Field Operations Manager

About the role

Vixxo is seeking a full-time, field-based Market Manager to join our team out of our Dallas, TX office.

Key Responsibilities

• Market Operations & Technician Management
• Own day-to-day dispatch, scheduling, and SLA performance for all W2 technicians in the Dallas market.
• Manage technician utilization to target, ensuring enterprise demand (Starbucks, McDonald's, Circle K, and others) keeps techs billable from day one.
• Conduct regular field ride-alongs, quality audits, and performance reviews to hold the team to VixxoCafé service standards.
• Oversee parts inventory, van stocking, and branch office operations in coordination with the Supply & Ops Lead.
• Ensure all work orders, timekeeping, and invoicing are completed accurately and on time within VixxoNow.
• Local Demand Growth
• Drive local market revenue growth beyond the enterprise customer base by developing relationships with independent coffee shops, QSR operators, restaurant groups, and regional chains.
• Own inbound lead conversion — respond to digital and SEO-generated leads from VixxoNow and convert them into service agreements.
• Activate enterprise MSAs locally by introducing new C-store, QSR, and FSB accounts to VixxoCafé services in the Dallas metro area.
• Partner with the Commercial BD Lead on mid-market pipeline and handoffs from enterprise sales motions.
• Represent VixxoCafé at local trade events, OEM training sessions, and industry associations to build brand presence in the market.
• Market P&L & Reporting
• Own the Dallas market P&L — revenue, gross margin, technician cost, and operating performance.
• Report weekly on utilization rates, SLA attainment, revenue ramp, and open demand pipeline to the BU Leader.
• Identify and escalate market-level blockers (tech capacity, parts supply, customer churn risk) proactively.
• Support market expansion decisions by providing ground-level insight on demand density, local competition, and technician pipeline.
• Team Building & Development
• Hire, onboard, and develop additional W2 technicians as demand scales in the Dallas market.
• Maintain a pipeline of qualified technician candidates in partnership with HR and the S&O Lead.
• Coach technicians on OEM-authorized service procedures, customer communication, and platform compliance.
• Build a high-performance local team culture grounded in accountability, craftsmanship, and customer focus.

Qualifications

• 5–10 years of experience in field service operations, coffee/food service equipment service, or facilities management — ideally in a multi-site or multi-technician environment.
• Demonstrated experience managing W2 field technicians, including scheduling, performance management, and team development.
• Technical fluency in commercial coffee or food service equipment; Thermoplan, Franke, La Marzocco, or similar platforms preferred.
• Proven track record of local business development — building relationships with operators, converting leads, and growing a book of business.
• Strong command of field service platforms and dispatch tools.
• Demonstrated P&L ownership or cost center management experience; comfortable with revenue targets, margin reporting, and operating budgets.
• Bachelor's degree preferred; equivalent experience in trade management or field service leadership accepted.
• OEM certifications (Thermoplan, Franke, SEB Professional, or similar) are a strong plus and may be required within the first 6 months.

Work Environment

• This is a market-based role requiring full-time, on-the-ground presence in the Dallas, Texas metro area.
• Field-based work is the norm: expect regular time in customer locations, in the van alongside techs, and at the branch office.
• Local travel within the Dallas market is daily; periodic travel to other VixxoCafé markets or HQ for training and planning may be required.
• Role launches with market stand-up in close coordination with the Vixxo Café BU Leader and Supply & Ops Lead, then transitions to independent market ownership.