Reliability Field Service Manager

Reliability Field Service Manager at Wilcox + Flegel - Guardian Department

We are seeking a dedicated, safety-focused individual with strong leadership skills to join our Guardian Reliability Services Department. As the Reliability Field Service Manager, you will play a crucial role in developing strong connections and ensuring efficiency of our field service operations. If you are a proactive leader with a passion for driving reliability and performance, we would love to hear from you!

This position requires frequent travel across customer and work sites.

• Medical, Dental, Vision, RX, Optional FSA
• Optional Medical Waive Bonus
• Company paid Life Insurance, Short Term & Long Term Disability, and AD&D
• 401(k) with generous company match
• Paid Vacation Time, 120 hours per year
• 7 Paid Holidays
• Working Holiday Pay
• Paid Volunteer Hours
• Employee Fuel Discount Account
• Profit Sharing Program
• Wellness Program Incentives
• Recognition & Reward Program
• Team Member Referral Bonus
• Boot Reimbursement

The Reliability Field Service Manager oversees overall performance, inventory, technician supervision, and daily operations for the Guardian Reliability Services department. The RFSM ensures delivery of high‑quality service while developing a strong, connected team of field personnel. This role demands frequent travel, mentorship, safety standards adherence, and a customer‑first culture.

• Positively Impacting Others – Create positive energy using empathy and kindness
• Adapt to Change – Embrace, encourage and excel in a changing environment
• Team Environment – Create synergy with common purpose and commitment
• Honest Communication – Communicate to build trust and mutual respect
• Safe and Strong Work Ethic – Consistently producing high quality work in a safe manner

• Field Leadership & Technician Development
  • Serve as primary field leader and point of escalation for service technicians.
  • Travel to customer locations to coach, support, and train field technicians.
  • Lead performance reviews, skill assessments, and development plans.
  • Foster a customer‑first culture encouraging growth, accountability, and pride.
  • Promote safety, collaboration, and respect in every work environment.
• Operational Oversight
  • Ensure services are executed safely, efficiently, and with excellence.
  • Coordinate technician schedules, job assignments, and logistics.
  • Maintain field readiness by overseeing truck inventories and equipment inspections.
  • Review service logs and reports to assure quality and identify improvement areas.
  • Maintain documentation practices in CMMS and related platforms.
  • Train and certify technicians on all service types.
  • Maintain frequent contact with team members to remove obstacles and streamline processes.
• Customer Experience & Issue Resolution
  • Support strong, professional relationships with customers in the field.
  • Resolve service‑related issues and customer concerns quickly and effectively.
  • Champion service excellence aligned with Guardian values.
  • Act as customer advocate internally.
• Systems & Technology
  • Utilize and train others in CMMS, Samsara, and Microsoft Office.
  • Leverage field technology to monitor service effectiveness and coach team members.
  • Ensure accurate documentation and KPI tracking on all platforms.
• Strategic & Tactical Contribution
  • Contribute to hiring, onboarding, and retention strategies.
  • Collaborate with operations and leadership to define and track key metrics.
  • Support budgeting, project planning, and improvement initiatives.
  • Identify and remove barriers to technician success and customer satisfaction.
  • Identify opportunities for upsell and cross‑sell initiatives aligned with customer goals.
  • Drive department growth through expanding service coverage and optimizing deployment.

• Strong customer‑centric mindset with ability to develop others.
• Skill at assessing priorities and guiding teams toward effective action.
• Adaptable learner, agile, flexible, and resilient.
• Experience leading projects and managing vendors or contractors.
• Ability to resolve customer issues and support quick resolution.
• Knowledge of regulations and ability to leverage expertise.
• Approacha…