Field Service Manager

Usherwood Office Technology is a proud family-owned business with a rich legacy of delivering innovative office technology solutions, including managed IT services, print management, and cutting-edge office equipment. For decades, we have fostered a warm collaborative environment where our employees thrive, building meaningful relationships with teammates who share a passion for excellence and client success. At Usherwood, we are dedicated to empowering our clients and each other. With real opportunities for professional growth and career advancement, you'll work alongside supportive colleagues who make every day rewarding.

We are seeking an experienced Field Service Manager to lead and grow our team of Service Technicians responsible for installing, maintaining, and repairing office technology equipment (primarily copiers, printers, and multifunction devices) across New York State’s Western Region.

You will be the bridge between our customers, technicians, and our internal senior leadership team, ensuring the highest levels of service quality, technician productivity, and customer satisfaction.

Key Responsibilities

• Lead, mentor, and manage a team of field service technicians
• Monitor technician performance metrics (first-time fix rate, response time, callback rate, productivity, etc.) and deliver best-in-class customer satisfaction
• Hire, onboard, and develop new technicians
• Conduct regular performance reviews, coaching sessions, and ride-alongs
• Manage parts inventory, vehicle fleet, and technician tools
• Act as the escalation point for complex technical or customer issues
• Collaborate with sales, administration, and warehouse teams to ensure seamless operations
• Ensure compliance with safety standards, manufacturer certifications, and company policies
  
  

Qualifications & Requirements

• 5 years of experience in field service, preferably in a leadership role, within the office technology, copier/printer, or imaging industry
• Proven track record of managing a team of field technicians
• Strong technical knowledge of copiers, printers, MFPs, and connectivity (Canon HP, Xerox, etc. a plus)
• Excellent customer service and conflict-resolution skills
• Strong organizational, analytical, and problem-solving abilities
• Proficient in Microsoft Office Suite; experience with CRM and ERP systems a plus
• Valid driver’s license and clean driving record
• Ability to pass background check and drug screening
  
  

Preferred (Not Required)

• Manufacturer certifications (Canon, Xerox, HP, etc.)
• Experience with managed print services (MPS) and IT integration
  
  

What We Offer

• Competitive base salary quarterly bonus (Base pay: 65K-85K; OTE 100K )
• Company vehicle / cell phone and equipment
• Full benefits package (health, dental, vision, 401(k) with match)
• Generous Paid time off (20 days PTO to start) holidays
• Ongoing training and manufacturer certification support
• Opportunity for advancement into regional or director-level roles
  
  

Equal Opportunity Employer:

At Usherwood Office Technology, we are committed to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered to succeed. We proudly provide Equal Employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. Our family-owned culture thrives on embracing unique perspectives and we strive to create an environment where every employee can grow, contribute, and belong. Join us in building a brighter, more inclusive future!