Field Service Analytics Manager- Dashboards & Insights

PURPOSE OF POSITION:

The purpose of the Field Service Analytics Manager- Dashboards & Insights is to develop, lead, and support analytics, reporting, and dashboard capabilities for the Field Service organization. This role is responsible for unlocking insights that support strategic decision making, performance management, operational visibility, and continuous improvement across Field Service. This position will help establish and lead a team of analysts supporting Field Service operations. The Manager will be responsible for developing dashboards, defining key performance indicators, analyzing operational and customer data, and partnering with Field Service leadership, IT Business Intelligence, Data Science, Infrastructure, and other business partners to ensure the right analytical structure, tools, and reporting processes are in place.

SUPERVISORY RESPONSIBILITIES:

• This position directly supervises Field Service Analysts and/or other analytics support roles as assigned. The Manager is responsible for leading, coaching, and developing analysts by setting clear expectations, providing guidance, reviewing work, and supporting professional growth. This role also establishes analytics best practices, reporting standards, and consistent processes for dashboard development, data analysis, and insight delivery. The position requires regular collaboration with Field Service leadership, IT Business Intelligence, Data Science, Infrastructure, Operations, Finance, and other internal business stakeholders.

ESSENTIAL FUNCTIONS:

• Lead the development and execution of Field Service analytics, reporting, dashboard, and KPI strategies.

• Establish, track, and maintain key Field Service performance metrics to provide visibility into operational performance, trends, risks, and improvement opportunities.

• Build, maintain, and improve dashboards and reporting tools to support Field Service leadership, operational teams, and business stakeholders.

• Partner closely with IT Business Intelligence, Data Science, Infrastructure, and other analytics teams to ensure data sources, reporting structures, and analytical tools are accurate, reliable, and aligned with business needs. 

• Analyze large datasets related to Field Service performance, customer behavior, marketplace dynamics, technician readiness, productivity, operational efficiency, and other business priorities.

• Translate business questions and operational needs into analytical frameworks, dashboards, reports, and actionable recommendations.

• Communicate insights, trends, risks, and recommendations clearly to leadership and stakeholders in a way that supports decision-making and business action.

• Develop and document reporting methodologies, KPI definitions, dashboard logic, assumptions, and analytical processes to ensure consistency and transparency.

• Leverage Tableau, Snowflake, SQL, AI tools, automation, and other modern analytics workflows to improve reporting efficiency, insight generation, and decision support.

• Use exploratory data analysis and, when appropriate, more advanced statistical methods to identify trends, gaps, correlations, and performance improvement opportunities.

• Foster a culture of curiosity, accountability, accuracy, and proactive communication within the analytics team.

• Support performance management initiatives by providing data visibility and analysis tied to business goals, service delivery, readiness, productivity, and operational outcomes.

• Collaborate with business leaders to identify reporting gaps, improve data quality, and develop scalable analytics solutions.

• Mentor analysts in technical skills, business acumen, stakeholder communication, and data driven problem solving.

• Perform other duties as assigned by management.

COMPETENCIES:

• Analytical Thinking: Ability to interpret complex datasets, identify trends, evaluate business performance, and develop meaningful insights that support operational decision-making.

• Business Acumen: Understands Field Service operations, customer needs, performance drivers, and organizational priorities, and applies that understanding to reporting and analytics work.

• Data Visualization: Ability to design clear, accurate, and actionable dashboards and reports using visualization tools such as Tableau.

• Technical Aptitude: Demonstrates proficiency