Mechanical Service Manager

We’re partnering with a Memphis area client seeking an experienced Field Services Manager to lead day‑to‑day service operations across the field technician team. In this role, you’ll own customer service and support workflows, optimize technician scheduling and travel, expedite parts, and ensure timely, high‑quality resolution of service calls and projects. Success looks like streamlined dispatching, cost‑efficient routes, responsive communication, and consistently high customer satisfaction.

• Own customer service operations: Organize service files, manage incoming service calls, and oversee service contracts while directly engaging with customers every day.
• Dispatch & scheduling: Strategically schedule technicians to maximize efficiency and minimize travel costs; coordinate travel schedules and coverage plans.
• Intake & triage: Respond to customer calls, assess needs, and dispatch the right technician promptly based on skills, location, and urgency.
• Close‑out quality: Conduct follow‑up calls post‑service to confirm satisfaction, capture feedback, and identify opportunities for process improvement.
• Grow revenue: Actively identify and pursue new service agreement opportunities with existing and prospective customers.
• 24/7 support: Manage the emergency on‑call line and ensure the on‑call technician handles requests quickly and effectively.
• Technical collaboration: Partner with technicians to resolve complex jobs, communicating with vendors and factories to troubleshoot and elevate as needed.
• Parts & logistics:
  Expedite parts requirements for all service personnel; coordinate sourcing, lead times, and delivery to meet service schedules.
• Quoting: Prepare accurate service and parts‑related quotations; support approvals and follow‑through to invoicing.
• Metrics & reporting: Track core KPIs (response time, first‑time fix rate, schedule adherence, customer satisfaction) and recommend continuous improvements.

• Proven experience leading field service operations in a mechanical/industrial environment (e.g., equipment, machinery, HVAC, or related).
• Strong customer service presence with clear, professional communication—written and verbal.
• Demonstrated scheduling/dispatch expertise and route optimization to reduce travel and labor costs.
• Hands‑on coordination with vendors/factories for technical support, parts, and warranties.
• Ability to prepare quotes and collaborate with finance/order management for accurate billing.
• Solid organizational skills
  —maintaining service files, contracts, parts tracking, and technician documentation.
• Familiarity with service management/CRM/ERP tools (dispatching, ticketing, parts management, and reporting).
• Willingness to support a 24/7 on‑call rotation and occasional regional travel.

• Experience supervising multi‑site field service technicians
  .
• Knowledge of mechanical systems and safety standards; ability to read basic schematics and service documentation.
• Continuous improvement mindset with data‑driven decision making.
• Primarily office‑based with daily customer interaction and team coordination.
• Occasional site visits and regional travel as needed.
• Participation in after‑hours/on‑call coverage.

• Primarily office‑based with daily customer interaction and team coordination.
• Occasional site visits and regional travel as needed.
• Participation in after‑hours/on‑call coverage.

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

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