Senior Field Service Manager

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest asset…our employees.

About the role

The Senior Field Service Manager leads and manages all field service operations, including technicians, service managers, dispatch, and customer support. This role develops strategies to improve service delivery, maximize customer satisfaction, optimize workforce productivity, and achieve financial and operational goals.

Responsibilities

• Lead and manage field service teams across multiple regions or locations.
• Develop and implement field service strategies aligned with company objectives.
• Establish and monitor key performance indicators (KPIs) such as:
  • First-time fix rate
  • Response time
  • Technician utilization
  • Customer satisfaction (CSAT)
  • Service profitability
• Oversee scheduling, dispatching, and resource allocation.
• Ensure compliance with safety regulations, company policies, and industry standards.
• Manage departmental budgets, forecasts, and cost controls.
• Build strong relationships with customers and key stakeholders.
• Identify opportunities to improve operational efficiency through technology and process improvements.
• Collaborate with Sales, Operations, Engineering, Supply Chain, and Customer Support teams.
• Recruit, develop, coach, and retain high-performing service leaders and technicians.
• Resolve escalated customer issues and implement corrective actions.
• Drive continuous improvement initiatives using Lean, Six Sigma, or other operational excellence methodologies.
• Participate in required safety program, and work in a safe manner.
• Assist in any other branch function as needed and assigned by management.

Requirements

• Bachelor's degree in Business, Engineering, Operations Management, or a related field.
• 8–15+ years of progressive experience in field service, operations, or service management.
• 5+ years of leadership experience managing large, geographically dispersed teams.
• Strong financial acumen, including budgeting and P&L management.
• Experience with Field Service Management (FSM) systems (such as Salesforce Field Service, ServiceMax, or Microsoft Dynamics 365 Field Service).
• Excellent leadership, communication, and problem-solving skills.

Preferred Qualifications

• OSHA30 certification.

Physical Demands

• Light physical activity: Occasionally lift/carry/lower 1–15 lbs, seldom lift/carry/lower 15–30 lbs, never lift/carry/lower +30 lbs.
• Occasional pushing/pulling, reaching (both above and below shoulder), bending/twisting, walking, standing, repetition – hand/wrist simple and firm grasping.
• Seldom crouching/stooping/squatting, crawling/kneeling, climbing/stepping.
• Office and field-based leadership role.
• Frequent travel to regional offices and customer sites.
• Occasional evening or weekend work to support critical operations.

Values

At Yancey Bros. Co, we are always looking to add people to our team who share our core values:

• Safety: We value the lives and health of our team and customers above all else.
• Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.
• Teamwork: We work as one across our organization for the benefit of our customers.
• Excellence: We strive to be the best, continuously improving our customers’ experience and the solutions we provide.
• Sense of Urgency: We respond quickly to customer needs and hold ourselves accountable for results.

Ideal candidates will demonstrate the following values:

• Acting in a safe manner
• Exhibiting honesty and integrity
• Acting in a fair and ethical manner
• Team mentality
• Delivering quality results
• Embracing change / improvement
• Exhibiting superior customer service skills
• Exhibiting pride and ownership
• Working with a sense of urgency
• Exhibiting a winning attitude

Benefits

• Competitive Pay Structure
  • Competitive pay
  • Individual bonus opportunities available
  • Technician tool allowance
• Retirement & Financial
  • 401k plan with strong company match
  • Employee profit sharing
  • Financial wellness coaching
• Employee Wellness Program
  • Medical, vision, dental insurance
  • Prescription drug coverage
  • Flexible spending accounts
  • Short & long term disability
  • Group life insurance
• Personal Time Off
  • Paid holidays
  • Paid sick leave
• Career Development
  • Tuition reimbursement
  • Ongoing training
  • Advancement opportunities