Field Service Manager Position Summary Seeking an experienced Field Service Manager to lead the day-to-day operations of our field service organization. This position is responsible for managing a geographically dispersed team of field service technicians, coordinating service activities, overseeing scheduling and technician utilization, supporting new installations and existing customers, and ensuring field work is completed safely, efficiently, professionally, and in accordance with company standards. The Field Service Manager also serves as a primary point of contact for customer service issues, responding directly to customer calls and emails, evaluating concerns, assisting with remote troubleshooting when appropriate, and coordinating the appropriate service response through resolution. This is a hands-on management position requiring strong leadership, organizational skills, technical aptitude, customer service skills, and sound judgment. The Field Service Manager works closely with Engineering, Operations, Sales, Customer Service, and other departments to ensure customers and technicians receive the support necessary for successful service outcomes. Key Responsibilities Field Service Team Management Lead and manage the daily activities of field service technicians. Monitor technician workload, availability, productivity, and overall field performance. Conduct regular technician meetings to communicate priorities, upcoming work, operational issues, and company expectations. Ensure technicians follow established company policies, procedures, safety requirements, and customer service standards. Ensure technicians maintain appropriate company-issued equipment, tools, vehicles, and other resources. Scheduling & Dispatch Manage technician scheduling for installations, preventive maintenance, reactive service, site evaluations, customer support, and other field activities. Assign technicians based on geographic location, availability, qualifications, workload, travel requirements, and customer needs. Balance technician workloads and geographic coverage to improve utilization and reduce unnecessary travel. Coordinate technician travel requirements, including driving, flights, rental vehicles, and overnight travel when necessary while minimizing unnecessary travel, excessive mileage, and inefficient scheduling. New Customer & Installation Support Coordinate field service activities associated with new customer installations. Ensure required site evaluations and site-readiness activities are completed prior to installation. Coordinate technician assignments for equipment delivery, installation, startup, and customer training. Confirm technicians have the required job information, equipment, tools, parts, and site information before traveling. Customer Service & Issue Management Serve as a primary point of contact for customer service issues, responding to calls and emails, evaluating concerns, gathering relevant information, and helping troubleshoot and resolve issues remotely when practical before dispatching a technician. Determine the appropriate service response based on urgency, customer impact, and technical requirements, coordinating technician dispatch or Engineering support when additional assistance is needed. Maintain professional and proactive customer communication throughout the service process, including managing expectations, providing updates, and de-escalating concerns to help drive issues through resolution. Manage preventive maintenance scheduling and monitor open service issues to ensure timely response, appropriate follow-up, and completion. Reporting & Performance Management Review technician workload, utilization, travel, mileage, job completion, preventive maintenance activity, and other operational metrics. Identify scheduling, staffing, workload, or geographic coverage concerns. Provide management with regular updates regarding field service performance, capacity, risks, and operational issues. Qualifications Previous experience leading or supervising field service technicians or other geographically dispersed employees, preferably in a Field Service Manager, Service Manager, Field Operations Manager, Service Supervisor, or similar role. Experience in field service or a technical environment involving industrial, commercial, mechanical, electrical, water-treatment, chemical-feed, process, or similar equipment, with sufficient technical aptitude to evaluate service issues and determine when Engineering support is required. Strong leadership, scheduling, planning, organizational, problem-solving, and decision-making skills, with the ability to manage multiple technicians, customers, territories, travel requirements, schedules, and competing priorities. Strong written and verbal communication skills with the ability to communicate professionally with technicians, customers, management, and other departments. Experience with field service management software, CRM and inventory systems, Microsoft Office, spreadsheets, operational reporting, dashboards, and data used to manage field operations and technician performance. Experience communicating directly with customers regarding service issues, including understanding concerns, coordinating service response, providing updates, and helping drive issues through resolution. What Success Looks Like Success in this position means maintaining a field service organization that is organized, responsive, accountable, and customer focused. Technicians know where they need to be, what they are expected to accomplish, and have the information and resources necessary to complete their assignments. Customer calls and emails receive timely attention, service concerns are evaluated and resolved remotely when practical, and customers receive clear communication and appropriate follow-up throughout the service process. Preventive maintenance and reactive service work are managed effectively, technician travel and utilization are efficient, and outstanding issues do not fall through the cracks. The Field Service Manager is accountable for customer service coordination, field execution, and technician performance , while partnering with Engineering and other departments when specialized technical support or expertise is required.

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Application Question(s): Do you have experience communicating directly with customers to troubleshoot service issues, manage concerns or escalations, and coordinate service through resolution? Are you able to reliably commute to Port Orange, Florida and work in the office as required? Do you have experience managing technician scheduling, dispatch, territories, and travel for a field service organization?

Experience:

Management:

2 years (Required)

Technical Field Service:

3 years (Required)

Work Location:

In person