Field Service Managergtl

Key Responsibilities

• Lead and manage a service team of 3 traveling field technicians and supplement with engineering/manufacturing technicians when needed.
• Supervise and support one inside customer service representative to ensure efficient handling of service calls, quotes, and parts orders.
• Ensure customer satisfaction by responding to inquiries, warranty claims, and service requests in a timely and professional manner.
• Provide technical support and troubleshooting assistance to customers and technicians both remotely and on-site.
• Collaborate with engineering and production teams to resolve complex technical challenges and customer feedback.
• Oversee parts sales and pricing procedures, maintaining profitability and consistency across service operations.
• Build and maintain strong customer relationships to drive repeat business and long-term satisfaction.
• Schedule and coordinate on-site service visits, maintenance, and repairs efficiently.
• Manage inventory of service tools and ensure availability of necessary resources for field work.
• Identify and implement process improvements within the service department to increase efficiency and effectiveness.
• Conduct performance evaluations, provide coaching, and promote a culture of accountability and excellence within the service team.
• Maintain accurate records of service activities, including quotes, reports, inventory, and customer feedback.
• Act as the voice of the service team within the organization-sharing key insights and trends from field activity to help inform product and process improvements.

Qualifications

• Service or operations management experience, preferably in an industrial, mechanical, or equipment manufacturing environment.
• Leadership experience with cross-functional teams (e.g., service techs, customer support, engineering).
• Strong background in customer service, technical troubleshooting, and field service coordination.
• Excellent interpersonal, communication, and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficient in using CRM systems, service software, and Microsoft Office Suite.
• Willingness to travel occasionally for customer or technician support.
• Bachelor's degree in Engineering, Business Management, or a related field is a plus.

Preferred Experience

• Previous experience working in or leading a service or parts department.
• Strong understanding of equipment, machinery, or industrial systems.
• Familiarity with warranty claims, service quoting, and parts pricing strategies.