FIELD SERVICE MANAGER

About the role

Under the direction of the Director of Operations, the Field Service Manager at International Thermal Systems manages a team of Field Service Technicians and Engineers who install, start up, maintain, repair, and service industrial ovens, furnaces, aqueous washers, and related thermal processing equipment at customer sites worldwide. The role applies principles and techniques of mechanical, electrical, and thermal systems engineering to accomplish departmental and individual goals. The Manager will work with other Operations, Aftermarket, and Sales teams to increase service efficiency, customer satisfaction, and response times while managing a variety of field projects and maintaining communication with senior leadership. This position is primarily based in a professional office environment with standard business hours and computer‑based work, requiring the ability to perform sedentary work, including sitting for extended periods and working extensively on a computer. Employees may occasionally lift or carry items up to 20 pounds, and visual acuity is needed for reading, computer work, and reviewing detailed information. Periodic visits to the manufacturing plant floor may be required to support operations, attend meetings, or gather information, where strict safety protocols, required PPE, and OSHA guidelines apply.

Responsibilities

• Direct and manage the work of a highly technical group of Field Service Technicians and Engineers.
• Recruit, train, supervise, and evaluate field service technicians and engineers; provide guidance, performance feedback, and professional development to ensure high-quality service delivery.
• Identify, onboard, and manage relationships with sub-contractors and external service partners; ensure they adhere to quality standards, safety protocols, and procedures.
• Establish and monitor standards, policies, and procedures for team members to complete work assignments.
• Accountable for the quality, accuracy, clarity and completeness of the team’s daily and final reporting of site activities.
• Possess complete knowledge of sales contract and customer acceptance criteria with the ability to define critical project milestones to ensure project completion within budget.
• Plan and coordinate schedules, dispatch the right personnel to jobs based on skills and location, optimize travel and workloads, and manage resources like tools, parts, and travel logistics to maximize efficiency and minimize downtime.
• Oversee on-site installations, startups, preventive maintenance, troubleshooting, and repairs of thermal processing equipment; ensure all work meets company quality standards, customer specifications, and safety regulations.
• Act as a primary point of contact for customers; manage expectations, resolve issues or complaints promptly, ensure high levels of customer satisfaction, and coordinate with sales and aftermarket teams to support ongoing relationships.
• Track key metrics, prepare reports on service activities, project margin and team performance.
• Communicate regularly with senior leadership and the Director of Operations on strategic direction, roadmap, and progress.
• Enforce safety protocols, ensure compliance with industry standards (e.g., OSHA, NFPA, NEC), and promote best practices for working with mechanical, electrical, and thermal systems.
• Work closely with Operations, Aftermarket, Sales, and Engineering teams to improve service processes and drive continuous improvements in efficiency and quality