Manager, Field Services II

About the role

The Field Service Manager (FSM) oversees delivery, field repair and service, installations, and returns for all locations within a Market or Markets. Key responsibilities include driving market delivery and installation margins, ensuring compliance with WSMM policies and laws, maintaining service standards, responding to customer inquiries, and achieving high customer satisfaction.

Responsibilities

• Conducts business in compliance with all Environmental Health & Safety Policies.
• Manages employee health and safety through Safety Save, training, observations, and regularly scheduled assessments.
• Provides direct and indirect managerial oversight to branch operational employees, including dispatchers, production supervisors, drivers, field service techs, set up crews, and branch coordinators.
• Manages delivery & installation profit margin.
• Schedules deliveries/pick-ups outside of current dispatch schedule as appropriate.
• Maintains fleet readiness with branch partners to meet customer demand within assigned Market(s).
• Reviews and receives purchase orders for all transport vendors; arranges for permits, sets up pilot cars and escorts where required for delivery, return, and relocation of units.
• Coordinates employees, or vendors and contractors for timely completion of complex installation and removal.
• Ensures drivers document damages at retrieval and return.
• Maintains DOT compliance within assigned territory.
• Utilizes Net Promoter Score (NPS) feedback to communicate timely and identify process improvement opportunities.
• Conducts performance discussions and training.

Qualifications

• High school diploma, GED, or 3 years of applicable experience.
• 7 years’ work experience, or 2 years of experience with WillScot Mobile Mini.
• 3 years’ experience managing 10 or more employees across more than one location, or 2 years of experience with WillScot Mobile Mini.
• Experience managing a unit or departmental P&L, or 2 years of experience with WillScot Mobile Mini.
• MS Office/Excel/Word/Outlook experience.
• Experience working directly with customers by phone and email, strong customer service orientation, active listening, excellent oral/written communication.
• Ability to follow direction and meet deadlines in a fast-paced environment.
• Experience applying creativity to problem-solving.
• Build sustainable relationships and trust with vendors through open, proactive communication.
• Ability to effectively manage multiple, changing priorities in a fast-paced environment.

Preferred Requirements

• Bachelor’s degree preferred.
• 3 years logistic experience.
• Scheduling, route planning and optimization.
• Familiarity with CRM system or other contact management platform.
• Experience working with outside vendors, including pricing and schedule negotiations.

Personal Characteristics

• Lead by example through living our values:
• Dedicated to Health & Safety
• Committed to Inclusion & Diversity
• Driven to Excellence
• Trustworthy & Reliable
• Devoted to Our Customers
• Community Focused