About the Role: The Field Training Manager is responsible for improving field performance across service and sales teams through hands-on training, ride-alongs, and targeted in-office coaching. This role blends technical training and sales skill development to drive measurable improvements in close rates, TGLs, average ticket, conversion %, and overall customer experience. The Field Training Manager spends the majority of time in the field working directly with technicians, installers, and comfort advisors, while also partnering with branch leadership to reinforce training in the office.
Field Manager Key Responsibilities:- Conduct regular ride-alongs with service technicians, installers, and sales advisors to coach real-time technical execution, diagnostics, and customer communication
- Reinforce best practices in call flow, needs discovery, options presentation, and closing techniques
- Identify individual skill gaps and provide immediate, actionable feedback
- Model expected behaviors and standards in customer homes
- Drive improvement in key KPIs and coach teams on value-based selling, ethical recommendations, and choice-driven presentations
- Improve technician confidence in identifying opportunities and communicating solutions clearly
- Deliver hands-on technical training covering diagnostics, repair vs. replace conversations, system operation, and installation fundamentals
- Ensure technicians can confidently explain equipment, warranties, and system benefits to customers
- Stay current on equipment, tools, and industry best practices to keep training relevant
- Lead structured in-office training sessions, workshops, and role-plays
- Support onboarding and ramp-up of new hires through field and classroom training
- Provide coaching plans for underperforming technicians or advisors
- Develop and refine scalable training materials including field playbooks, sales and service scripts, ride-along evaluation tools
Field Manager Qualifications:- 7+ years of experience in residential services
- Proven success in a field training, sales coaching, or technical leadership role
- Strong understanding of both technical service work and in-home sales processes
- Demonstrated ability to improve close rates, ticket size, and conversion through coaching
- Comfortable leading training in customer homes, shops, and office settings
- Strong communication skills with the ability to coach without authority
- Data-driven mindset with the ability to tie training to measurable outcomes
- Prior experience with ServiceTitan
Field Manager Interpersonal Qualifications:- Customer service focus and mindset, putting our employees and Partners first, with excellent ability to communicate and develop relationships.
- Exceptional problem-solving and conflict resolution abilities to improve things both big and small.
- Highly organized, ability to act quickly while still having attention to detail.
- Hold yourself to a higher standard and exhibit a high level of integrity.
