Compensation Details:$135,000 - $155,000 per year
Job Description:Position SummaryThe Field Support Manager is responsible for developing and continuously improving the technical, customer-service, and sales capabilities of plumbing, HVAC, and electrical field technicians and their supervisors. The role designs and delivers training programs, conducts ride-alongs and role-play sessions, and partners with operations leaders to drive higher revenue per technician, improved quality, enhanced safety, and superior customer satisfaction.
Remote OpportunityKey ResponsibilitiesDesign and deliver multi-trade training programs- Build structured training curricula for service and installation technicians across plumbing, HVAC, and electrical, including technical skills, diagnostics, safety, and customer communication.
- Conduct classroom, shop, and field-based training on systems, diagnostics, installation best practices, and company procedures.
- Coordinate manufacturer certifications and continuing education for technicians.
Field coaching and ride-alongs- Spend significant time in the field conducting ride-alongs to observe work, reinforce standard processes, and provide real-time coaching on customer-facing behaviors.
- Assist with challenging service calls, mentoring technicians through diagnostic, repair vs. replace, membership, and customer communication steps.
- Inspect installation quality and ensure adherence to codes, safety standards, and company SOPs.
Role plays and sales/revenue enablement- Design and facilitate role-play sessions that simulate real homeowner interactions, including price objections, "need to think about it," repair vs. replace, and competing quotes.
- Develop and maintain talk tracks, objection-handling scripts, and sales playbooks for maintenance agreements, accessories, and system upgrades tailored to home services.
- Train technicians to present options, explain value, and close work ethically, focusing on increasing conversion rates and average ticket while maintaining customer trust.
- Analyze service data to identify revenue opportunities (e.g., recurring maintenance plans, add-ons) and embed these into training content.
Supervisor and frontline leader development- Coach field supervisors and service managers on how to run effective one-on-ones, ride-alongs, and coaching sessions with their teams.
- Provide train-the-trainer sessions so supervisors can deliver refreshers and reinforcement training locally.
- Partner with operations and field leadership to ensure alignment between training content, operational priorities, and performance expectations.
Train the Trainer Program:- Establish and manage a "train the trainer" program to empower service managers and create an internal coaches network.
- Develop training materials and resources to support trainers and coaches in delivering consistent, high-quality training.
- Foster a culture of continuous learning and development across the organization.
Quality, safety, and compliance- Ensure training content reinforces safety procedures, regulatory compliance, and company policies for all trades.
- Monitor field performance for patterns of callbacks, warranty issues, and safety incidents, and address root causes with targeted training.
Measurement, reporting, and continuous improvement- Track training impact using key performance indicators such as first-time fix rate, callback rate, average ticket size, membership/maintenance-plan penetration, customer satisfaction (CSAT/NPS), and technician productivity.
- Maintain training records for all technicians, documenting completed courses, certifications, and demonstrated competencies.
- Continuously update training materials and methods based on new technologies, equipment, codes, and best practices in home services.
Key Performance Indicators (KPIs)- Increase in revenue per technician, average ticket value, and tech-generated lead volume.
- Improvement in conversion rates on recommended repairs, system replacements, and maintenance plans.
- Reduction in callback and warranty rates and improvement in first-time fix rate.
- Improvement in safety metrics and customer satisfaction scores.
- Technician progression through defined skill levels and certifications, and improved retention of high performers.
Qualifications- Minimum 15 years of progressive field technician and field operations leadership experience.
- Minimum 7 years of multi-site, multi-trade direct training, coaching, and operational support experience across plumbing, HVAC, and the electrical trades.
- Required experience owning and operating a mid-to-large residential home-services organization, with accountability for workforce performance, customer experience, revenue, and profitability.
- Demonstrated success in improving field performance metrics such as productivity, quality, sales conversion, or customer satisfaction.
- Strong communication and facilitation skills, comfortable leading classroom sessions, workshops, and in-field coaching.
- Familiarity with sales processes in home services.
- Relevant licenses or certifications and a valid driver's license.
Skills and Competencies- Ability to translate complex technical concepts into clear, practical training for technicians at different skill levels.
- Strong coaching mindset, with the ability to give specific, behavior-based feedback in the field.
- Data literacy to interpret performance metrics and use them to prioritize training interventions.
- High credibility with technicians and supervisors, supported by real-world field experience.
- Comfort using modern training tools and role-play platforms for simulated homeowner interactions.
Working Conditions and Travel- Primarily field-based role with frequent travel between branches, customer sites, and training facilities.
- Regular time spent in mechanical rooms, crawlspaces, attics, and other typical job sites for plumbing, HVAC, and electrical work.
- Occasional evening or weekend training sessions to accommodate technician schedules.
* Benefits are provided in compliance with applicable laws, plans and policies.
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