Freezeforce Field Service Manager

Ready to grow your career with an industry leader where positivity, continuous learning, and meaningful client experiences are part of the DNA?

Join Modern Ice, the most trusted full-service provider of equipment, parts, and supplies for the global ice industry — and a company that’s been "with you every step of the way" since 1968.

ABOUT MODERN ICE

At Modern Ice, we’re committed to surpassing expectations through groundbreaking solutions and exceptional service.

· 50 years of trusted leadership in the packaged ice industry

· Expertise in equipment, parts, supplies, consulting, engineering, technical services, and training

· Home of Freeze Force, the largest and best-trained technical services team in the industry

· Partner of top manufacturers like Vogt, Leer, Matthiesen, and Hamer Fischbein (nVenia)

· Same-day shipping on in-stock parts with our "Order by 4 and Out the Door" guarantee

We don’t just sell equipment — we create experiences. We don't just maintain customers — we build lasting partnerships.

OUR CORE VALUES

*Create an Experience – Foster positivity, unwavering dedication, and memorable client and team interactions.

*Relentless Growth – Commit to adaptability, innovation, and continuous improvement.

*People-Smart – Lead with empathy, collaboration, and emotional intelligence.

*Humble – Stay open-minded, self-aware, and always willing to learn and improve.

If these values resonate with you, you’ll thrive at Modern Ice.

WHAT YOU'LL DO

Job Summary

We are seeking an experienced and highly organized Field Service Manager to lead our team of refrigeration and mechanical service technicians. This role is responsible for overseeing daily field operations, ensuring top-quality service, and maintaining strong customer relationships. The ideal candidate will have strong leadership skills, a background in field operations or technical service, the ability to manage scheduling, customer relations, and performance standards across multiple service territories, and a passion for delivering reliable service solutions.

Key Responsibilities

• Team Leadership:
• Lead, schedule, and manage a team of field service technicians responsible for the startup, maintenance, and repair of refrigeration and mechanical systems utilized in the ice industry.
• Service Operations:
• Oversee the dispatching of technicians to customer sites, ensuring timely and efficient service delivery.
• Compliance and Safety:
• Ensure adherence to safety protocols, industry standards, and regulatory requirements (EPA, OSHA, etc.).
• Performance Monitoring:
• Monitor service performance metrics (KPIs), including response times, job completion rates, and customer feedback.
• Issue Resolution:
• Serve as the escalation point for technical and customer issues; ensure swift resolution and high client satisfaction.
• Provide parts support to sales and customers to help determine correct parts required for a repair.
• Quality Assurance:
• Conduct site visits, quality audits, and inspections to verify work quality and compliance.
• Service Revenue Generation:
• Work with outside sales and customers to develop and implement preventative maintenance packages and other service revenue generation.
• Training and Mentorship:
• Train and mentor technicians on best practices, new equipment, and safety standards.
• Participate in the development of training programs that can be offered to customer base.
• Inventory Management:
• Coordinate with inventory and procurement teams to manage service parts, tools, and equipment.
• Reporting:
• Prepare and present regular reports on field performance, staffing needs, and customer trends.
• Collaboration:
• Collaborate with the sales and project management teams to support pre-sales technical planning and post-installation service transitions.

Qualifications

• Experience:
• 5 years of hands-on experience in the commercial/industrial refrigeration and / or mechanical industry.
• 2 years in a supervisory or management role within field service operations.
• Technical Skills:
• Strong technical knowledge of industrial equipment including packaging equipment and refrigeration systems, and related mechanical systems.
• Proficiency in field service management software and Microsoft Office Suite.
• Leadership Skills:
• Exceptional leadership, problem-solving, organizational, and customer service skills.
• Licensing:
• Valid driver’s license, passport and willingness to travel.

Preferred Skills

• Experience with industrial equipment including packaging equipment, refrigeration, cold storage facilities, or industrial cooling systems.
• Familiarity with CRM systems and field service management tools.
• OSHA or industry-specific safety certification is a plus.

Working Conditions

• Mix of office work and field supervision; regular site visits required.
• May involve emergency callouts or weekend work during peak periods.