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 ensure technically proficient, timely, customer-oriented service. The manager provides technical, administrative, and supervisory support to maintain and develop the field service team; coordinates with technical support, training, manufacturer engineering, and sales management; and works with technicians to achieve service KPIs and objectives. The role also requires maintaining strong technical knowledge of TGI products and services and ensuring compliance with company policies and procedures. The manager oversees field audits, open-call management, technician training and development, productivity improvement plans, troubleshooting of problematic equipment, territory alignment, and inventory management. The position requires at least four hours per workday performing field-related duties, such as visiting client sites, meeting with customers, conducting inspections, supervising field personnel, and addressing operational issues. Exceptions require advance management approval.

Requirements

Customer Imaging Specialist qualification or equivalent experience.
Demonstrated electro-mechanical and digital electronic expertise.
Demonstrated ability to motivate and train technicians.
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.
Ability to work as a team player with good interpersonal skills and a positive attitude.
Minimum of 3–5 years of field service experience.
Minimum of 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

Represent TGI Office Automation 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 assist with their training and development.
Ensure compliance with departmental directives, branch 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 company products and services.
Conduct regular field audits of 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 it 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 ensure they attain identified skills.
Conduct final evaluations of problematic equipment before an on-site technical support visit.
Assist branch technicians in 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 inventories within company guidelines.
Inform the immediate supervisor of significant key operator error situations.
Maintain professionalism in dress and demeanor.
Perform at least four hours per workday of field-related duties, including client visits, customer meetings, inspections, field personnel supervision, and operational issue resolution.