What are the responsibilities and job description for the Field Service Manager position at DOCUmation?
Position: Field Service Manager
Department: Service
Reports To: VP of Service
Salary Grade: DOE
FLSA Status: Salary / Exempt
Location: Houston
Company Overview
DOCUmation is a privately-held technology solutions company that provides IT, print, and software-managed services to businesses and other organizations through Texas. Headquartered in San Antonio, TX, our company has been serving customers for more than 30 years.
Description
The Service Manager is responsible for leading all field service operations within the assigned branch to deliver exceptional customer service, achieve operational and financial objectives, and develop a high-performing team. This role oversees service quality, workforce planning, employee performance, and operational efficiency while using data and key performance metrics to drive continuous improvement. The Service Manager partners with cross-functional teams to support company initiatives and ensure alignment with the organization's mission, values, and strategic goals.
Responsibilities
- Supervise and support Field Service Technicians.
- Provide ongoing coaching, performance feedback, and conduct performance and compensation reviews.
- Lead regular team meetings to communicate priorities, improve performance, and address operational issues.
- Evaluate staffing needs and allocate resources based on workload and productivity.
- Respond to customer and internal service-related inquiries and resolve escalated issues.
- Review and approve employee timecards, attendance records, and expense reimbursements for payroll processing.
- Coordinate shop workflow by assigning equipment repairs to meet service and delivery commitments.
- Manage loaner equipment inventory and utilization.
- Monitor technician productivity, travel activity, and service metrics.
- Analyze department performance, service profitability, and operational metrics to drive continuous improvement.
- Achieve departmental financial and operational performance goals.
Experience & Required Skills
- Five (5) or more years of experience servicing office technology, copier, or related equipment.
- Previous experience leading, supervising, or mentoring technical service personnel.
- Strong working knowledge of office technology products and equipment supported by the company.
- Excellent verbal and written communication skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Proficiency with computers and standard business software, including accurate data entry and documentation.
- Valid driver's license and driving record that meets company requirements.
- Ability to communicate effectively with customers, coworkers, and vendors in person, by phone, and electronically.
Education & Certification
- High school diploma or equivalent required.
- Associate degree in Electronics or a related technical field preferred, or an equivalent combination of education, training, and relevant work experience.
Physical Requirements
- Ability to safely lift, carry, and move equipment, parts, and supplies weighing up to 50 pounds.
- Ability to perform the physical duties of the position, including moving, positioning, and servicing equipment, which may require bending, kneeling, crouching, reaching, pushing, pulling, and working in confined spaces.
Benefits
- Generous Paid Time Off (PTO) policy
- Parental and caregiver leave
- Tuition reimbursement
- Quarterly bonuses for eligible positions
- Paid holidays
- 401(k) plan with employer match
- Employee Assistance Fund
- Paid Volunteer Time Off (VTO)
- Pre-paid legal coverage available
- FSA and HSA options