Field Service Manager - Grand Rapids MI

Applied Innovation is seeking a high-capacity, self-directed Field Service Manager to lead and develop a high-performing service team supporting production-level office equipment across West Michigan. This role is ideal for a hands-on leader who thrives in a fast-paced environment, values accountability, and is passionate about delivering exceptional client and team experiences. This is a full-time, onsite position, Monday through Friday from 8:00 a.m. to 5:00 p.m., located at 3223 Kraft Ave SE, Grand Rapids, MI 49512.

• Lead, coach, and develop a team of field service professionals supporting high-volume office equipment.
• Foster a culture of professionalism, accountability, and continuous improvement.
• Conduct regular one-on-one meetings, team meetings, and performance reviews.
• Ensure team members consistently represent Applied Innovation positively in all customer interactions.
• Maintain appropriate staffing levels to meet or exceed Applied Innovation’s response time and service standards.
• Ensure technicians have the training, tools, and resources needed to succeed.
• Oversee daily operations while maintaining a long-term strategic perspective.
• Support business planning, benchmarking, and ongoing process improvements.
• Partner closely with the sales team to support customer satisfaction, retention, and growth.
• Review customer feedback and proactively resolve service issues.
• Communicate effectively across departments to align goals and expectations.
• Balance company, department, and team priorities to drive overall organizational success.
• Identify opportunities to improve service delivery, efficiency, and customer experience.
• Understanding and alignment with the organization’s core values.
• Other duties as assigned.

To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.

• Minimum of 5 years of experience in the office equipment industry and/or prior management experience, preferred.
• Proven ability to lead, motivate, and manage teams in a service-driven environment.
• Excellent organizational, communication, and collaboration skills.
• Strong planning and prioritization abilities.
• Creative, solution-oriented problem solver with a results-driven mindset.
• Ability to work independently while managing multiple priorities.

• High school diploma or equivalent required.
• Driver’s license with a clean driving record. No DUI’s in the past 5 years.

We offer a comprehensive benefits package, including:

• Medical, dental, and life insurance
• Short-term disability
• Paid vacation and holidays
• 401(k) retirement plan with company match program
• Onsite fitness center
• Paid volunteer time
• Opportunities for professional growth and advancement