Position Title: Field Service Manager

Reports to: Customer Service Operations Manager 

FLSA: Exempt 

Position Summary:

The Field Service Manager is responsible for leading and developing a team of appliance service technicians to ensure exceptional customer service, operational efficiency, and high-quality repair performance. This role oversees daily field operations, including dispatch execution, technician productivity, and service quality, while driving continuous improvement through coaching, training, and performance management.

The Field Service Manager plays a critical role in enhancing the customer experience in the field, ensuring technicians are properly trained, certified, and equipped to represent the company with professionalism and expertise.

Key Responsibilities

• Lead daily dispatch operations to ensure efficient routing, scheduling, and timely service completion.
• Coordinate with dispatch and call center teams to maximize technician utilization and response efficiency
• Monitor service capacity and adjust staffing and scheduling to meet demand and drive first-call resolution
• Supervise and support field service technicians by establishing clear performance expectations and aiding their growth and success.
• Conduct performance reviews, coaching, and corrective action as needed
• Conduct ride-alongs to evaluate performance, offer real-time coaching, and strengthen service standards.
• Foster a culture of accountability, teamwork, and continuous improvement
• Oversee technician onboarding, training, and ongoing development programs
• Ensure technicians maintain required certifications and stay current with manufacturer standards
• Identify skill gaps and implement targeted training plans
• Drive a high-quality customer experience in the field, reinforcing professionalism and service standards
• Address escalated customer issues and encourage a mindset focused on achieving a "first-time fix."
• Manage and coordinate fleet vehicle inspections, routine maintenance, and seasonal services 

 Qualifications

       5 years of experience in appliance repair, field service, or related industry

• 2 years of leadership or supervisory experience
• Strong knowledge of dispatch operations, routing, and field service management
• Proven ability to coach, develop, and lead technical teams
• Experience with technician certification programs and training development preferred
• Strong problem-solving and decision-making skills
• Excellent communication and customer service skills

Physical Requirements:

• Frequently moves appliances weighing floor-to-waist> 125 lbs.
• Frequently lifts objects from waist to overhead >50 lbs.
• Frequently push/pulls 50-100 lbs.
• Frequent gripping of up to 75 lbs.
• Frequent forward bending, deep-knee bending, kneeling, twisting
• Operate a company vehicle
• The person in this position frequently communicates with customers and other employees
• Frequently exposed to changing weather conditions

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.