Field Service Lead

About the role

The Field Service Lead at Graco's Contractor Equipment Division (CED) is responsible for leading, developing, and overseeing a team of Field Service Technicians to ensure safe, high-quality, and timely service delivery to customers. This position owns day-to-day field service execution within an assigned territory or and is accountable for customer experience, technician performance, operational efficiency, and adherence to service standards.

Responsibilities

• Lead, mentor, manage, and staff a Field Technician team, ensuring alignment with organizational goals and promoting a culture of excellence.
• Balance service demand, technician capacity, and priorities across the assigned region or territory.
• Partner with service planning, parts, and technical support teams to resolve complex service issues and minimize downtime.
• Ensure consistent application of company service processes, tools, and standards.
• Conduct customer on-site visits to drive technical resolution.
• Serve as an escalation point for technical concerns and complex service situations.
• Build strong working relationships with customers, distributors, and internal partners.
• Collaborate with Sales, Engineering, Product Management, and Operations to address customer needs and service trends.
• Represent the voice of the field by sharing customer insights and service feedback with internal stakeholders.
• Monitor service performance metrics, including response time, service quality, productivity, safety, and cost.
• Identify trends or recurring issues and drive corrective actions or process improvements.
• Support continuous improvement initiatives that enhance service effectiveness, technician capability, and customer experience.
• Ensure accurate service documentation, reporting, and compliance with internal and external requirements.

Requirements

• Bachelor’s degree in Engineering or related field
• 5+ years of experience in field service, technical support, or a related operational role
• Prior people leadership or supervisory experience, preferably in a field-based or service environment
• Strong leadership, coaching, and communication skills
• Ability to balance customer needs, employee development, and operational priorities
• Ability to travel within assigned territory as required

Qualifications

• Accelerators Experience leading field-based or remote teams
• Experience in industrial manufacturing, equipment service, or technical service environments
• Strong change leadership and continuous improvement mindset
• Familiarity with service management systems, metrics, and workforce planning tools