What are the responsibilities and job description for the Field Service Manager position at Confidential?
Job Title: Field Service Manager (Mechanical)
Overview
The Field Service Manager oversees domestic and international mechanical field service operations, ensuring high service quality, operational efficiency, and strong team performance. This role combines mechanical expertise with leadership, process management, and vendor oversight.
Key Responsibilities
Leadership & Team Management
- Lead and develop field service technicians and coordinators.
- Set team goals, allocate resources, and ensure timely completion of service activities.
- Provide coaching, performance reviews, and professional development.
Service Operations Oversight
- Manage daily service operations and technician deployment.
- Implement and enforce SOPs, quality standards, and escalation procedures.
- Monitor service metrics and drive continuous improvement.
Stakeholder & Vendor Management
- Act as the senior contact for service-related matters and escalations.
- Coordinate with internal departments to resolve technical or operational issues.
- Manage third-party vendors, negotiate contracts, and assess performance.
- Oversee logistics and parts coordination to support service activities.
Technical Leadership
- Provide advanced mechanical troubleshooting guidance.
- Support key service deployments and ensure EH&S compliance across operations.
Process Improvement & Documentation
- Improve field service procedures, documentation, and training materials.
- Maintain accurate service records and drive efficiency initiatives.
Reporting & Analytics
- Prepare reports on service performance and vendor compliance.
- Analyze data to forecast service needs and improve resource planning.
Travel
- Travel domestically and internationally (25–40%) for service oversight and audits.
Qualifications
- 7–10 years in field service operations, including 3 years in a leadership role.
- Strong mechanical background with experience in troubleshooting and repair.
- Experience managing vendors and negotiating service contracts.
- Proven ability to lead distributed service teams.
- Strong communication, organizational, and negotiation skills.
- Knowledge of EH&S standards.
- Proficiency in Microsoft Office Suite.
- Bachelor’s degree in Mechanical Engineering or related field preferred.
- Valid driver’s license and passport; ability to travel as required.