Project Field Service Manager

Bigge Crane and Rigging Co.•Houston, TX

About The Position

The Project & Field Service Manager coordinates customer projects, onsite crane operations, and field service activities throughout an assigned area. The position is the primary point of contact among customers, Bigge onsite personnel, and internal Sales, Operations, Service, Safety, and supporting departments. It combines hands-on field involvement with project coordination, technician supervision, preventive maintenance planning, repair management, customer communication, service documentation, and financial accountability. The manager helps ensure projects and service work are completed safely, efficiently, on schedule, and in accordance with customer expectations and Bigge standards. The role regularly involves work at customer jobsites, Bigge facilities, and other field locations. Travel within the assigned territory and occasional overnight travel may be required. The employee must be available for after-hours and weekend calls as business and customer needs require, and work in active construction and heavy-equipment environments while following applicable personal protective equipment requirements.

Requirements

High school diploma or equivalent.
Demonstrated competency diagnosing, repairing, and maintaining engines, transmissions, hydraulic systems, electrical systems, and load moment indicator systems across multiple equipment lines.
Strong working knowledge of Microsoft Office, smartphones, tablets, work-order systems, and project-management software.
Ability to read and understand technical manuals, service information, inspection reports, work orders, and customer requirements.
Ability to troubleshoot minor equipment problems remotely and provide practical technical direction.
Excellent verbal and written communication skills and strong customer-service and relationship-management skills.
Strong organizational, scheduling, and time-management abilities, with attention to detail and documentation accuracy.
Ability to manage multiple priorities, projects, technicians, and equipment issues simultaneously; remain calm and make sound decisions under pressure.
Professional, patient, approachable leadership style and commitment to workplace health and safety.
Ability to work independently while communicating effectively with leadership and supporting departments.
Ability to resolve conflict and coordinate with customers, technicians, operators, vendors, and internal teams.
Financial awareness and ability to balance customer satisfaction, equipment uptime, safety, and company profitability.
Ability to recognize emerging risks, escalate issues appropriately, and drive corrective actions through completion.
Availability for after-hours and weekend calls as business and customer needs require.
Ability to work at customer jobsites, Bigge facilities, and other field locations, including active construction and heavy-equipment environments, and comply with applicable personal protective equipment requirements.

Nice To Haves

At least three years of crane mechanic or comparable heavy-equipment service experience.
One to two years of prior supervisory or team-lead experience.
Crane operation, crane rental, rigging, ironworking, construction, or project-management experience.
Experience supporting active construction projects and customer jobsites.
Associate or bachelor’s degree in construction management, business, heavy-equipment technology, or a related field; relevant crane-industry and leadership experience may be substituted.
OSHA 10-Hour Construction, First Aid/CPR, crane inspection, manufacturer technical training, or recognized project-management credentials.

Responsibilities

Serve as the primary point of contact between customers and Bigge’s onsite personnel, maintaining communication with customers and internal departments about project status, equipment requirements, service needs, and operational concerns.
Assist in the field, monitor project progress against schedules and commitments, and serve as Bigge’s onsite superintendent or project representative on designated construction projects.
Attend and lead customer and project meetings; document discussions, commitments, issues, and follow-up actions.
Develop and maintain project schedules, milestones, action-item lists, and equipment-readiness plans.
Coordinate crane inspections and equipment mobilization, demobilization, replacement, and exchange logistics, including cranes, trucks, and support equipment.
Maintain accurate records of crane hours, equipment usage, service activity, inspections, incidents, and other project documentation.
Coordinate with customer mechanics and schedule Bigge technicians or outside service providers; provide customers with service reports, inspection documents, maintenance records, and repair updates.
Respond to customer concerns and coordinate internal resources to resolve them.
Lead project closeout, including outstanding repairs, documentation, final customer communication, equipment demobilization, billing support, and lessons-learned review.
Receive and evaluate equipment service requests and schedule and dispatch field service technicians according to urgency, capabilities, location, customer requirements, and equipment availability.
Prioritize equipment-down situations based on safety, customer impact, contractual commitments, repair complexity, and available resources.
Coordinate planned maintenance for field service and lube technicians; verify preventive maintenance, inspections, and corrective repairs are completed on time and escalate overdue items.
Assist technicians with mechanical, hydraulic, electrical, engine, transmission, and load moment indicator troubleshooting; troubleshoot minor issues remotely and provide technical direction when appropriate.
Research and order repair parts, coordinate with Parts, Service, Operations, and vendors, and issue, update, maintain, and complete field or shop work orders.
Monitor service requests and work orders through completion, communicate repair status and estimated completion times, and confirm repairs meet Bigge and manufacturer quality standards before equipment returns to service.
Review repeat failures, excessive downtime, and recurring problems to identify root causes and coordinate corrective action.
Review and approve technician timesheets; verify service reports, parts requisitions, inspection reports, invoices, photographs, and customer information are complete and accurate.
Ensure service documentation is submitted for record retention and provide Service Billing with supporting information needed for customer billing.
Verify customer-billable work is identified, documented, and communicated; maintain project and equipment records in company systems.
Monitor service costs and communicate unfavorable variances; assist with cost-to-complete estimates and explanations of budget or schedule variances.
Confirm additional work outside the original customer agreement is documented and approved before it is performed or billed whenever circumstances allow.
Track operational measures including equipment downtime, response time, preventive-maintenance compliance, open work-order aging, overtime, repeat repairs, and customer-billable recovery.
Supervise field service technicians, lube technicians, and assigned service administrative personnel; provide clear assignments, priorities, deadlines, and customer expectations.
Train and coach employees on company procedures, documentation, customer service, safe work practices, technical performance, productivity, attendance, and other job expectations.
Identify development needs and coordinate OEM, technical, safety, and leadership training; recognize strong performance and address concerns with the Service Manager and Human Resources.
Maintain a professional, respectful, and productive work environment and coordinate staffing and service coverage with Service and Operations leadership.
Promote workplace safety, report unsafe conditions and incidents, and ensure technicians follow company policies, customer requirements, manufacturer procedures, and applicable safety regulations.
Maintain a safety presence onsite; participate in safety meetings, pre-job planning, incident reviews, and corrective-action follow-up as required.
Verify employees have required training, qualifications, tools, personal protective equipment, and job-specific information, and exercise stop-work authority when an immediate risk exists.