Field Service Manager

ASSA ABLOY•Burlingame, CA

2d•Hybrid

About The Position

The Field Service Manager (FSM) is a full-time leadership position with primary responsibility for overseeing account management strategy, resource allocation, people management, and cross-departmental collaboration to ensure the delivery of exceptional customer service. The FSM provides day-to-day supervision of a team comprising Service Technicians, System Engineers, and Project employees, fostering consistent teamwork and coordination. Key duties include addressing inquiries and escalations, establishing and monitoring service quality benchmarks, streamlining field service operations, conducting performance assessments, and working closely with other departments to enhance overall service quality and customer satisfaction. In addition, the FSM is tasked with establishing and tracking key performance indicators (KPIs), analyzing financial performance, controlling costs, and implementing initiatives to enhance profitability and operational effectiveness.

Requirements

Must be at least 21 years old and possess a valid driver's license with a clean driving record; ability to travel to remote offices for field work as required.
Demonstrated technical proficiency and ability to quickly grasp knowledge of company products, software, and services.
Effective communication and collaboration skills with all levels of staff, and ability to work cross-functionally to achieve daily objectives.
Demonstrated capacity to exercise sound independent judgment aligned with business needs and organizational culture.
Proficiency in interpreting company data and reports to drive operational efficiencies and implement strategic improvements.
Rapid acquisition and adept utilization of SKIDATA software and other relevant applications.
Proven ability to efficiently manage and optimize a team of 10 to 15 employees concurrently.
Strong analytical skills to troubleshoot and resolve issues, as well as develop innovative solutions.
Adaptability to thrive in a dynamic, fast-paced environment, adjusting priorities as needed while maintaining a composed and professional demeanor.
Exceptional organizational, interpersonal, and communication skills, with acute attention to detail.
Demonstrated ability to collaborate effectively with all levels of staff, including executives.
Capability to work autonomously while providing regular updates on progress.
Fluent English essential

Nice To Haves

Other languages (e.g. Spanish/German) is a plus.

Responsibilities

Coordinate and schedule service technicians to ensure maintenance and service tasks are completed in a timely manner.
Monitor and manage financial aspects of service operations, including budgeting, forecasting, and cost control.
Lead and develop a team of service technicians, providing guidance, training, and performance evaluations.
Collaborate with other departments such as sales, operations, and customer service to ensure customer accounts are in exceptional standing.
Implement and maintain service standards to meet customer expectations and company objectives.
Monitor and analyze service performance metrics to identify areas for improvement and implement necessary changes.
Ensure compliance with company policies, procedures, and safety regulations in all service operations.
Work with our centralized customer support and technical support to deliver the agreed service performance to our customers.
Handle customer complaints, questions, and concerns.
Visit customers for service performance and system status review.
Position modernizations within the installed customer base.
Coordinate training and development of the service team.
Responsible for annual review of team members.
Review processes for continuous improvements.
Improve service contracts coverage and margin.
Reports financial results and service profitability to Regional Operations Manager and executive team as needed.
Other duties as assigned.