Sr. Field Service Manager

Mustang CAT•Houston, TX

11d•Onsite

About The Position

Mustang Rental Services is seeking an experienced Sr. Field Service Manager to lead field service operations across our Houston-area rental organization. This is a senior operational leadership role responsible for ensuring our customers receive fast, reliable field service when and where they need it. The Sr. Field Service Manager will lead field service execution across both Rental Services and Heavy Rents, with responsibility for customer breakdown response, technician deployment, dispatch operations, technical escalations, warranty recovery, and overall field service performance. The ideal candidate brings strong experience leading heavy equipment, construction equipment, rental, industrial, or dealership service operations and knows how to build teams and processes around one critical goal: keeping customers up and running.

Requirements

10+ years of service leadership experience
5+ years leading field service operations
Experience within equipment rental, heavy equipment, construction equipment, industrial services, or a heavy-equipment dealership environment
Multi-location leadership experience strongly preferred
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

Bachelor’s degree in Business, Engineering, Operations Management, or a related field preferred

Responsibilities

Lead field service operations across Mustang Rental Services and Heavy Rents.
Establish service standards, dispatch protocols, and customer response expectations.
Drive fast, effective response to customer breakdowns and emergency service needs.
Monitor customer uptime, response times, first-time fix rates, technician utilization, and other key service metrics.
Lead and develop District Service Managers, the Claims & Warranty function, and Field Service Dispatch.
Optimize technician scheduling, routing, deployment, and workload 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 to implement 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 high-performing field service leaders and technicians.
Support technician training, certification, succession planning, and leadership development.
Partner closely with Branch Operations, Fleet Management, Sales, Central Logistics, Service, and Safety.
Promote a strong culture of safety, urgency, accountability, customer service, and technical excellence.