Field Service Manager

Core Responsibilities

• Lead and manage day-to-day field service operations, ensuring timely and effective delivery of automation, controls, and technical support services.
• Cook up service schedules, technician assignments, and resource allocation to maximize productivity and customer responsiveness.
• Monitor service requests, project support activities, emergency service calls, and preventive maintenance programs.
• Ensure field service work is completed safely, efficiently, and in accordance with company standards and customer requirements.
• Manage service backlog and prioritize resources to meet customer commitments.
• Serve as the primary escalation point for customer service issues and field service concerns.
• Develop and maintain strong customer relationships through responsive communication and effective service delivery.
• Collaborate with Sales and Account Managers to support customer retention and identify opportunities for additional service offerings.
• Maintain customer satisfaction metrics and implement corrective actions when necessary.
• Lead, coach, and develop field service technicians and service coordinators.
• Conduct performance evaluations, establish development plans, and provide ongoing mentoring.
• Support recruiting, onboarding, training, and retention of field service personnel.
• Promote a culture of accountability, teamwork, continuous improvement, and customer focus.
• Ensure technicians maintain required technical certifications and training.
• Monitor and manage key service performance metrics including technician utilization, response time, service quality, backlog, and customer satisfaction.
• Drive continuous improvement initiatives to improve service efficiency and operational effectiveness.
• Develop and implement standard operating procedures and best practices for field service activities.
• Analyze service performance data and implement actions to improve productivity and resource utilization.
• Promote and enforce a strong safety culture across all field service activities.
• Ensure compliance with company policies, customer requirements, and applicable regulatory standards.
• Conduct safety reviews, incident investigations, and corrective action initiatives as needed.
• Support quality assurance programs and continuous improvement efforts.
• Partner with Engineering, Project Management, Manufacturing, and Sales teams to coordinate customer support activities.
• Participate in project planning and startup activities requiring field service involvement.
• Provide operational updates and performance reporting to leadership.
• Support service-related process improvements across the Automation Division.

Qualifications

• Bachelor's degree in Engineering, Industrial Technology, Automation, Business Management, or a related field preferred.
• Equivalent combination of technical education and field service leadership experience will be considered.
• 5-10 years of experience in industrial automation, controls, manufacturing, field service, or a related technical environment.
• Demonstrated success improving service delivery performance and customer satisfaction.
• Strong understanding of industrial automation systems and field service best practices.
• Knowledge of PLC, HMI, SCADA, industrial networking, motion control, robotics, and related automation technologies.
• Understanding of troubleshooting methodologies and service delivery processes.
• Experience with service management software, ERP systems, CRM platforms, and reporting tools.
• Ability to interpret technical drawings, electrical schematics, and control system documentation.