Field Support Manager

Compensation Details: $135,000 - $155,000 per year

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.

• 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.
• Field coaching and ride‑alongs 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.
• Role plays and sales/revenue enablement 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.
• Supervisor and frontline leader development 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.
• Train the Trainer Program:
  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.
• Quality, safety and compliance 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.
• Measurement, reporting, and continuous improvement 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.

• 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…