Job Purpose

The Field Service Manager is responsible for the day-to-day management and execution of WEMCO's field-service activities supporting Spokane, Seattle, Vancouver/Portland, and Oregon.

Based from WEMCO's Vancouver office, this position will directly manage field service technicians within these territories and will be responsible for technician scheduling and dispatch, labor utilization, job readiness, customer coordination, routine service estimating, field execution, documentation, and operational closeout.

The Field Service Manager will also coordinate technician availability for WEMCO's national installation projects, startups, commissioning activities, and other company work.

This position will work closely with:

• Randy Lewno, Sales & Service Branch Manager - Vancouver/Portland, for branch leadership, regional customer development, staffing, commercial oversight, and overall branch performance.
• Matt Humphrey, National Technical Services Manager, for advanced technical support, equipment identification, technician training, difficult troubleshooting, startups, commissioning, complex technical solutions, and determining appropriate technician skill sets and labor requirements for national installation projects.
• Alex Shaw, National Sales & Service Coordinator, for recurring inspections, CRM/ERP workflow, customer onboarding, job setup, service administration, report closeout, opportunity tracking, and national process support.
• Sierra Ridge, for parts sales, component pricing, vendor coordination, parts quotations, and estimating support.
• Ken Record, Inside Sales, for new-equipment quotations, applicable parts and product sales, Boeing SDI work, and other inside-sales opportunities.

Job Responsibilities

1. Field Service Personnel, Scheduling, and Labor Management

• Directly manage the day-to-day activities of field service technicians supporting Spokane, Seattle, Vancouver/Portland, and Oregon.
• Manage technician scheduling, dispatch, attendance, PTO, availability, travel, workload, and routine personnel matters.
• Schedule inspections, repairs, maintenance, troubleshooting, installations, startups, emergency work, and other field assignments.
• Balance workload based on customer priority, technician qualifications, location, job requirements, and business needs.
• Maintain visibility of field-service backlog, technician availability, upcoming customer commitments, and staffing requirements.
• Monitor technician labor utilization, travel, overtime, productivity, and workload distribution.
• Coordinate technician availability for national installation projects, major startups, commissioning activities, and other WEMCO work.
• Work with Matt Humphrey and Project Management to identify the experience, technical qualifications, staffing levels, and specialized capabilities required for national installation projects.
• Allocate technicians appropriately while maintaining adequate coverage for regional service customers.
• Escalate staffing conflicts or capacity limitations to Randy Lewno when competing priorities cannot reasonably be resolved.
• Establish expectations for technician performance, communication, documentation, safety, quality, and customer service.
• Participate in recruiting, onboarding, performance management, and development of field service technicians.
• Work with Matt Humphrey to identify technician training and technical-development needs.

2. Service Job Planning and Field Execution

• Ensure field-service jobs are adequately planned before technicians are dispatched.
• Review service requests, inspection findings, reports, photographs, drawings, customer information, and available service history.
• Confirm scope, access, work hours, customer requirements, safety requirements, parts, materials, tools, equipment, and other job needs.
• Ensure technicians receive sufficient information and resources to perform assigned work efficiently.
• Coordinate parts and materials with Sierra Ridge, Purchasing, vendors, and technicians.
• Coordinate rental equipment, specialty tools, subcontractors, travel, and other field resources when required.
• Monitor active field work and respond to scheduling, customer, staffing, or execution issues as they arise.
• Identify preventable job-readiness issues before mobilization to reduce delays, return trips, and lost field productivity.

Job Walk Responsibilities

Dan will conduct routine service job walks when necessary to understand repair scope, inspection findings, site access, labor requirements, equipment needs, customer expectations, and other information required to properly plan or quote field-service work.

Matt Humphrey should be involved when a site visit requires advanced technical evaluation, such as complex troubleshooting, major modernization, controls or electrical evaluation, equipment specification, new-equipment development, unusual applications, startup or commissioning planning, or other significant technical matters.

Routine service job walks should remain with Dan and the field-service team whenever advanced technical involvement is not required. This allows Matt to focus his field involvement where his technical expertise provides the greatest value.

1. Service Estimating, Quote Coordination, and Sales Support

The Field Service Manager will ensure service opportunities are properly identified, scoped, and transferred into WEMCO's sales and estimating process without allowing quotation work to interfere with management of the field-service operation.

Responsibilities include:

• Develop routine service, inspection, repair, maintenance, and installation scopes when Dan's field-service knowledge is required.
• Estimate labor, travel, equipment, materials, subcontractors, rentals, and other anticipated service costs when necessary to properly define the opportunity.
• Clearly identify scope, assumptions, exclusions, customer responsibilities, and relevant job conditions.
• Identify follow-on repairs, recurring inspections, maintenance, modernization, and other opportunities arising from field-service work.
• Provide Alex Shaw with the information necessary to enter and assign identified opportunities within the SBS.
• Advise Alex regarding the type of work required, technical complexity, urgency, and the WEMCO resource or department Dan believes is best suited to handle the opportunity.

Quotation Delegation and Priority

The Field Service Manager's first priority is the effective scheduling, preparation, and execution of WEMCO's field-service work.

Quotation preparation should not interfere with technician scheduling, labor allocation, job readiness, active customer commitments, or productive field operations.

Dan is expected to use WEMCO's available Sales & Service resources and should not personally prepare quotations that can be efficiently handled by another qualified team member.

• Sierra Ridge should handle appropriate parts quotations, component pricing, vendor-supported opportunities, and parts-related estimating.
• Ken Record should handle appropriate new-equipment, standard product, parts, Boeing SDI, and inside-sales quotations.
• Randy Lewno should handle or become involved in larger regional opportunities, significant commercial decisions, account-development opportunities, and other quotes appropriate for Branch Manager involvement.
• Matt Humphrey should provide advanced technical identification or solution development when needed but should not be used for routine quote preparation.

Opportunity Handoff

Once Dan identifies an opportunity, his responsibility is to provide Alex Shaw with enough information to properly enter and assign the opportunity on the SBS.

Dan should communicate:

• What the customer needs or what was identified in the field.
• The general scope or type of work.
• The urgency or customer timing requirements.
• Whether additional technical review is required.
• Who or which WEMCO resource Dan believes should handle the opportunity.

Based on that information, Alex will enter, assign, and track the opportunity on the SBS in accordance with WEMCO's Sales & Service workflow.

Dan may continue to provide field or operational information when needed, but he is not expected to personally manage the administrative tracking of every opportunity after it has been handed over to Alex unless the opportunity is specifically assigned back to him for estimating or follow-up.

When competing demands exist, Dan's general order of priority should be:

1. Technician safety and active field/customer issues.
2. Technician scheduling, labor allocation, and job readiness.
3. Upcoming service work and customer commitments.
4. Providing the information needed for identified opportunities to be properly handed off to Alex and assigned on the SBS.
5. Quotation or estimating work specifically assigned to Dan because his field-service knowledge or direct involvement is required.

The objective is to ensure opportunities identified through field service are captured and moved into WEMCO's sales process without allowing quotation administration to interfere with Dan's primary responsibility of managing WEMCO's field-service operation.

1. Customer Service and Regional Support

• Serve as a primary operational point of contact for customers regarding scheduled and active field-service work.
• Maintain professional communication with customers regarding scheduling, access, job status, changes, and field requirements.
• Work with Randy Lewno to support and expand important regional customer relationships.
• Participate in customer meetings and routine service-related site visits when appropriate.
• Ensure technician findings and customer requests are converted into actionable repair recommendations or sales opportunities.
• Route major modernization, engineered-equipment, and new-equipment opportunities to the appropriate WEMCO sales and technical resources.
• Address field-service customer concerns promptly and involve Randy when branch-level or commercial attention is required.

1. Documentation, Closeout, and Billing Readiness

• Ensure technicians complete service reports, labor records, photographs, inspection findings, recommendations, and other required field documentation accurately and timely.
• Review InspectAll reports and other field documentation and return incomplete information to technicians for correction.
• Confirm completed work is operationally complete and ready for administrative closeout.
• Coordinate with Alex Shaw regarding completed service reports, customer distribution, recurring inspection records, and other administrative requirements.
• Identify unfinished work, return trips, unresolved deficiencies, warranty issues, or additional quote opportunities before closing a job.
• Once field work and supporting documentation are complete, notify Randy Lewno that the job is ready for invoicing.
• Randy will retain responsibility for reviewing completed billings as appropriate and turning them over to Accounts Receivable for invoicing.
• Help prevent completed work from remaining unbilled because of missing documentation, unresolved job status, or delayed field review.

1. Safety, Quality, and Service Performance

• Reinforce WEMCO safety requirements and applicable customer, OSHA, and industry requirements.
• Ensure technicians receive appropriate job and safety information before beginning work.
• Coordinate with Safety and Quality regarding incidents, corrective actions, certifications, and field-performance concerns.
• Monitor callbacks, repeat visits, workmanship, customer concerns, and first-time completion performance.
• Work with Matt Humphrey on recurring technical issues and technician-development needs.
• Work with Randy Lewno on operational, customer, staffing, and performance concerns.
• Maintain visibility of service revenue, backlog, utilization, response time, quote turnaround, customer commitments, and staffing requirements.
• Recommend additional technicians, tools, equipment, administrative support, or estimating resources as workload grows.
• Support WEMCO's CRM, ERP, InspectAll, scheduling, and other Sales & Service systems and processes.

Future Sales & Service Support

As workload and branch activity grow, WEMCO may establish a Regional Sales and Service Coordinator position supporting Spokane, Seattle, Vancouver/Portland, and Oregon.

If established, the coordinator will report to Randy Lewno and support Dan's field-service priorities and administrative needs.

Alex Shaw will provide functional onboarding, process training, system standards, workflow guidance, and quality oversight to help ensure regional administrative processes remain consistent with WEMCO's national Sales & Service practices.

Transition From Matt Humphrey

WEMCO anticipates approximately a three- to four-month transition period during which Matt Humphrey will train and support Dan as Dan assumes responsibility for the daily field-service operation.

During the transition, Dan will become familiar with:

• WEMCO's technicians and their individual capabilities.
• Current customers and recurring service commitments.
• Technician scheduling and dispatch practices.
• Field-service systems and processes.
• Labor requirements associated with national installation work.
• Customer and territory considerations.
• Service estimating and quote workflow.
• Job closeout and documentation requirements.
• Appropriate criteria for escalating technical matters to Matt.

Dan will progressively assume independent responsibility for technician scheduling, dispatch, PTO, personnel management, labor utilization, customer scheduling, job readiness, field execution, and routine service quoting.

Following the transition, Matt will remain available as WEMCO's National Technical Services Manager while Dan assumes full ownership of the daily field-service operation.

Job Requirements

• Prior experience in field service, service management, industrial equipment, overhead cranes, material handling, electrical/mechanical service, or a related industry is preferred.
• Previous experience manag