National Field Service & Authorized Network Manager

Stanley Black & Decker, Inc.•Maryland USA - Remote, MD

2d•$95,600 - $153,900•Remote

About The Position

The National Field Service & Authorized Network Manager leads field service excellence, expands authorized service capabilities, and drives profitable service growth across strategic markets in the United States. The role combines team leadership, customer engagement, business development, operational oversight, and cross-functional collaboration to strengthen after-sales support and improve the customer experience. The position is remote, based in the USA, and requires up to 60% national travel. The manager leads the National Field Service Coordinator team and the Authorized Service function; develops field service and Authorized Service strategies and programs; supports sales growth through demonstrations, training, customer account development, and prospecting; and oversees Authorized Service Center performance, training, compliance, and partner onboarding. The role manages financial performance and budgets, uses data and CRM/ERP tools to monitor results, improves service processes, and coordinates with product, marketing, finance, operations, supply chain, IT, and customer service teams. It also includes preparing business reviews for senior leadership and developing team members through coaching, performance reviews, and goal setting.

Requirements

Minimum of 5 years of experience in sales and customer service.
Experience with power tools and the construction industry.
Willingness to travel up to 60% within the assigned sales territory, with occasional travel outside the territory, including trips of up to two weeks at a time.
Experience with point-of-sale systems and purchase order entry.
Proficiency with CRM tools such as Salesforce, ERP systems such as SAP, and Microsoft Office applications including Excel, PowerPoint, and Word.
Strong analytical skills and ability to interpret service, sales, and financial data to inform decisions.
Excellent verbal and written communication skills, including the ability to present to senior leadership and external partners.
Ability to manage multiple priorities, lead cross-functional initiatives, and deliver results in a fast-paced environment.

Nice To Haves

Bachelor’s degree preferred; a degree in Business, Operations Management, Engineering, or a related field is a plus.
Experience managing or developing a geographically dispersed team.

Responsibilities

Lead, coach, train, and develop the National Field Service Coordinator team and Authorized Service teams, setting direction, goals, and accountability.
Develop and execute short- and long-term strategies to strengthen U.S. field service support and grow service business across strategic markets.
Partner with Sales and Field End User Specialists to conduct end-user demonstrations, product knowledge events, and safety training.
Manage and grow end-user accounts through strategic planning and tailored customer support; visit buying offices and job sites to support product placement, product seeding, and end-user conversion.
Identify sales opportunities, prospect for new customers, expand the account base, and offer solutions that support profitable growth.
Support repair marketing programs by promoting products and accessories, converting competitive products, and gaining market share.
Track and report KPIs, including response time, first-call resolution, customer satisfaction, and service revenue growth.
Resolve escalated customer issues and warranty disputes in a timely manner.
Lead Authorized Service initiatives and collaborate with product, brand, marketing, finance, and field service teams to develop and implement programs.
Create and launch programs that increase sales and repair activity through the Authorized Service Center network, and execute related marketing and promotional plans.
Monitor market trends and recommend changes to marketing, sales, and product strategies.
Establish Authorized Service Center performance standards and scorecards covering repair quality, turnaround time, warranty compliance, and customer satisfaction.
Develop training curricula and certification programs to maintain Authorized Service Center technician product knowledge and repair competency.
Conduct business reviews with key Authorized Service Center partners to drive accountability and identify growth opportunities.
Manage financial performance for Field Service and Authorized Service, including sales, SGM, operating margin, and annual budgets for travel, training, and program spending.
Use data analytics and CRM/ERP platforms to monitor team performance, pipeline activity, and service center metrics.
Identify and implement process improvements to reduce cost-to-serve, improve turnaround times, and increase service efficiency.
Maintain accurate service center and partner information, including the online DEWALT Service Locator.
Audit Authorized Service Center compliance with warranty policies, repair standards, and contractual obligations.
Manage Authorized Service Center partner onboarding and offboarding, including contracts, system setup, and training completion.
Coordinate with supply chain and parts distribution teams to provide Authorized Service Centers timely access to repair parts and accessories.
Compile, analyze, and report Authorized Service business performance data for strategic planning and decision-making.
Partner with PSD Marketing to develop marketing and promotional materials; collaborate across service, marketing, operations, customer service, IT, and digital teams to resolve issues and improve systems and customer-facing platforms.
Prepare and present monthly and quarterly business reviews to senior leadership, summarizing performance, trends, and strategic recommendations.
Promote a customer-centric, collaborative, accountable, continuously improving, and data-driven service culture.
Conduct regular team performance reviews, establish development plans, and recognize strong performance.

Benefits

Medical insurance
Dental insurance
Life insurance
Vision insurance
Disability benefits
401(k)
Employee Stock Purchase Plan
Paid time off, including paid vacation, holidays, and personal days
Tuition reimbursement
Wellness programs
Discounts on Stanley Black & Decker tools and products
Discount programs for other vendors and partners
Access to learning and development resources, including a digital learning portal, Lean Academy, and online university