The Field Service Manager leads all aspects of after-shipment field service and technical support. This position manages field service personnel, service operations, customer issue resolution, warranty administration, and continuous improvement to ensure safe, timely, high-quality, and profitable service delivery. The manager builds strong customer relationships and collaborates across Sales, Engineering, Manufacturing, Parts, and other support functions to improve customer satisfaction and product performance.
Qualifications
• Dedication to excellent customer care, employee safety, and quality results.
• Bachelor's degree in business administration, engineering, a related technical field, or equivalent relevant experience.
• Proven leadership experience in field service, technical service, industrial equipment, or a related environment.
• Strong mechanical, electrical, and controls troubleshooting knowledge, with the ability to guide complex problem resolution.
• Demonstrated ability to lead, coach, develop, and hold team members accountable.
• Ability to remain calm, organized, and decisive during urgent or high-pressure customer situations.
• Skilled in negotiation, conflict resolution, and professional customer communication.
• Working knowledge of service management systems, CRM tools, reporting, and data analysis.
• Ability to manage priorities, schedules, budgets, and resources across multiple service activities.
• Ability and willingness to travel as needed to support customers and field personnel.
Responsibilities
The following activities are required in this position:
Team Leadership:
• Recruit, hire, onboard, and retain qualified field service technicians.
• Develop, coach, and mentor technicians through training plans, field support, skills development, and regular feedback.
• Foster a positive, safe, accountable, and productive work environment for the field service team.
• Conduct regular performance reviews, establish clear expectations, and provide constructive feedback.
• Address personnel issues promptly and consistently in partnership with Human Resources.
• Review and approve timecards, expense reports, travel, and other required employee documentation.
Operational Excellence:
• Develop and maintain efficient scheduling, dispatching, escalation, and after-hours support processes.
• Prioritize and allocate service resources to support customer urgency, travel efficiency, technician capability, and business needs.
• Ensure service calls, service reports, customer communications, and follow-up actions are completed accurately and on time.
• Manage the Service Desk to ensure timely response, assignment, escalation, and closure of service tickets.
• Lead the weekly review of open and aging service cases, with documented owners and action plans for resolution.
• Manage the creation and maintenance of Zoho knowledge articles, troubleshooting guides, service procedures, and lessons learned.
• Establish, monitor, and report key performance indicators (KPIs), including response time, resolution time, backlog, first-time fix performance, utilization, customer satisfaction, warranty cost, and service profitability.
• Implement improvements that increase safety, responsiveness, productivity, quality, and profitability.
• Oversee the maintenance, calibration, availability, and inventory control of service tools, test equipment, vehicles, and other assigned assets.
Customer Satisfaction:
• Ensure timely, professional, and high-quality service delivery that meets customer expectations and company commitments.
• Maintain proactive communication with customers regarding service status, risks, schedules, and next steps.
• Investigate, document, and resolve customer complaints and recurring service issues efficiently and effectively.
• Provide management-level support for critical customer issues and coordinate cross-functional response plans.
• Collaborate with Sales and Marketing to identify service agreements, training, parts, upgrades, and other customer support opportunities.
Safety, Quality, and Compliance:
• Promote and enforce company safety policies, customer-site requirements, and applicable work practices.
• Ensure technicians are properly trained, qualified, and equipped for assigned work.
• Review field incidents, near misses, quality issues, and repeat failures; implement corrective actions and communicate lessons learned.
• Ensure service documentation is complete, accurate, and maintained in accordance with company requirements.
Financial and Warranty Management:
• Manage departmental labor, travel, tools, and other service expenses in alignment with budgets and business objectives.
• Review service estimates, quotations, invoicing support, and job costs to improve accuracy and profitability.
• Determine warranty coverage in accordance with company policy and maintain effective warranty cost control.
• Identify trends in warranty claims and field failures, and coordinate corrective actions with Engineering, Manufacturing, Quality, and suppliers.
Technology and Data:
• Leverage field service management, CRM, ERP, and reporting tools to manage workflow, maintain visibility, and track performance.
• Analyze service data to identify trends, recurring failures, training needs, capacity constraints, and improvement opportunities.
• Evaluate and recommend technologies that improve remote support, technician effectiveness, customer communication, and service documentation.
Cross-Functional Collaboration and Continuous Improvement:
• Work with Engineering to communicate field findings and implement product, documentation, and serviceability improvements.
• Partner with Manufacturing, Quality, Parts, Purchasing, and Sales to resolve service issues and prevent recurrence.
• Develop, maintain, and enforce service procedures, policies, standards, and escalation paths.
• Lead departmental meetings and participate in interdepartmental meetings as required.
• Promote operational excellence, continuous improvement, and consistent execution throughout the department.
• Perform other duties as assigned to support customers and business objectives
