Manager Field Service
About The Position
The Field Service Manager manages one or more generally homogeneous teams of professional Field Service Technicians, ensuring service delivery excellence, customer satisfaction, and alignment with operational objectives. The role is accountable for team performance, resource allocation, and execution of departmental plans. The manager sets short-term operational priorities and adjusts resource plans to meet customer and program requirements. They provide performance management, coaching, training, and development for team members, and align service team objectives with departmental goals and contractual commitments. The role also provides technical guidance to field service staff and customers, addresses issues affecting mission capability, and supports operational readiness by helping meet system operational performance (Ao) and minimize downtime. The position identifies and resolves technical and operational problems in the field, supports root-cause analysis, ensures timely corrective actions, and drives continuous improvement. Decisions and performance influence service delivery, quality, timeliness, customer satisfaction, and contract performance. The manager communicates technical decisions, expectations, and program-related information to technicians and customer counterparts, and guides or influences internal and external stakeholders.
Requirements
- Bachelor’s degree in engineering, electronics, or a related discipline, or equivalent related experience in lieu of a degree.
- At least 5 years of relevant experience.
- At least 2 years of formal management experience.
- Experience managing technical personnel in defense, avionics, mission systems, or similar environments.
- Ability to lead others in solving complex problems and provide guidance with minimal supervision except in the most complex situations.
- Strong analytical skills and proficiency in identifying innovative solutions to technical and process issues.
- Ability to communicate complex technical concepts clearly and influence others across teams.
Responsibilities
- Manage one or more generally homogeneous field service teams.
- Set short-term operational priorities and adjust resource plans to meet customer and program requirements.
- Provide performance management, coaching, training, and development for team members.
- Align service team objectives with departmental goals, contractual commitments, and operational readiness.
- Help meet system operational performance (Ao) and minimize downtime.
- Provide technical guidance to field service staff and customers, and escalate and resolve issues that impact mission capability.
- Ensure compliance with procedures, quality standards, and safety guidelines.
- Identify and resolve technical and operational problems in the field, considering their broader departmental impacts.
- Ensure timely corrective actions, support root-cause analysis, and drive continuous improvement.
- Communicate technical decisions, expectations, and program-related information clearly to technicians and customer counterparts.
- Guide and influence internal or external stakeholders to adopt recommendations.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
