What are the responsibilities and job description for the Field Service Manager - Western Region position at Stiles Opportunities?
Why This role is Exciting:
- Lead a large, high-performing service team and shape the customer experience across multiple sites.
- Be the central point of contact for regional service strategy, operational execution, and cross-functional coordination.
- Play a key role in driving continuous improvement, innovation, and technical excellence across the service organization.
ESSENTIAL FUNCTIONS
- Lead and manage all field service operations within the region, including 30 field service technicians and administrative staff.
- Act as the primary liaison for sales, vendors, and customers regarding all service needs.
- Supervise, mentor, and develop staff through training, coaching, and performance reviews.
- Ensure timely, efficient, and high-quality installations, maintenance, and repairs of equipment.
- Maintain strong customer relationships, proactively resolve complex issues, and provide guidance on troubleshooting and corrective actions.
- Review, approve, and submit service and expense reports from team members.
- Collaborate with National Parts and Service Managers on long-term planning, strategic initiatives, and resource allocation.
- Monitor service quality and customer satisfaction, addressing concerns promptly.
- Visit key customer sites to strengthen relationships and demonstrate commitment to service excellence.
- Manage departmental budget, P&L, and financial performance.
- Utilize data to track and report on KPIs, team performance, and operational improvements.
QUALIFICATIONS
- Electronic technical school or equivalent experience preferred
- Previous leadership experience in a service environment
- Valid driver’s license
- Previous field service work in technical area desired
- Mechanical aptitude
SKILLS AND ABILITIES
- MS Office Applications
- Ability to multitask
- Adaptability to changing priorities
- Strong data analysis skills
- Good communication skills, both oral and written
- Self-starter and self-reliant
- Excellent problem-solving skills
WORK ENVIRONMENT
- Office Environment
- Factory Floors at times
BEHAVIORS / Leadership Attributes
- Focus and Drive: Ability to prioritize, organize, and align team efforts with strategic objectives.
- Strategic Thinking: Evaluate situations, identify solutions, and make informed decisions.
- Communication & Influence: Build trust with team members, customers, and leadership through clear, professional communication.
- Team Leadership: Inspire, coach, and develop a high-performing, motivated service organization.
Stiles has been helping manufacturers nationwide increase their efficiency and productivity for more than 50 years. With world-class machinery backed by an experienced and responsive support team, extensive parts inventory, unique upgrade capabilities, and a nationally accredited education and training program, Stiles builds solutions around our customer’s needs.
We offer expertise in manufacturing a range of materials, including wood, plastics, composites, carbon fiber, glass, stone, and nonferrous metals. Our innovative concepts, new technologies, and outstanding service extend to aerospace, transportation, alternative energy, architecture and structural elements, furniture, retail fixtures, and other industries.
Stiles is headquartered in Grand Rapids, Michigan, and has regional offices in High Point, North Carolina; Bristol, Pennsylvania; Coppell, Texas; and Rancho Cucamonga, California.
Interested in joining the Stiles team? We offer our team members a generous benefit package, an opportunity for career advancement, and support in your career every step of the way!