Field Service Manager

Field Service Manager

The Field Service Manager is responsible for leading the U.S. Field Service Engineering (FSE) team and managing day-to-day service operations to ensure timely, high-quality customer support. This role combines people leadership with operational ownership of the service lifecycle, including resource allocation, quotations, service documentation and closure, billing, and customer escalations.

The Field Service Manager also manages the Company’s outsourced service provider in Canada, ensuring consistent service delivery, documentation quality, customer experience, and operational performance across U.S. and Canadian service activities.

• Field Service Leadership
• Provide day-to-day leadership, coaching, and development for the U.S.
  
  -based Field Service Engineering team.
• Manage FSE performance, including goal setting, performance evaluations, coaching, and development planning.
• Lead the hiring, onboarding, training, and development of new FSEs and maintain team training compliance.
• Conduct regular team meetings to communicate priorities, review performance, and address operational needs.
• Manage team workload, territory coverage, overtime, expenses, and resource utilization; approve timesheets and expense reports.
• Develop, monitor, and report Field Service metrics, quality objectives, and key performance indicators.
• Serve as an escalation point for FSE technical issues and customer concerns.
• Partner with internal stakeholders to resolve technical and operational issues and improve service delivery.

• Review incoming service requests and dispatch work to the appropriate FSE based on territory, customer priority, workload, and technical requirements.
• Coordinate service coverage for employee absences, open territories, peak demand, and other resource constraints.
• Manage billable service transactions from quotation through invoicing, including preparing customer quotations, coordinating required approvals or purchase orders, and billing completed service activities.
• Monitor open service activities to support timely customer response and completion.
• Review completed Service Max work orders for completeness, accuracy, and compliance with applicable procedures and Quality System requirements.
• Complete Work Order, Case, and Quality Notification closure activities as required.
• Maintain accurate service records, Service Max data integrity, and consistent use of service workflows; serve as the FSE team’s Service Max administrator.
• Support accurate management of FSE car stock and service inventory.
• Ensure product complaints are accurately communicated and documented in accordance with applicable SOPs.
• Identify and implement opportunities to improve service processes, documentation quality, operational efficiency, billing timeliness, and customer experience.

• Manage the relationship and day-to-day service activities of the Company’s outsourced Canadian service provider.
• Manage Canadian service activities from request through billing, including quotation preparation, dispatch, monitoring service delivery, documentation review and closure, and customer billing.
• Review and validate vendor invoices for completed service work and approve invoices in accordance with established processes.
• Monitor service provider performance and address service quality, responsiveness, documentation, and customer concerns as needed.
• Promote consistent service standards, Quality System compliance, and customer experience across U.S. and Canadian service operations.

• Serve as an escalation point for critical customer issues and coordinate resources to minimize equipment downtime and customer disruption.
• Proactively identify recurring…