Field Service Manager

Summary/Objective:

The Field Service Manager is responsible for leading and managing a team of Field Service Engineers delivering onsite technical services to customers in support of mission-critical data center systems. This role oversees the full service lifecycle - including installation, startup, commissioning, and both remedial and preventative maintenance - for advanced liquid cooling equipment. Acting as a trusted technical leader and customer advocate, the Field Service Manager ensures reliable, high-performance operation of mission-critical infrastructure in AI/HPC environments while driving team development, operational excellence, and customer satisfaction.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Team Leadership & People Management

• Lead, mentor, and develop a team of Field Service Engineers, fostering a culture of technical excellence, accountability, and continuous improvement.
• Manage field service staffing, scheduling, and deployment to ensure adequate coverage across customer accounts and service territories.
• Conduct regular performance reviews, set individual goals, and support professional development for direct reports.
• Recruit, onboard, and train new Field Service Engineers as the team scales.

Installation, Startup & Commissioning

• Oversee and support system deployment projects, ensuring Field Service Engineers deliver quality installation, startup, and commissioning services for mission-critical liquid cooling systems.
• Serve as a technical escalation point for troubleshooting and fault isolation of PLCs, electromechanical systems, networking, and cooling equipment during deployment.
• Ensure proper parts and component identification and availability to resolve equipment issues during installation and commissioning.

Field Service Operations & Customer Support

• Manage service dispatch and response operations to ensure SLA compliance across scheduled and unscheduled customer service requests.
• Serve as a primary point of escalation for complex technical issues and customer concerns, driving timely and effective resolution.
• Maintain accountability for the accuracy and timeliness of customer service records and reporting within the service management platform.
• Build and sustain strong customer relationships, acting as a trusted advisor throughout the service engagement lifecycle.
• Drive continuous improvement of field service procedures, product manuals, and operational processes based on field insights and customer feedback.

Technical Documentation & Knowledge Sharing

• Oversee the creation and maintenance of service bulletins, procedures, and technical documentation.
• Lead the development of training content and deliver or coordinate technical training for customers and Field Service Engineers.
• Ensure knowledge base articles and technical resources are current, accurate, and accessible to support internal teams and customer operations.

Collaboration & Continuous Improvement

• Partner with sales and business development teams as a technical resource to support customer engagements, solution development, and service expansion opportunities.
• Lead participation in process improvement initiatives and the development of new service offerings.
• Synthesize field feedback from the team and communicate insights to engineering, product, and service leadership to drive continuous improvement of systems and support models.
• Collaborate cross-functionally with operations, logistics, and procurement to ensure field readiness and parts availability.

Competencies:

• Proven leadership and team management capabilities with a track record of developing high-performing technical teams.
• Strong technical troubleshooting and problem-solving skills with sound judgment and the ability to serve as a field escalation resource.
• Excellent customer relationship management and communication skills, with the ability to navigate complex service situations professionally.
• Ability to interpret technical drawings, schematics, and specifications.
• Strong organizational skills with the ability to prioritize and manage multiple service operations simultaneously.
• Flexibility to travel 25%-50%, occasionally with short notice.
• Willingness to support a 24/7 on-call environment and respond to escalations as needed.
• Ability to meet all customer-specific background and security requirements.

Supervisory Responsibility:

This position has direct supervisory responsibility for a team of Field Service Engineers and is accountable for their performance, development, scheduling, and day-to-day management.

Work Environment:

This role involves a combination of office-based management activities and periodic work in customer data center environments, including equipment rooms and mechanical spaces. Standard PPE and adherence to safety protocols are required when onsite.

Travel:

This position requires travel up to 50% of the time on average, including occasional travel with limited notice.

Physical Demands:

• Periodic periods of standing, lifting, bending, kneeling, and working within customer facilities during site visits.
• Ability to lift up to 50 pounds.
• Capacity to traverse active data center environments as needed.

Position Type:

This is a full-time, exempt (salaried) position. Hours may vary depending on customer needs, team requirements, and project demands.

Required Education and Experience:

• Minimum 7 years of experience in field service, technical operations, or a similar technical support role, with at least 2 years in a supervisory or team lead capacity.
• Prior experience working within data center environments.
• Experience reading and interpreting mechanical and electrical schematics.
• Demonstrated experience managing field service teams, SLA performance, and customer escalations.
• Familiarity with electromechanical systems, controllers, sensors, actuators, pumps, and related equipment.

Preferred Education and Experience:

• Associate or Bachelor's degree in an engineering, IT hardware-related, or technical discipline (or equivalent combination of education and experience).
• Experience with liquid cooling systems or mission-critical infrastructure in AI/HPC environments.
• Familiarity with service management platforms and field dispatch operations.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Compu Dynamics Pay Range

$75,000-$130,000 USD

Compu Dynamics offers a comprehensive benefits package that supports the health, well-being, and growth of our team members. Full-time employees are eligible for:

• Medical, Dental, and Vision Insurance - effective the first of the month following hire, with plans currently offered through Cigna.
• 401(k) Retirement Plan - automatic enrollment at 3% on your date of hire; company match up to 4% (with a 7% contribution needed to receive the full match), plus profit-sharing opportunities.
• Employer-Paid Life Insurance - coverage equal to 1x your salary.
• Short-Term Disability (STD) - fully paid by Compu Dynamics.
• Voluntary Benefits - including Long-Term Disability, supplemental life insurance (employee, spouse, children), Accident, Critical Illness, and Hospital Indemnity coverage.
• Paid Time Off (PTO) - accrue up to 160 hours (4 weeks) annually, beginning after 60 days of employment.
• Paid Holidays - 7 company-observed holidays plus a floating holiday.
• Birthday Time Off - 8 hours of paid time off during your birthday month.
• Paid Parental Leave - 8 weeks maternity leave and 2 weeks paternity leave, concurrent with FMLA.
• Volunteer Time Off (VTO) - 40 hours annually for community service.
• Boot Reimbursement - up to $150 annually, available from your first day.
• Tool Reimbursement - $250 annually, available after 60 days.
• Tuition Reimbursement - up to $5,000 annually for approved educational programs.