Field Service Manager

About the Role

Onsite Safety is seeking an experienced Field Service Manager to lead the office-based teams supporting our field operations, including Scheduling, Dispatch, Work Order Administration, Builder Relations, and the Assistant Field Service Manager. The successful candidate will lead through others, improve service workflows, and build dependable coordination among customers, office teams, and field leadership.

Responsibilities

• Lead, coach, and develop the functional team leads.
• Establish clear responsibilities, performance expectations, communication standards, and escalation procedures.
• Oversee the service workflow from customer request through scheduling, dispatch, field execution, and work-order closeout.
• Coordinate service demand and department capacity with field leadership.
• Ensure incomplete, delayed, rescheduled, and exception work is visible, assigned, escalated, and resolved.
• Monitor service performance, work-order accuracy, backlog, capacity, and revenue-impacting issues.
• Strengthen departmental processes, training, documentation, and accountability.
• Ensure accurate and timely use of Shepherd, NetSuite, and other operational systems.
• Partner across Field Operations, Sales, Finance, Customer Service, and other departments to improve execution and customer service.
• Build a culture of accountability, reliability, teamwork, continuous improvement, and care for people.

Work Environment

The Field Service Manager works primarily in an office environment with frequent collaboration across office and field teams. As an exempt manager, the role is expected to meet the company’s established minimum work-hour requirement and may require occasional evenings, weekends, or additional hours to support operational needs and resolve significant service issues.

Requirements

• High school diploma or equivalent.
• Three or more years of leadership experience in operations, field service management, scheduling, dispatch, customer operations, or a related area.
• Demonstrated ability to lead multiple functional teams, delegate effectively, resolve operational issues, and improve processes.
• Strong proficiency with field-service management systems (FSM), enterprise resource planning (ERP) systems, dispatch and scheduling platforms, reporting tools, and project-management software.
• Ability to interpret operational and financial reports, identify trends, and ensure timely follow-up and accountability.
• Strong written, verbal, and cross-functional communication skills.

Preferred Qualifications

• Bachelor’s degree in business, operations management, or a related field.
• Five or more years of progressive operational leadership experience.
• Experience in construction, field service, multi-market operations, or another dispatch-intensive environment.
• Experience supporting an ERP or field-service software implementation.