Manager, Field Services

Manager, Field Services

The Field Service Manager (FSM) manages all delivery, field repair and service, installations and returns for all locations within a Market or Markets. The FSM is responsible for driving market delivery and installation margins by maximizing internal resources, identifying constraints, and achieving key performance metrics such as customer satisfaction, on-time delivery, service, fleet readiness and returns. Success will be accomplished through value‑driven execution that fully complies with Will Scot policies and all relevant laws and regulations.

The FSM maintains excellent service standards, responds efficiently to customer inquiries, and strives for high customer satisfaction.

• Conduct business in compliance with all Environmental Health & Safety policies.
• Conduct periodic safety meetings and maintain safety documents and logs.
• Manage employee health and safety through Safety Save, training, observations, and regularly scheduled assessments.
• Ensure operating standards are trained, communicated, and maintained.

• Provide direct and indirect managerial oversight to branch operational employees, including Dispatchers / Transportation Coordinators, Production Supervisors, Drivers, Field Service Technicians, Set‑Up Crews, and Branch Coordinator.
• Manage tasks, daily assignments, and other daily duties for temporary workers and contractors as appropriate.
• Manage delivery & installation profit margin.
• Report and document market delivery and installation data.
• May require field visits, ride‑alongs, and customer inspections.
• Schedule deliveries/pick‑ups outside the current dispatch schedule as appropriate.
• Schedule and assign in‑house or vendor drivers to support 100% on‑time pick‑up and delivery targets.
• Review next‑day/week/month deliveries and pick‑ups and develop a dispatch plan.
• Coordinate fleet readiness with branch partners to meet customer demand within assigned market(s).
• Review and receive purchase orders for all transport vendors; arrange permits, pilot cars, and escorts for delivery, return, and relocation of units.
• Coordinate employees, vendors, and contractors for timely completion of complex installation and removal.
• Ensure drivers document damages at retrieval and return.
• Monitor and document DVIR and preventative maintenance files.
• Assist drivers with schedule or route changes when necessary.
• Define and maintain office/administrative procedures; act as local coordinator or point of contact for branch activities such as payroll, accounts payable/receivable, purchase orders, filing, and reception duties.
• Manage one or more branch administrative employees as needed.
• Use Net Promoter Score (NPS) feedback to communicate timely improvements and identify process improvement opportunities.
• Review Drivecam coaching opportunities and take action as necessary.
• Conduct performance discussions and training.
• Own all DOT compliance within the assigned territory, whether directly or through dispatchers.
• Perform other duties as assigned.

Requirements:

• High school diploma, GED, or 3 years of applicable experience.
• 7 years of work experience OR 2 years of experience with Will Scot.
• 3 years of experience managing 10 or more employees across more than one location OR 2 years of experience with Will Scot.
• Experience managing a unit or departmental P+L OR 2 years of experience with Will Scot.
• MS Office/Excel/Word/Outlook experience.
• Experience working directly with customers by phone and email.
• Strong customer service orientation, active listening, and excellent oral and written communication.
• Ability to follow direction and meet deadlines in a fast‑paced environment.
• Experience applying creativity to problem‑solving.
• Build sustainable relationships and trust with vendors through open, proactive communication.
• Ability to effectively manage multiple, changing priorities in a fast‑paced environment.

Preferred Requirements:

• Bachelor's degree preferred.
• 3 years of logistics experience.
• Scheduling, route planning and optimization experience.
• Familiarity with CRM system or other contact management platform.
• Salesforce experience.
• Familiarity…