Manager Field Service Operations

Sagent•Coppell, TX

7d•Onsite

About The Position

The Manager Field Service Operations is responsible for the end-to-end execution of field service operations, ensuring customer work orders are scheduled, tracked, communicated, and completed in accordance with service level commitments. This role leads the Service Coordination and Dispatch team and serves as the operational hub between customers, technicians, program management, procurement, and leadership. The successful candidate will drive accountability throughout the service delivery lifecycle, ensuring every service ticket is actively managed from receipt through completion, while maximizing technician utilization, customer satisfaction, first-time fix rates, and operational efficiency.

Requirements

5+ years of experience leading field service operations, dispatch, service coordination, or service delivery teams.
Experience managing multi-site or geographically dispersed field service organizations.
Strong understanding of service dispatching, technician scheduling, work order management, and customer communication.
Experience with field service management platforms such as ServiceTitan, Salesforce Field Service, Microsoft Dynamics Field Service, Oracle Field Service, ServiceMax, or similar systems.
Proven track record improving operational KPIs and service delivery performance.
Strong leadership, communication, problem-solving, and organizational skills.

Nice To Haves

Experience within one or more of the following industries is highly preferred: Commercial equipment service, Retail technology service, Food equipment service, HVAC service, Industrial field service, Medical equipment service, Telecommunications field service, Facility maintenance service.

Responsibilities

Lead and develop the Service Coordination and Dispatch team.
Establish a culture of ownership and accountability for ticket lifecycle management.
Ensure all service requests are actively managed from assignment through closure.
Drive adherence to customer SLAs and internal service delivery standards.
Develop and implement scalable service processes to support rapid business growth.
Oversee scheduling and dispatch of field technicians across multiple markets.
Monitor open work orders and proactively manage ticket aging.
Ensure service coordinators maintain visibility into ticket status, customer communication, parts availability, and technician progress.
Escalate service risks, missed commitments, resource constraints, and customer issues as appropriate.
Drive timely ticket closure and documentation completeness.
Ensure customers receive timely updates regarding service status, delays, parts issues, and completion.
Manage service escalations and coordinate cross-functional resolution.
Develop processes to improve customer satisfaction and service responsiveness.
Partner with Program Managers and Account Managers to support customer retention and growth.
Optimize technician utilization, routing, and scheduling efficiency.
Coordinate technician availability, travel, training schedules, and workload balancing.
Partner with Service Managers regarding technician performance, recurring service issues, and skill development needs.
Identify resource gaps and staffing requirements to support growth.
Partner with Procurement and Inventory teams to resolve parts shortages and expedite critical materials.
Coordinate with Finance regarding billing readiness and work order completion.
Work closely with Program Management on customer priorities, reporting, and service performance.
Support implementation and optimization of field service management systems and operational tools.
Develop and maintain service operations dashboards and KPI reporting.
Analyze service trends, bottlenecks, technician productivity, and customer performance metrics.
Lead initiatives to improve service delivery efficiency, first-time fix rates, and SLA performance.
Standardize processes and implement best practices across all markets.