Field Service Manager

Field Service Manager Hood Hero Gilbert, AZ Job Details Full-time $61,532.46 - $72,000.00 a year 1 day ago Benefits Health insurance Paid time off Professional development assistance Retirement plan Qualifications Quality control corrective actions Employee onboarding Spanish Customer relationship building Operations management Procedural guides Field service Employee retention Fire codes and regulations Shift management English OSHA 10 Mid-level Client relationship development Improving operational efficiency Inspection reporting and documentation Compensation administration Master's degree OSHA 30 Fleet management High school diploma or GED Manufacturing standard operating procedures Team development Driver's License Supervising experience Bachelor's degree Quality control documentation Driving Climbing Decision making Performance Improvement (PI) HVAC Implementation of OSHA safety standards Implementing HR recruitment processes Recruiting Management consulting Cleaning Quality standards in production Interviewing CRM system proficiency Quality audits Commercial cleaning Training Onboarding process management Equipment inventory management Crew management Project leadership Escalation handling Leadership Staffing management Technical Proficiency Full Job Description

HOOD HERO

The Mom Clean Standard — NFPA 96 Compliant — Safe Hood Certified Field Manager The right hand. The standard-bearer. The person who makes the field run without the owner. Direct Reports All field technicians and future field leads Location Gilbert / Phoenix, AZ — field-based, not desk-based Schedule Split shift: ~2:00 PM - 10:00/11:00 PM, Sun-Thu, with rotating on-call Classification Full-time, Salaried, Exempt Compensation Competitive base + quarterly profit-share tied to gross margin, QC, and retention Vehicle Company vehicle or allowance during production hours Read This First If you have spent your career being the person on the crew who actually cared about the work — the one who fixed what the last guy missed, who taught the new tech how to do it right, who had to argue with ownership to do the job to standard — keep reading. This role was built for you. Hood Hero is the Phoenix-area kitchen exhaust company that decided the trade deserved better. Better standards. Better technicians. Better leadership. We clean to the metal — what we call the Mom Clean Standard — because grease is a fire risk and shortcuts are how kitchens burn down. We are scaling to 10,000 commercial kitchens across the Southwest by 2035. We are owner-led, code-driven, AI-forward, and unwilling to compete on cheap. We pay for performance, we develop our people, and we expect adults. This is not a side project. The owner has a prior successful exit in the trades and over a decade of high-level management consulting experience advising operators on how to scale. The systems, brand, and standards being built here reflect what it actually takes to grow a trades business the right way. Why This Role Exists Hood Hero is built on a clear, honest split of responsibility. The owner runs culture, strategy, marketing, sales, and finance — the front of the business. The Field Manager runs everything that happens behind the roll-up doors and on every rooftop: the people, the process, the quality, and the safety of the work. Every job we win, the Field Manager executes. Every tech we hire, the Field Manager develops. Every callback we avoid, the Field Manager prevented. If the field runs clean and predictable, the owner can keep building the business. If it doesn't, growth stops. This is not a deputy role. It is a peer operational role with a clear, respected lane — and the authority that goes with it.

Reality check:

this is a working supervisor role. Hood Hero is a growing small business. When a tech calls out or quits, you pick up a wand and run the route. When the field is fully staffed, you run the field. You are not too important to do the work. Inside the field lane, the Field Manager has full operational authority. The owner sets the standard and the vision; the Field Manager decides how the field delivers against it day to day. What You Will Own 1. Technician Management & Daily Field Ops Start every shift by launching the crews: routes confirmed, equipment loaded, chemicals stocked, PPE checked, job packets in hand. Be the live, in-field point of contact for technicians from mid-afternoon through end of production (~2 PM to 10/11 PM). Run daily launch huddles and end-of-day debriefs. Every day. No exceptions.

Handle in-the-moment problem solving:

access issues, customer pushback, equipment failures, scope changes. Escalate only what needs to escalate. Hold technicians accountable to the Mom Clean Standard on every job. No "close enough." 2. Quality Control & Assurance Perform 100% QC visits on all new customer accounts within 24 hours of first service. Run a minimum of 1 random, unannounced QC inspection per technician per week. Document with photos and scoring. Complete a minimum of 2 ride-alongs per technician per month for coaching and development. Own the Safe Hood Certified inspection workflow. Every certificate Hood Hero issues carries your signature. Close the loop after every QC finding: coach the tech, retrain where needed, document the corrective action in the CRM. 3. Safety & Compliance OSHA 10-Hour General Industry certification required within 30 days of hire (company-paid). Prior certification is a plus. Earn certification within 120 days (company-paid). Maintain recertification. Maintain NFPA 96 fluency. You can answer a customer's or an inspector's compliance question without calling the owner. Enforce PPE, fall protection, and confined-space protocols. If it's not safe, it doesn't happen. Run safety meetings. Investigate near-misses and incidents. Write them up. Close them out with a prevention plan. 4. Field Hiring, Onboarding & Retention Own the technician hiring pipeline: screening, ride-along interviews, reference checks. Owner has final hire/fire authority.

Run structured onboarding:

week-one orientation, ride-along schedule, sign-off checklist, 30/60/90-day check-ins. Identify high-potential techs and build their development path toward lead, trainer, or future field supervisor roles. Own retention. Hood Hero is blue-collar; pay is important, but the reason techs stay or leave is usually their direct supervisor. That's you. 5. Field Playbook & SOPs Build and maintain the field playbook: one-page SOPs for each job type, tuned to our trucks, our chemicals, and Phoenix rooftops.

Kill waste:

wasted drive time, over/under-staffed jobs, unnecessary re-work. Own the continuous improvement loop. 6. Equipment, Vans & Field Assets Van and equipment accountability: trucks stocked, cameras working, tools maintained, chemicals within par. Weekly van audits. Own the field execution of the P4P / gain-share compensation system. Make sure techs understand how their work converts to their paycheck. Partner with the owner on job costing accuracy and route efficiency. 7. Customer Experience (Field Escalations) Be the escalation point for customer concerns during production hours. De-escalate, resolve, document. Build direct relationships with our top multi-unit and enterprise accounts so you are a known, trusted face on the ground. Feed structured customer feedback into the CRM. Patterns drive process changes. 8. Working Supervisor — Run the Wand When Needed When a technician calls out, quits, or a job requires a second set of hands, you gear up and run the route. No exceptions, no ego.

Stay field-sharp:

you can't enforce a standard you can't personally execute. You maintain full technical proficiency on every service we offer. Production shifts do not excuse QC, safety, or coaching obligations — those still have to happen. If you are running a wand more than one or two shifts a week for a sustained stretch, that is a staffing signal to the owner, not a new normal. Who We Are Hiring This role is specifically designed to complement the owner. The owner is a high-velocity, vision-driven operator. The Field Manager must be his operational opposite: steady, process-oriented, patient, and quality-obsessed. Character & Ownership Takes charge in the field — decisive, direct, comfortable confronting a tech who cut a corner. Process-obsessed. You notice what others miss. You actually like a clean checklist. Patient and steady under pressure. You don't blow up on techs; you coach them. But you don't tolerate repeated drift from standard. Low ego. You want the owner to succeed, the company to win, and your crew to grow. You are not here for the spotlight. Willing and expected to push back on the owner when operational consistency is at risk. This role does not work if the incumbent is a yes-man. Required Experience 5+ years in commercial field services (kitchen exhaust, fire & life safety, HVAC, commercial cleaning, or adjacent trade). 3+ years leading technicians in the field — not just scheduling them. Demonstrated ability to read, enforce, and teach a code-based standard (NFPA 96 preferred; comparable code experience considered). Hands-on capable. You have personally performed the work, recently, and can still run a full job solo to standard when required. Comfortable on rooftops, in hot kitchens, and in customer-facing conversations with GMs and facilities managers.

Physically capable of the job:

climbing, lifting 50+ lbs, working in high-heat environments, extended standing and ladder work. Valid AZ driver's license, clean MVR, ability to pass background and drug screening. Preferred Differentiators OSHA 10-Hour or OSHA 30-Hour General Industry certification already in hand. Existing

IKECA / CECS

/ Phil Ackland certification. Experience with P4P or gain-share compensation systems. Bilingual English / Spanish. Experience with CRM / field-service software (Hood Hero runs a custom Territory CRM) Compensation & Benefits Competitive base salary, commensurate with experience (range disclosed at interview). Quarterly profit-share tied to gross margin improvement, QC scorecard performance, and technician retention. Company vehicle or vehicle allowance during production hours. Phone, laptop, and all certifications (including Phil Ackland CECS) paid by the company. Paid time off, health insurance contribution, and retirement plan access (per Hood Hero standard benefits package). How We Work Together Hood Hero runs on a few explicit operating agreements between the owner and the

Field Manager:

The owner does not coach technicians directly without the Field Manager present or informed. The Field Manager has full authority inside the field lane. The owner does not override field decisions in front of techs — disagreements happen one-on-one. Standing daily/weekly 1:1 between owner and Field Manager. Non-negotiable. Monthly scorecard review. Quarterly strategic review. Both are calendared the day you start. The Field Manager is expected to push back when they see the owner making a snap decision that compromises field consistency. This is not insubordination — it is the job. Generic applications go in the bin.

Pay:

$61,532.46 - $72,000.00 per year

Benefits:

Paid time off Professional development assistance Application Question(s): What is the hardest field operations problem you have personally fixed, and how did you fix it?

Experience:

field management: 5 years (Required) Shift availability: Night Shift (Required) Overnight Shift (Preferred)

Work Location:

In person