What are the responsibilities and job description for the Field Performance Manager position at Titan Garage Doors Iowa?
Job title: Field Performance Manager
Full-time · W-2 · Exempt
WI, IL, IA, NE · 25–50% travel
Reports to Operations Director
About Titan Garage Doors
Titan Garage Doors (TGD) – A top-tier residential garage door service provider across IA, WI, IL, and NE. Known for quality-built products and a customer-first approach, TGD is growing its field operations team to match its momentum — and looking for leaders who take ownership of results.
We're looking for a hands-on field leader to drive the performance, accountability, and effectiveness of our field technician team across four states. You'll own everything that happens once a job hits the field — from technician coaching and quality control to customer experience and revenue optimization.
Responsibilities
- Directly manage, coach, and develop field technicians through regular ride-alongs, performance reviews, and individualized coaching plans.
- Drive revenue performance by improving technician effectiveness, inspection quality, and average ticket value on every job.
- Monitor and improve quality control — reduce callback rates and warranty claims through field audits, job site inspections, and corrective action plans.
- Oversee daily field operations across all territories, improving labor utilization, schedule efficiency, and coordination with dispatch and office staff.
- Champion customer experience standards, handle escalated situations, and support online review generation initiatives.
- Maintain technician accountability for truck stock, inventory accuracy, vehicle readiness, and job documentation compliance.
- Support recruiting, onboarding, and retention efforts to build a stable, high-performing technician team.
Requirements
- 3 years of experience managing field technicians or service teams in a trade, home services, or similar field operations environment.
- Proven ability to coach front-line workers on performance, professionalism, and customer communication — with measurable results.
- Strong understanding of field service metrics including average ticket, callback rates, conversion rates, and customer satisfaction.
- Comfortable with 25–50% travel across Wisconsin, Illinois, Iowa, and Nebraska.
- Experience with field service software, dispatch systems, or CRM platforms for tracking technician activity and performance.
- Demonstrated ability to hold teams accountable while maintaining high morale and low turnover.
- Strong organizational and communication skills — able to coordinate across field teams, dispatch, and operations leadership.