Field Service Manager

Department: Product Support, Post‑production

Location: NY, VT, NH, ME, CT, RI, MA

Position status: Full‑time, Exempt, Non‑Management

About the role

The Field Service Manager (FSM) reports to the Field Service Supervisor and is primarily responsible for working with KIOTI’s dealer network within an assigned North American territory. The FSM provides technical product expertise across all KIOTI products, aids dealers in developing best practices for after‑sales processes through training, coaching, and professional mentoring, and represents the KIOTI brand during routine dealer visits.

Key responsibilities

• Provide expert guidance and feedback to dealers regarding product assembly, warranty processes, parts look‑up, product training, and related software systems during on‑site visits.
• Train dealership personnel on KIOTI products, resolve technical issues, and promote KIOTI customer service.
• Assist dealers with questions about dealer protocol and processes, resolving customer service issues onsite, by phone, or via email.
• Maintain positive relationships with dealers by delivering timely, high‑quality customer service and support.
• Understand and troubleshoot technical information on diesel, gasoline, hydraulic, and electrical systems.
• Collaborate with Product Support and Product Development teams to share protocol, training methods, quality, service, and technical issue information through professional verbal and written documentation.
• Track dealer performance using structured reporting methods required by leadership.
• Submit routine performance records, including travel schedules, expense reports, dealer evaluation summaries, and other required documentation.
• Represent the KIOTI brand professionally in all business interactions.
• Maintain assigned company property such as vehicle, cell phone, laptop, and any other equipment.
• Oversee dealer process implementation and management by training dealers on:
  • New dealer training
  • Customer issue resolution
  • Product training
  • Warranty/parts assistance
  • Dealer service audits
  • Dealer events and product campaigns
  • Quality‑control audits
  • Trade shows and open houses
• Collaborate regularly with the Product Support team, Regional Sales Managers, and Territory Managers to prioritize dealer routes and visits.
• Participate in dealer events, trade shows, and open houses, and attend regional service training at KIOTI’s home office in Wendell, NC.
• Perform other duties as requested, directed, or assigned.

Requirements

• High school diploma or equivalent.
• 4+ years of related technical experience in a professional environment.
• Up to 90% travel with flexibility to depart on short notice.
• Fluency in English; French‑speaking capability strongly preferred for positions covering Canada.
• Strong performance in communication, problem‑solving, customer service, data tracking, collaboration, project management, and training.
• Mechanical aptitude and awareness of product performance/engineering standards.
• Expertise in:
  • Diesel and gasoline engines
  • Transmissions
  • Hydraulics
  • Electrical systems
  • Air conditioning
  • Quality control
• Proficiency with Microsoft Word, Excel, and Outlook.