Field Service Manager

SKIDATA · Burlingame, CA · 2 mo ago

OTHRFull-time

Location: San Francisco Bay Area – Northern California

About the role

The Field Service Manager (FSM) is a full-time leadership position responsible for overseeing account management strategy, resource allocation, people management, and cross-departmental collaboration to ensure exceptional customer service. The FSM supervises a team of Service Technicians, System Engineers, and Project employees, fostering teamwork and coordination while addressing inquiries, escalations, and service quality benchmarks. This role focuses on streamlining field service operations, conducting performance assessments, and enhancing overall service quality and customer satisfaction.

The FSM establishes and tracks key performance indicators (KPIs), analyzes financial performance, controls costs, and implements initiatives to improve profitability and operational effectiveness.

Responsibilities

Coordinate and schedule service technicians to ensure timely completion of maintenance and service tasks.
Monitor and manage financial aspects of service operations, including budgeting, forecasting, and cost control.
Lead and develop a team of service technicians, providing guidance, training, and performance evaluations.
Collaborate with sales, operations, and customer service departments to maintain customer accounts in exceptional standing.
Implement and maintain service standards to meet customer expectations and company objectives.
Monitor and analyze service performance metrics to identify areas for improvement and implement necessary changes.
Ensure compliance with company policies, procedures, and safety regulations in all service operations.
Work with centralized customer support and technical support to deliver agreed service performance.
Handle customer complaints, questions, and concerns.
Conduct customer visits for service performance and system status reviews.
Drive position modernizations within the installed customer base.
Coordinate training and development of the service team.
Conduct annual reviews of team members.
Review processes for continuous improvements.
Improve service contract coverage and margin.
Report financial results and service profitability to the Regional Operations Manager and executive team as needed.
Perform other duties as assigned.

Supervisory Responsibilities

This position involves supervising service technicians, system engineers, and system experts in their daily tasks. The FSM is expected to lead by example, actively demonstrating SKIDATA’s core values: care, commitment, courage, and curiosity.

Requirements

Must be at least 21 years old and possess a valid driver’s license with a clean driving record.
Ability to travel to remote offices for field work as required (25% to 40% depending on customer needs).
Demonstrated technical proficiency and ability to quickly grasp knowledge of company products, software, and services.
Effective communication and collaboration skills with all levels of staff, and ability to work cross-functionally to achieve daily objectives.
Demonstrated capacity to exercise sound independent judgment aligned with business needs and organizational culture.
Proficiency in interpreting company data and reports to drive operational efficiencies and implement strategic improvements.
Rapid acquisition and adept utilization of SKIDATA software and other relevant applications.
Proven ability to efficiently manage and optimize a team of 10 to 15 employees concurrently.
Strong analytical skills to troubleshoot and resolve issues, as well as develop innovative solutions.
Adaptability to thrive in a dynamic, fast-paced environment, adjusting priorities as needed while maintaining a composed and professional demeanor.
Exceptional organizational, interpersonal, and communication skills, with acute attention to detail.
Demonstrated ability to collaborate effectively with all levels of staff, including executives.
Capability to work autonomously while providing regular updates on progress.

Qualifications

Bachelor’s Degree in Business Management or Business Administration is preferred.
High School Diploma or equivalent and at least 5 years of relevant service or sales management experience in a service-oriented market; or an acceptable equivalent combination of education and experience, preferably in the Service/Construction industry.
Fluent English is essential; proficiency in other languages (e.g., Spanish/German) is a plus.
Valid driver’s license in state of residence.