Field Support Manager

Compensation Details:

$135,000 - $155,000 per year

The Field Support Manager is responsible for developing and continuously improving the technical, customer-service, and sales capabilities of plumbing, HVAC, and electrical field technicians and their supervisors. The role designs and delivers training programs, conducts ride-alongs and role-play sessions, and partners with operations leaders to drive higher revenue per technician, improved quality, enhanced safety, and superior customer satisfaction.

• Build structured training curricula for service and installation technicians across plumbing, HVAC, and electrical, including technical skills, diagnostics, safety, and customer communication.
• Conduct classroom, shop, and field-based training on systems, diagnostics, installation best practices, and company procedures.
• Coordinate manufacturer certifications and continuing education for technicians.

• Spend significant time in the field conducting ride-alongs to observe work, reinforce standard processes, and provide real-time coaching on customer-facing behaviors.
• Assist with challenging service calls, mentoring technicians through diagnostic, repair vs. replace, membership, and customer communication steps.
• Inspect installation quality and ensure adherence to codes, safety standards, and company SOPs.

• Design and facilitate role-play sessions that simulate real homeowner interactions, including price objections, "need to think about it", repair vs. replace, and competing quotes.
• Develop and maintain talk tracks, objection-handling scripts, and sales playbooks for maintenance agreements, accessories, and system upgrades tailored to home services.
• Train technicians to present options, explain value, and close work ethically, focusing on increasing conversion rates and average ticket while maintaining customer trust.
• Analyze service data to identify revenue opportunities (e.g., recurring maintenance plans, add-ons) and embed these into training content.

• Coach field supervisors and service managers on how to run effective one-on-ones, ride-alongs, and coaching sessions with their teams.
• Provide train-the-trainer sessions so supervisors can deliver refreshers and reinforcement training locally.
• Partner with operations and field leadership to ensure alignment between training content, operational priorities, and performance expectations.

• Establish and manage a "train the trainer" program to empower service managers and create an internal coaches network.
• Develop training materials and resources to support trainers and coaches in delivering consistent, high-quality training.
• Foster a culture of continuous learning and development across the organization.

• Ensure training content reinforces safety procedures, regulatory compliance, and company policies for all trades.
• Monitor field performance for patterns of callbacks, warranty issues, and safety incidents, and address root causes with targeted training.

• Track training impact using key performance indicators such as first-time fix rate, callback rate, average ticket size, membership/maintenance-plan penetration, customer satisfaction (CSAT/NPS), and technician productivity.
• Maintain training records for all technicians, documenting completed courses, certifications, and demonstrated competencies.
• Continuously update training materials and methods based on new technologies, equipment, codes, and best practices in home services.