What are the responsibilities and job description for the Manager, Field Services position at Essintial Enterprise Solutions?
Description
Position Summary
The Field Service Manager (FSM) leads a team of field technicians performing on-site IT installations, maintenance, and technical support. We’re looking for someone who has been in the field—someone who understands the work firsthand and is ready to step into a leadership role. This person builds and runs a strong field team, manages daily operations, and serves as the go-to resource when things get complex.
Essential Duties And Responsibilities
The ideal candidate has worked as a field technician and earned their way into leadership. They understand the pace, pressure, and lifestyle of field service work—and can lead a team with credibility because they’ve done the job themselves. They’re a natural communicator, a mentor, and someone field technicians respect and trust.
Physical and Working Conditions
Requirements
Required Skills and Abilities
All duties and responsibilities are considered essential functions of the position and may be modified to reasonably accommodate individuals with disabilities. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed are representative of the knowledge, skills, and abilities required.
This document does not create an employment contract, expressed or implied, and employment remains at-will.
Position Summary
The Field Service Manager (FSM) leads a team of field technicians performing on-site IT installations, maintenance, and technical support. We’re looking for someone who has been in the field—someone who understands the work firsthand and is ready to step into a leadership role. This person builds and runs a strong field team, manages daily operations, and serves as the go-to resource when things get complex.
Essential Duties And Responsibilities
- Recruit, interview, hire, and onboard field technicians.
- Manage daily workload assignment, scheduling, and technician dispatch.
- Coach technicians on performance, technical skills, and professionalism; address issues early and directly.
- Monitor team performance and hold technicians accountable to utilization and quality targets.
- Ensure all work is completed in accordance with SOWs, quality standards, and contractual requirements.
- Serve as the escalation point for customer concerns and critical service events.
- Communicate clearly with technicians, customers, and internal teams.
- Partner closely with Project Managers to understand project scope, customer expectations, and deadlines; translate that into clear direction for the field so technicians arrive prepared and work gets done right and on time.
- Collaborate with other FSMs, leadership, and key stakeholders to keep the field team aligned with company goals, standards, and operational priorities.
The ideal candidate has worked as a field technician and earned their way into leadership. They understand the pace, pressure, and lifestyle of field service work—and can lead a team with credibility because they’ve done the job themselves. They’re a natural communicator, a mentor, and someone field technicians respect and trust.
Physical and Working Conditions
- Primarily office-based with occasional travel as business needs require.
- Must be available outside normal business hours to support escalations and operational emergencies.
Requirements
Required Skills and Abilities
- Hands-on background in field IT services, structured cabling, or technical support.
- Understands field service workflow and the day-to-day reality of technician work.
- Clear communicator who connects well with technicians, customers, and leadership alike.
- Organized and reliable; comfortable managing multiple active jobs simultaneously.
- Available outside normal business hours to support escalations as needed.
- Associate’s degree or equivalent hands-on experience.
- 5 years working in field IT support, structured cabling, or a related technical field.
- Experience leading or mentoring others; formal management experience a plus, not required.
- Comfortable using standard business tools (Microsoft Office suite, Salesforce or similar).
- Microsoft Excel and PowerPoint
- Salesforce / Service Cloud
- SharePoint
- Five9
All duties and responsibilities are considered essential functions of the position and may be modified to reasonably accommodate individuals with disabilities. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed are representative of the knowledge, skills, and abilities required.
This document does not create an employment contract, expressed or implied, and employment remains at-will.