operational and reporting fundamentals, taking accountability for performance metrics, conducting hands-on field ride-alongs, and coaching technicians to improve behaviors and customer experience. It also drives operational efficiency and applies AI and digital tools to improve diagnostics, scheduling, and performance reporting. The In-Home Services department leads field operations and thousands of technicians across nearly 100 facilities nationwide. It manages inventory, fleet, and performance, connecting DISH customers with products and services. EchoStar's brands include Boost Mobile, DISH TV, Gen Mobile, Hughes, and Sling TV.

Requirements

Bachelor’s degree or equivalent professional experience.
Critical experience in field service management, team leadership, and operational performance tracking.
Experience with field service management and performance reporting metrics.
Experience using AI and digital tools for operational diagnostics and automated reporting.
Experience in technical team coaching, mentorship, and operational data analysis.
Ability to mentor, develop, and build the skills and confidence of a technical team.
Strong analytical and problem-solving skills to interpret data, identify patterns, uncover root causes, and resolve systemic issues.
Planning, organization, goal-setting, time management, and performance monitoring capabilities.

Responsibilities

Own the overall performance of the technical field team.
Build trust and strong leadership relationships across the technical team, getting to know each technician individually.
Take accountability for key office and field performance metrics by mastering operational and reporting fundamentals.
Conduct hands-on field ride-alongs to observe technician behaviors, identify coaching opportunities, and raise customer experience standards.
Drive operational efficiency to lower return work order rates, eliminate workflow bottlenecks, and improve customer CSAT ratings.
Mentor and develop technicians and build their skills and confidence.
Use operational data to identify patterns, uncover root causes, and resolve systemic issues.
Apply AI and digital tools to streamline diagnostic processes, optimize scheduling and workflows, and automate performance reporting.
Articulate clear direction and drive team buy-in through organizational change.