Senior Field Service Manager

About the role

The Senior Field Service Manager – QSR is a senior customer-facing technical, operational and people‑leadership role responsible for protecting and strengthening assigned installed business across a multi‑site QSR portfolio. The role owns service and adoption health, leads complex technical and operational interventions, converts field evidence into decision‑ready business recommendations, orchestrates field resources and dependencies, and develops field capability so customer execution is reliable, scalable and not dependent on one individual. The Senior FSM operates with high autonomy, sound judgment under ambiguity, disciplined planning and low routine managerial intervention.

Key responsibilities

• Own service, adoption and operational account health for assigned installed accounts; maintain a clear view of key risks, open loops, customer sentiment, baseline trends and next interventions.
• Build direct working relationships with customer operations, QA/Food Safety, store operations and other relevant operational stakeholders.
• Lead complex or ambiguous technical investigations using structured root‑cause, hypothesis‑based and evidence‑driven problem solving.
• Lead critical rollouts, go‑lives, repeat‑failure recovery and high‑risk customer interventions; coordinate resources, materials, site readiness and escalation paths.
• Maintain forward visibility of customer commitments, field‑resource deployment, travel, materials, technical dependencies and protected strategic work.
• Deploy and reprioritize field resources based on account priority, complexity, geography, capability and sustainable workload.
• Set clear work objectives, authority boundaries, evidence requirements, escalation triggers and closure standards before delegating field activity.
• Coach field resources in customer communication, technical execution, field observation, documentation, prioritization and escalation judgment.
• Convert field evidence into concise, decision‑ready updates that state the situation, key findings, impact, recommendation, owner and timing.
• Complete required CRM, service and management reporting accurately and on time; keep communication concise, customer‑ready and decision‑useful.

About you

• Bachelor's degree in a relevant discipline or equivalent combination of education and directly relevant experience.
• At least 5 years of relevant experience in foodservice operations, field service, technical customer support, technical sales support, account service, or a comparable environment.
• Demonstrated experience leading complex or multi‑site customer work, projects, rollouts or technical interventions with multiple dependencies.
• Demonstrated ability to lead, coach or deploy field resources and improve the capability of others.
• Prior foodservice / QSR, sanitation, hygiene, food safety, equipment‑service or related customer environment experience is strongly preferred.
• Strong written and verbal communication, structured problem solving, planning, stakeholder influence and business judgment.
• Ability to operate independently under ambiguity and pressure with limited routine direction.
• Valid driver's license and ability to travel regularly for customer and field requirements.
• Working proficiency with company digital tools, CRM/reporting systems and standard productivity applications.