4+ years managing field service or technical support teams
Hands-on experience using Salesforce Service Cloud
Strong understanding of SLA design and enforcement
Excellent remote customer-facing communication skills
Proven coaching and people-management skills
Comfortable working remotely without on-site customer visits
Responsibilities
Oversee daily field operations and technician performance remotely
Manage ticket lifecycle in Salesforce for accurate tracking and resolution
Ensure SLA compliance and manage escalation processes
Interface with customers and stakeholders for updates and escalations
Develop and enforce SOPs and best practices for field technicians
Coach and evaluate field technicians to improve performance
Coordinate parts inventory and vendor relationships for efficient service
Produce operational reports and dashboards to monitor performance
Benefits
Remote work flexibility with no travel required
Opportunity for career advancement in field service management
Engagement in continuous improvement initiatives
Training and coaching of technicians to enhance team performance
Exposure to advanced field service technologies and tools
Full Job Description
Position Summary: Lead and manage field support operations and dispatch oversight without performing customer on-site visits. Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching, vendor coordination, and customer-facing escalation communications handled remotely.
Key Responsibilities:
Oversee daily field operations: dispatch coordination, schedule management, monitor technician performance and on-site activity remotely.
Manage ticket lifecycle in Salesforce: ensure triage, accurate assignment, status updates, resolution documentation, and timely closures.
Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and automated alerts.
Interface with customers and stakeholders remotely for escalations, status updates, and major incidents via phone/email/video.
Develop, document, and enforce SOPs, checklists, and field tooling best practices for technicians.
Coach, train, and evaluate field technicians; conduct performance reviews and drive first-time-fix improvements.
Oversee parts inventory and vendor relationships; coordinate "waiting on parts" workflows and vendor SLAs.
Produce and present operational reports and dashboards (SLA compliance, MTTR, FTF rate, utilization, CSAT).
Lead post-incident reviews for P1/P2 incidents and implement corrective actions and knowledge-base updates.
4+ years managing field service or technical support teams with dispatch/field technicians.
Hands-on experience using Salesforce Service Cloud (ticketing, flows, entitlements/milestones, reports/dashboards).
Strong understanding of SLA design/enforcement and escalation matrices.
Excellent remote customer-facing communication skills; experience managing escalations virtually.
Proven coaching and people-management skills.
Comfortable working remotely and coordinating field activities without on-site customer visits.
Preferred Qualifications:
Experience with mobile field tools (Salesforce Mobile, Field Service Lightning).
Technical background in relevant equipment or systems serviced by your organization.
Experience with inventory/parts management and vendor coordination.
Certifications: ITIL Foundation or equivalent service management certification.
Core Skills:
Remote leadership and team development
Salesforce Service Cloud configuration & reporting
SLA management and escalation handling
Remote customer communication and stakeholder management
Analytical reporting and continuous improvement
Process documentation and knowledge management
Working Conditions:
No travel to customer sites. Occasional after-hours or on-call incident handling may be required.
To Apply: Submit resume and brief cover letter highlighting field service management experience and Salesforce Service Cloud expertise.
About Optomec
Optomec is a privately held supplier of additive manufacturing equipment and software. The company was founded in 1997 and is headquartered in Albuquerque, New Mexico. Optomec's products are used in a variety of industries, including aerospace, defense, energy, and electronics. The company's main product lines include Aerosol Jet and LENS. Aerosol Jet is a printing technology that can be used to print electronic circuits and other functional materials onto 3D surfaces. LENS is a metal 3D printing technology that can be used to repair or add material to existing metal parts. Optomec has received funding from a variety of sources, including venture capital firms and government agencies.
