Reliability Field Service Manager

Wilcox + Flegel•Portland, OR

13d•Onsite

About The Position

At Guardian Reliability Services, we’re not just filling a leadership role - we’re building a multi-state field services team designed to set a new standard for reliability, customer service, and technical excellence. As our Reliability Field Service Manager, you’ll have the opportunity to shape the culture, develop top-tier technicians, expand operations across new territories, and leave your mark on a fast-growing service organization built for the future. This position requires frequent travel across customer and work sites.

Requirements

Strong customer-centric mindset with a proven ability to develop these capabilities in others.
Skilled at assessing and prioritizing competing demands and guiding the team toward effective action.
Quick learner who adapts well to changing environments; agile, flexible, and resilient.
Demonstrated experience leading projects and managing vendors or contractors to successful outcomes.
Adept at resolving customer issues and supporting the team in prompt, effective problem resolution.
Knowledge of local, state, and national regulations—including hazardous-waste requirements—and able to leverage or develop internal/external expertise.
Inspiring, approachable people leader with experience managing remote teams.
Strong mechanical aptitude supported by practical field service experience.
Highly detail-oriented, organized, and performance-focused.
Exceptional written and verbal communication skills.
Supportive mentor dedicated to developing and empowering others.
Technically proficient in field service software and reporting tools.
Effective at managing priorities and making sound, timely decisions.
Demonstrates high personal accountability and a strong “get it done” mentality.
Committed to fostering a positive team environment and supporting ongoing professional development.
Experienced in conflict resolution, coaching, and constructive performance management.
Focused on continuous improvement and proactive problem solving.
Associate’s degree or equivalent field experience required; Bachelor’s degree preferred.
5+ years of hands-on field service experience in mechanical or technical industries.
3+ years leading teams in a field service, mechanical, or technical environment.
Demonstrated ability to manage remote employees and maintain a consistent, positive culture.
Experience with CMMS systems, fleet management software (e.g., Samsara), and Microsoft Office Suite.
Proficiency using Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) required.
Unencumbered driver’s license and current auto insurance.
Current Medical Card
Acceptable Driving Record

Nice To Haves

Leadership or coaching certifications.
Familiarity with ISO cleanliness standards, fluid handling, filtration systems, or reliability engineering.
Prior experience managing field teams in industries such as maintenance, manufacturing, energy, or transportation.
Demonstrated success in implementing process improvements to enhance operational efficiency.
MLA, MLT preferred (or able to obtain within 12 months of hire).
Knowledge of general ERP, Field Service, & CMMS software preferred.

Responsibilities

Serve as primary field leader and point of escalation for service technicians.
Actively travel to customer locations to coach, support, and train field technicians.
Lead regular in-person and remote performance reviews, skill assessments, and development plans.
Foster a customer first culture that encourages growth, accountability, and pride in work.
Promote a culture of safety, collaboration, and respect in every work environment.
Ensure field services are executed safely, efficiently, and with excellence.
Coordinate technician schedules, job assignments, and logistics in alignment with customer needs and company capacity.
Maintain field readiness by overseeing truck inventories, tooling, and equipment inspections.
Review service logs, field data, and reports to ensure quality and identify improvement areas.
Uphold proper documentation practices in CMMS and related platforms.
Train and certify technicians to be fully competent and able to perform all service types to a high standard and ensure customer satisfaction.
Maintain frequent contact with team members to remove obstacles, streamline processes and procedures, and ensure profitable operations at each job.
Support strong, professional relationships with customers in the field.
Quickly and effectively resolve service-related issues and customer concerns.
Champion service excellence by ensuring each field visit reflects Guardian’s values and standards.
Act as customer advocate internally to ensure high-impact service delivery.
Proficiently utilize and train others in systems such as CMMS, Samsara, and Microsoft Office.
Leverage field technology to monitor service effectiveness, drive improvements, and coach team members.
Ensure accurate service documentation and KPI tracking on all platforms.
Contribute to team hiring, onboarding, and retention strategies.
Collaborate with operations and leadership to define and track key metrics.
Support budgeting, project planning, and improvement initiatives.
Identify and remove barriers to technician success and customer satisfaction.
Identify and cultivate opportunities to deepen customer value through upsell and cross-sell initiatives, aligning solutions with customer goals and business challenges.
Drive department growth by strategically expanding service coverage across the territory, identifying new customer opportunities, increasing service adoption, and optimizing field team deployment.