Field Service Manager

Bigge Crane and Rigging•Houston, TX

About The Position

The Field Service Manager is responsible for the overall leadership, financial performance, and operational execution of Bigge’s field service organization across the Gulf region. This role oversees service managers, field technicians, and administrative staff while providing senior oversight on service billing, customer escalations, and damage assessments, and supporting consistent, well-documented billing decisions across the organization. The service organization supports a fleet of approximately 600 cranes operating across the Gulf region. The Field Service Manager owns the service department P&L, with particular emphasis on timely, accurate billing of customer damage and field service work, and plays a critical role in modernizing service operations through the development and implementation of improved service management systems. This is a leadership-intensive role requiring strong people management skills, disciplined operational execution, commercial judgment, and the ability to scale teams and systems in a growing, multidisciplinary organization. Travel: Limited travel within Texas and Louisiana

Requirements

7–10+ years in heavy equipment, crane, or industrial field service
3–5+ years in a supervisory or management role
Field troubleshooting in high-risk, safety-critical environments
Demonstrated success leading and scaling service or field operations teams with a strong emphasis on people management and accountability.
Proven ability to design, implement, and enforce disciplined operational processes and management systems.
Strong systems mindset, with experience improving workflows, reporting, and operational visibility.
Financial acumen, including P&L ownership and cost/margin management.
Experience in heavy equipment service environments preferred; depth of technical expertise is less critical than leadership, process discipline, and operational judgment.
Demonstrated ability to manage customer escalations and complex operational or billing discussions.

Nice To Haves

Experience in heavy equipment service environments preferred; depth of technical expertise is less critical than leadership, process discipline, and operational judgment.

Responsibilities

Lead, manage, and develop service managers overseeing field service operations across the Gulf Region.
Provide indirect leadership of field technicians through service managers, while directly overseeing administrative staff and holding service managers accountable to established best practices and procedures.
Maintain full hiring, performance management, and termination authority across the service department.
Establish clear expectations, accountability, and performance standards.
Own and manage the service department P&L, with direct accountability for service revenue realization and margin performance.
Establish, enforce, and continuously improve disciplined processes to ensure customer damage and field service work are estimated, documented, approved, and billed in a timely manner.
Provide senior-level oversight and guidance on billable vs. non-billable service work, serving as an escalation point when required.
Oversee timely and accurate damage assessments and estimates to support rapid invoicing; performance against defined billing cycle-time KPIs will be a core component of compensation.
Partner with operations and finance leadership to accelerate billing cycles, reduce disputes, and improve cash flow related to service and rental-end damage.
Leverage existing technical expertise within the service organization to ensure accurate damage assessments and repair approaches.
Provide management-level review and judgment on estimates and service decisions when escalation or cross-functional alignment is required.
Ensure estimating and service decisions follow clearly defined processes, documentation standards, and approval workflows rather than relying on individual discretion.
Play an integral role in the design and rollout of a new service management system, including standardized workflows, controls, reporting, and accountability mechanisms.
Establish and enforce disciplined, repeatable service processes across regions and teams.
Drive adoption of systems and processes through training, communication, and performance management.
Identify operational gaps and implement scalable improvements to support growth, consistency, and transparency.