Manager, Field Services

Essintial Enterprise Solutions LLC • Hampden Township, PA

1d • $48,000 - $52,000 • Hybrid

About The Position

The Field Service Manager (FSM) is responsible for leading and managing field service personnel who perform on-site installations, maintenance, repairs, and other service-related activities. The FSM oversees daily operations, workforce scheduling, performance management, training, and customer service delivery. This role serves as a key escalation point for critical issues and provides leadership to ensure service excellence, operational efficiency, and adherence to contractual obligations.

Requirements

• Availability to support escalations in a 24/7/365 operating environment.
• Excellent written and verbal communication skills.
• Ability to communicate effectively with all organizational levels, including executive leadership.
• Strong leadership, organizational, and time-management skills.
• Proactive, forward-thinking mindset with strong attention to detail.
• Demonstrated ability to solve problems and make sound business decisions.
• Strong customer service orientation with an understanding of customer needs and expectations.
• Ability to manage multiple priorities in a fast-paced environment.
• Bachelor's degree or equivalent combination of education and relevant experience.
• 5–10 years of professional experience in service delivery, operations, or a related field.
• Minimum of 3 years of experience managing or supervising field service personnel.
• Proven ability to manage multiple complex and business-critical initiatives simultaneously.
• Experience working with both direct and indirect technical resources.
• Proficiency with business systems and applications, including: Microsoft Excel (required), Microsoft PowerPoint, Salesforce / Service Cloud, SharePoint, Five9, Microsoft Project, Business Objects.

Responsibilities

• Manage daily workload distribution and resource allocation to ensure balanced utilization across the team.
• Communicate project scope, service requirements, and customer expectations to field technicians.
• Oversee field operations to ensure work is completed in accordance with Statements of Work (SOWs), contractual requirements, budgets, and quality standards.
• Monitor and report operational performance metrics and key performance indicators (KPIs).
• Analyze service trends and performance data; provide recommendations to improve processes, efficiency, and service delivery.
• Lead team meetings and provide ongoing coaching, guidance, and support to employees.
• Clearly communicate performance expectations and ensure accountability.
• Manage all aspects of employee lifecycle activities, including recruiting, hiring, onboarding, performance evaluations, and employee development.
• Assess team performance, technical competency, and skill gaps; implement coaching, training, and performance improvement plans as needed.
• Ensure team members meet utilization and productivity targets and take corrective action when necessary.
• Serve as an escalation point for customer concerns, operational issues, and critical service events.
• Support business objectives through effective leadership, collaboration, and continuous improvement initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager