Field Service Manager

Overview

The Field Service Manager ensures exceptional customer service experience while supporting profitability goals. Responsibilities include presenting service strategies and performance metrics to senior leadership, leading field safety initiatives, and managing accident investigations and safety reporting. The role also enforces accurate documentation and timely updates in service tickets, ensures clear and consistent customer communication, and oversees the escalation resolution process to guarantee swift and effective issue resolution.

 

This position will support areas within TX, NM, AR, MS, TN, and LA. 

Responsibilities

• Evaluate technician performance through “ride alongs”, productivity reports and service activity and then follow up by providing appropriate guidance and training Improve team approach to customer satisfaction.
• Build solid relationships with personnel and customers with two-way communication.
• Keep Safety a priority for Field Service Technicians and Customers in the field.
• Ensure that the service area has a full complement of qualified Field Service Technicians
• Apply planning and metrics to monitor and evaluate performance of Field Service Technicians.
• Manage Service Calls and Part requirements of Field Service Technicians.
• Receive and Respond to Customer Escalation in a timely manner.
• Conduct service meetings to cover technical, business and customer relation issues.
• Other duties as necessary and/or assigned.

Qualifications

• Associate degree or Technical Certificate; Bachelor’s Degree preferred.
• Proven Service management experience of at least five years
• Strong Field Service experience
• Exhibits leadership behaviors that show the individual is focused on meeting customer needs, driving solutions, meeting commitments, and building teams.
• Invest approximately 50% of the time in the field.
• Excellent written and oral communication, interpersonal skills, planning and the ability to monitor activities according to priorities.
• Computer savvy (Microsoft Office suite)
• Strong time management skills

 

 

CHARACTERISTICS

• Flexibility
• Integrity
• Results Oriented

Competencies

• Judgement
• Commitment
• Organizational Skills
• Accuracy