Field Support Manager

About the role

The Field Support Manager is responsible for developing and continuously improving the technical, customer-service, and sales capabilities of plumbing, HVAC, and electrical field technicians and their supervisors. The role designs and delivers training programs, conducts ride-alongs and role-play sessions, and partners with operations leaders to drive higher revenue per technician, improved quality, enhanced safety, and superior customer satisfaction.

Responsibilities

• Design and deliver multi-trade training programs
• Build structured training curricula for service and installation technicians across plumbing, HVAC, and electrical, including technical skills, diagnostics, safety, and customer communication
• Conduct classroom, shop, and field-based training on systems, diagnostics, installation best practices, and company procedures
• Coordinate manufacturer certifications and continuing education for technicians

• Spend significant time in the field conducting ride-alongs to observe work, reinforce standard processes, and provide real-time coaching on customer-facing behaviors
• Assist with challenging service calls, mentoring technicians through diagnostic, repair vs. replace, membership, and customer communication steps
• Inspect installation quality and ensure adherence to codes, safety standards, and company SOPs

• Design and facilitate role-play sessions that simulate real homeowner interactions, including price objections, “need to think about it,” repair vs. replace, and competing quotes
• Develop and maintain talk tracks, objection-handling scripts, and sales playbooks for maintenance agreements, accessories, and system upgrades tailored to home services
• Train technicians to present options, explain value, and close work ethically, focusing on increasing conversion rates and average ticket while maintaining customer trust
• Analyze service data to identify revenue opportunities (e.g., recurring maintenance plans, add-ons) and embed these into training content

• Coach field supervisors and service managers on how to run effective one-on-ones, ride-alongs, and coaching sessions with their teams
• Provide train-the-trainer sessions so supervisors can deliver refreshers and reinforcement training locally
• Partner with operations and field leadership to ensure alignment between training content, operational priorities, and performance expectations

• Establish and manage a “train the trainer” program to empower service managers and create an internal coaches network
• Develop training materials and resources to support trainers and coaches in delivering consistent, high-quality training
• Foster a culture of continuous learning and development across the organization

• Ensure training content reinforces safety procedures, regulatory compliance, and company policies for all trades
• Monitor field performance for patterns of callbacks, warranty issues, and safety incidents, and address root causes with targeted training

• Track training impact using key performance indicators such as first-time fix rate, callback rate, average ticket size, membership/maintenance-plan penetration, customer satisfaction (CSAT/NPS), and technician productivity
• Maintain training records for all technicians, documenting completed courses, certifications, and demonstrated competencies
• Continuously update training materials and methods based on new technologies, equipment, codes, and best practices in home services

Key Performance Indicators (KPIs)

• Increase in revenue per technician, average ticket value, and tech-generated lead volume
• Improvement in conversion rates on recommended repairs, system replacements, and maintenance plans
• Reduction in callback and warranty rates and improvement in first-time fix rate
• Improvement in safety metrics and customer satisfaction scores
• Technician progression through defined skill levels and certifications, and improved retention of high performers

Qualifications

• Minimum 15 years of progressive field technician and field operations leadership experience
• Minimum 7 years of multi-site, multi-trade direct training, coaching, and operational support experience across plumbing, HVAC, and the electrical trades
• Required experience owning and operating a mid-to-large residential home-services organization, with accountability for workforce performance, customer experience, revenue, and profitability
• Demonstrated success in improving field performance metrics such as productivity, quality, sales conversion, or customer satisfaction
• Strong communication and facilitation skills, comfortable leading classroom sessions, workshops, and in-field coaching
• Familiarity with sales processes in home services
• Relevant licenses or certifications and a valid driver’s license

Skills and Competencies

• Ability to translate complex technical concepts into clear, practical training for technicians at different skill levels
• Strong coaching mindset, with the ability to give specific, behavior-based feedback in the field
• Data literacy to interpret performance metrics and use them to prioritize training interventions
• High credibility with technicians and supervisors, supported by real-world field experience
• Comfort using modern training tools and role-play platforms for simulated homeowner interactions

Working Conditions and Travel

• Primarily field-based role with frequent travel between branches, customer sites, and training facilities
• Regular time spent in mechanical rooms, crawlspaces, attics, and other typical job sites for plumbing, HVAC, and electrical work
• Occasional evening or weekend training sessions to accommodate technician schedules

Pay

$135,000 – $155,000 per year