Senior Field Service Manager

Yancey Bros. Co.•Griffin, GA

2d•Hybrid

About The Position

The Senior Field Service Manager leads and manages all field service operations, including technicians, service managers, dispatch, and customer support. This role develops strategies to improve service delivery, maximize customer satisfaction, optimize workforce productivity, and achieve financial and operational goals.

Requirements

Bachelor's degree in Business, Engineering, Operations Management, or a related field.
8–15+ years of progressive experience in field service, operations, or service management.
5+ years of leadership experience managing large, geographically dispersed teams.
Strong financial acumen, including budgeting and P&L management.
Experience with Field Service Management (FSM) systems (such as Salesforce Field Service, ServiceMax, or Microsoft Dynamics 365 Field Service).
Excellent leadership, communication, and problem-solving skills.
Acting in a safe manner.
Exhibiting honesty and integrity.
Acting in a fair and ethical manner.
Team mentality.
Delivering quality results.
Embraces change / improvement.
Exhibiting superior customer service skills.
Exhibiting pride and ownership.
Working with a sense of urgency.
Exhibiting a winning attitude.

Nice To Haves

OSHA30

Responsibilities

Lead and manage field service teams across multiple regions or locations.
Develop and implement field service strategies aligned with company objectives.
Establish and monitor key performance indicators (KPIs) such as: First-time fix rate, Response time, Technician utilization, Customer satisfaction (CSAT), Service profitability.
Oversee scheduling, dispatching, and resource allocation.
Ensure compliance with safety regulations, company policies, and industry standards.
Manage departmental budgets, forecasts, and cost controls.
Build strong relationships with customers and key stakeholders.
Identify opportunities to improve operational efficiency through technology and process improvements.
Collaborate with Sales, Operations, Engineering, Supply Chain, and Customer Support teams.
Recruit, develop, coach, and retain high-performing service leaders and technicians.
Resolve escalated customer issues and implement corrective actions.
Drive continuous improvement initiatives using Lean, Six Sigma, or other operational excellence methodologies.
Participate in required safety program, and work in a safe manner.
Assisting in any other branch function as needed and assigned by management.