Onsite Field Service Manager

Position Description

Position Description:

We are looking for team players who are curious enough to ask questions and explore new ideas, passionate enough to serve our customers, and ready to take ownership of challenges and grow with us. We are a team, first and foremost, and we take pride in our collaborative efforts! The Field Service Manager oversees the planning, coordination, and management of field service technicians to ensure timely and high-quality service delivery. This role focuses on optimizing workforce efficiency, maintaining customer satisfaction, and supporting continuous improvement in service operations.

Key Responsibilities

Key Responsibilities:

• Manage and lead the field service team, including scheduling, dispatching, and performance management.
  
• Develop and implement service procedures and standards to ensure consistency and quality across all field operations.
  
• Monitor service metrics such as response times, first-time fix rates, and customer satisfaction to drive operational improvements.
  
• Coordinate with sales, logistics, and technical support to prioritize service requests and resource allocation.
  
• Oversee training and development programs for field technicians to maintain technical competency and safety compliance.
  
• Manage budgets, equipment, and inventory related to field service activities.
  
• Handle escalated service issues and customer complaints, ensuring prompt resolution and customer retention.
  
• Implement technology solutions and tools to optimize scheduling, reporting, and communication with field teams.
  
• Analyze field service data to identify trends, reduce costs, and enhance service delivery processes.
  

Required Education & Qualifications

Required Qualifications:

• 5+ years of experience in field service operations, with at least 2 years in a managerial or supervisory role.
  
• Strong leadership and team management skills, with a focus on coaching and developing field staff.
  
• Proficient in field service management software (e.g., ServiceMax, FieldAware) and CRM platforms.
  
• Excellent organizational and multitasking abilities to manage a dynamic workload and diverse team.
  
• Strong problem-solving skills and ability to handle complex customer service challenges.
  
• Solid understanding of technical products and troubleshooting processes relevant to the industry.
  
• Experience managing budgets and operational costs effectively.
  
• Excellent communication and interpersonal skills to collaborate with internal teams and customers.
  
• Commitment to safety standards and regulatory compliance in field operations.

Education Requirements:

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