Field Service Manager - Service & Maintenance

Position Description

An excellent opportunity has arisen for a Field Service Manager within our Aftermarket Support team. This role blends people leadership with hands-on technical expertise to drive onsite excellence, customer satisfaction, and continuous quality improvement. The Field Service Manager partners closely with the Aftermarket Leadership Team, Quality, End-of-Line Test (EOLT), and Service/Commissioning teams to ensure contractual obligations are met and feedback from the field is translated into actionable product and process improvements.

• Team Leadership and Operations:
  Work alongside the North America Director - Service & Maintenance and other Service Managers to support department operations, with a particular emphasis on coordinating and supporting external Engineers.
• Manage and approve the submission process for external Engineer timesheets and expense reporting.
• Manage the Modine external Engineer absentee and sick process in accordance with policy and local requirements.
• Ensure 24-hour service support coverage in line with contractual obligations, including escalation management.
• Customer Contracts and Commercial Support

• Maintain clear records of contract scope, response commitments, and service deliverables; ensure field execution aligns to contract terms.
• Assist in pricing preparation, negotiation support, and renewal activities for customer service contracts in partnership with Aftersales leadership and Procurement/Finance as needed.

• Customer Experience, KPIs, and Continuous Improvement

• Develop, track, and report key performance indicators (KPIs) related to customer service delivery, quality, response times, and first-time-fix where applicable.
• Identify trends in service performance and product reliability; recommend corrective actions and process improvements.

• Quality and Cross-Functional Collaboration

• Partner closely with the Quality department as a bridge between Service and Maintenance Support Engineers and the Quality team, translating field issues into clear, actionable problem statements.
• Support investigation, containment, and corrective action efforts; assist with rollout of approved changes to the factory and field as required.
• Demonstrate working knowledge of the Airedale Quality process and ensure feedback loops are maintained and documented.

• Technical Leadership and Field Support

• Serve as a key technical point of contact for external customers, ensuring effective coordination of external Engineers to meet customer requirements.
• Provide guidance on troubleshooting, diagnosis, and repair activities across mechanical, electrical, and controls disciplines as needed.
• Act as a point of contact between Service and End of Line Test (EOLT) to enable feedback, technical training, and process alignment; familiarity with EOLT procedures is beneficial.

• Training and Development

• Build and maintain training plans for internal support staff, including hands-on and site experience where appropriate.
• Build training plans for new Service Technicians; conduct regular performance check-ins and document progress.
• Leverage factory build knowledge to coach new starters on workmanship standards, visual quality, and the importance of doing work correctly to agreed standards.

• 5+ years of experience in field service operations, with at least 2 years in a managerial or supervisory role.
• Proven leadership skills with the ability to motivate, coordinate, and develop a field service team.
• Strong customer focus and a professional, solutions-oriented approach.
• Demonstrated drive to improve quality, service performance, and operational standards.
• Working knowledge of onsite health and safety requirements.
• Highly organized, proactive, and able to manage multiple priorities independently.
• Strong mechanical, electrical, and controls knowledge (or comparable technical experience).
• Excellent written and verbal communication skills.
• Valid, clean driver's license.
• Universal EPA 608 Certification.
• OSHA 10 Certification (minimum).
• Education: Bachelor's degree in Engineering, Business Management, or related field preferred.

Health & Well-being:

• Day One
  • Competitive health, dental & vision insurance coverage
  • Employee Assistance Program (EAP)
• After 90 days of continuous employment
  • Maternity Leave (12 weeks at 100% pay)
  • 8 weeks of short term disability leave paid at 100%
  • 4 weeks of paid parental leave paid at 100%
  • Paternity Leave (4 weeks at 100% pay)

Financial Benefits:

• 401k Retirement plan and company paid match
• Life Insurance
• Health Savings Account (HSA) with employer contribution
• Flexible Spending Accounts (FSA)
• Short Term Disability (company paid)
• Long Term Disability

Work-Life Balance:

• Competitive time-off policies
• Tuition Reimbursement

To view full benefits information:
MyModine Benefits

Modine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin,…