What are the responsibilities and job description for the Field Service Manager position at Best Equipment Company, Inc.?
Company Overview
Best Equipment is a family-owned and operated environmental equipment dealership headquartered in Indianapolis, Indiana. We provide premium equipment sales and service in industries such as garbage and recycling, sweeping, sewer, hydro excavation, and underground operations. Serving municipalities and contractors across Indiana, Ohio, Kentucky, and Michigan. We pride ourselves on exceptional customer service, and our family values are at the heart of everything we do.
Summary Of The Position
The Field Service Manager will lead, mentor, and manage a team of field service technicians responsible for equipment service and repair across a multi-state territory including Indiana, Michigan, Ohio, and Kentucky. The successful candidate will be a proactive leader, dedicated to fostering a positive and productive team environment, ensuring exceptional customer satisfaction, and driving operational efficiency. This role requires strong communication skills, technical acumen, and the ability to effectively manage both people and budget.
Key Responsibilities
Team and Personnel Management
Starting salary is competitive and will be based on qualification and experience. Best Equipment offers medical, dental, vision, and life insurance, 401K, 10 paid holidays, vacation and sick time, plus more benefits. For more information on Best Equipment, please visit www.BestEquipmentCo.com.
Best Equipment is a family-owned and operated environmental equipment dealership headquartered in Indianapolis, Indiana. We provide premium equipment sales and service in industries such as garbage and recycling, sweeping, sewer, hydro excavation, and underground operations. Serving municipalities and contractors across Indiana, Ohio, Kentucky, and Michigan. We pride ourselves on exceptional customer service, and our family values are at the heart of everything we do.
Summary Of The Position
The Field Service Manager will lead, mentor, and manage a team of field service technicians responsible for equipment service and repair across a multi-state territory including Indiana, Michigan, Ohio, and Kentucky. The successful candidate will be a proactive leader, dedicated to fostering a positive and productive team environment, ensuring exceptional customer satisfaction, and driving operational efficiency. This role requires strong communication skills, technical acumen, and the ability to effectively manage both people and budget.
Key Responsibilities
Team and Personnel Management
- Provide direct leadership and mentorship to a team of remote field service technicians.
- Lead the entire hiring process for new field service staff, from screening and interviewing to final selection.
- Implement a structured onboarding and training program for new technicians to ensure a smooth transition and rapid skill development.
- Conduct regular, comprehensive performance reviews for all direct reports, providing constructive feedback and setting clear goals for growth.
- Organize and lead frequent team meetings to discuss operational updates, safety protocols, and technical best practices.
- Perform periodic ride-alongs with technicians to observe performance, provide on-the-job coaching, and work through complex technical challenges.
- Develop and manage technician schedules and routing to optimize efficiency and minimize travel time.
- Coordinate and schedule all repair work, balancing the needs of both internal shop teams and external clients.
- Serve as the primary point of contact for all customer service needs, handling both proactive client outreach and reactive service requests.
- Participate in a rotating on-call schedule for emergency service needs, a duty that will eventually be shared with a Field Service Advisor.
- Collaborate closely with the dedicated Service Advisor and Parts Professional to ensure a seamless workflow for parts sourcing, tracking, and delivery.
- Act as the technical liaison, working with technicians to troubleshoot complex equipment issues and communicating solutions to end-users.
- Maintain strong relationships and regular communication with factory representatives and external vendors.
- Conduct both in-person and remote meetings with clients to discuss service needs, build relationships, and resolve concerns.
- Work in close partnership with other Service Managers and the Service Operations Manager to ensure a cohesive and consistent service strategy across the organization.
- Manage and maintain the field service department's operational and financial budget, ensuring cost-effectiveness and profitability.
- Track and analyze key performance indicators (KPIs) and other operational metrics to identify areas for improvement.
- Technician labor recovery rates - billable vs non-billable.
- Service work in progress (SWIP) .
- Management of field techs daily work hours (overtime).
- Client satisfaction rates.
- Team development.
- Proven experience in a service management or leadership role, preferably within the equipment or heavy machinery industry.
- Strong technical background with the ability to understand and troubleshoot complex mechanical and electrical systems.
- Excellent communication and interpersonal skills, capable of building rapport with both team members and clients.
- Demonstrated ability to manage a budget and track financial performance.
- Experience in hiring, training, and performance management.
- Proficiency with scheduling software and customer relationship management (CRM) systems.
- Ability to travel regularly within the designated multi-state territory.
Starting salary is competitive and will be based on qualification and experience. Best Equipment offers medical, dental, vision, and life insurance, 401K, 10 paid holidays, vacation and sick time, plus more benefits. For more information on Best Equipment, please visit www.BestEquipmentCo.com.