Sr. Field Service Manager

Mustang CAT•Houston, TX

About The Position

Mustang Rental Services is seeking an experienced Sr. Field Service Manager to lead field service operations across its Houston-area rental organization. This senior operational leadership role is accountable for field service execution across Rental Services and Heavy Rents, ensuring customers receive fast, reliable service. The position oversees customer breakdown response, technician deployment, dispatch operations, technical escalations, warranty recovery, and overall field service performance. The manager leads field service performance across multiple locations and teams, establishes service standards and customer response expectations, and develops field service leaders and technicians. The role works closely with Branch Operations, Fleet Management, Sales, Central Logistics, Service, Safety, OEMs, and vendors to improve customer uptime, technician productivity, warranty performance, and service operations.

Requirements

10+ years of service leadership experience.
5+ years leading field service operations.
Experience in equipment rental, heavy equipment, construction equipment, industrial services, or a heavy-equipment dealership environment.
Experience leading field technicians and service leadership teams.
Strong knowledge of field service dispatch, technician scheduling, and resource allocation.
Experience managing customer escalations and equipment breakdown response.
Working knowledge of warranty administration and recovery processes.
Strong understanding of technician productivity, utilization, and service KPIs.
Proven ability to lead across multiple departments and operational functions.
Strong financial and operational business acumen.

Nice To Haves

Multi-location leadership experience is strongly preferred.
Bachelor’s degree in Business, Engineering, Operations Management, or a related field is preferred.

Responsibilities

Lead field service operations across Mustang Rental Services and Heavy Rents.
Establish service standards, dispatch protocols, and customer response expectations.
Drive timely and effective responses to customer breakdowns and emergency service needs.
Monitor customer uptime, response times, first-time fix rates, technician utilization, and other service metrics.
Lead and develop District Service Managers, the Claims & Warranty function, and Field Service Dispatch.
Optimize technician scheduling, routing, deployment, and workloads based on customer priority, geography, and technical skill requirements.
Lead escalations involving complex equipment issues and significant customer service events.
Coordinate technical resources for strategic accounts, major projects, and shutdowns.
Partner with OEM and vendor resources on complex technical issues when needed.
Identify recurring equipment failures and work with internal teams on corrective actions.
Improve warranty identification, claim accuracy, recovery, and overall warranty performance.
Manage field service labor productivity, overtime, travel expenses, and service costs.
Recruit, develop, and retain field service leaders and technicians.
Support technician training, certification, succession planning, and leadership development.
Partner with Branch Operations, Fleet Management, Sales, Central Logistics, Service, and Safety.
Promote a culture of safety, urgency, accountability, customer service, and technical excellence.