Field Service Manager

Overview

The Field Service Manager is responsible for leading and overseeing the round-the-clock operations of the field service team on the West Coast or East Coast (Position Dependent), ensuring that technicians deliver efficient, high-quality service to our valued clients. This role prioritizes excellent customer service, with a strong focus on meeting client needs and ensuring satisfaction throughout every service interaction.

This role is integral to ensuring a seamless and high-quality service experience for all clients while fostering long-term relationships through excellent customer care.

• Team Management: Supervise, audit and support a team of field service technicians and service coordinator to maintain high service standards.
• Travel: Expected travel to customer sites 80%.
• Scheduling and Dispatch: Oversee job scheduling and dispatching of technicians for service calls, managing daily workflow to ensure timely service delivery.
• Customer Communication: Act as a liaison with clients to ensure clear communication on service timelines, expectations, and progress.
• Troubleshooting Support: Provide guidance to technicians on service issues, ensuring quick problem resolution together with the Global Helpdesk and Engineering support.
• Performance Monitoring: Track and report on technician performance, including KPIs such as response times, resolution rates, and customer satisfaction, as well as auditing of technician service reports, time sheets and travel expenses.
• Oversee scheduling of both corrective and preventative maintenance to optimize efficiency and minimize downtime for clients.
• Maintain a strong customer-focused approach, ensuring all service interactions exceed customer expectations.
• Collaborate with the Service Director to align field operations with departmental goals.
• Provide continuous training and development opportunities for field technicians to enhance their skills and customer service capabilities.
• Proactively engage with customers to ensure their needs are being met and to identify opportunities for improving service delivery.
• Ensure timely response to customer service requests, addressing any concerns or issues promptly.
• Quality Assurance: Conduct field audits and inspections to ensure compliance with safety, regulatory, and quality standards.
• Inventory Management: Coordinate with supply chain and logistics to manage inventory levels of tools, parts, and equipment required for field operations.
• Cost Control: Manage operational budgets and control costs associated with travel, equipment, and other field-related expenses.
• Policy Implementation: Enforce company policies and procedures related to field service, ensuring alignment with organizational standards.

• Bachelor’s degree in engineering, Business Administration, or a related field (preferred).
• 3-5 years of experience in field service or operations management.
• Power Generation Experience (Desired).
• Strong leadership skills with experience managing field technicians and team building.
• Proficient in scheduling software, CRM systems, and data analysis.
• Excellent communication and problem-solving abilities.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Previous experience with quality methodologies.

• Estimated compensation: $90,000 - $110,000 annually.
• Comprehensive healthcare coverage (medical, dental, and vision).
• Retirement plan options available (401k).
• Generous paid time off for vacation, sick leave, and public holidays.