What are the responsibilities and job description for the Field Service Manager position at Vinmar International?
The Field Service Manager is responsible for overseeing all field service operations, including the scheduling, coordination, and performance of field service technicians. This role ensures that customer service standards are met, equipment is serviced efficiently, and field teams are supported with the tools, training, and leadership needed to deliver safe, high-quality, and timely service.
Key Responsibilities
- Leadership & Management
- Lead, coach, and develop a team of field service technicians to ensure top performance and professional growth
- Conduct regular performance reviews, field audits, and safety checks
- Foster a culture of accountability, safety, and customer focus
- Operational Oversight
- Manage day-to-day field operations including scheduling, dispatch, and job completion tracking
- Ensure service commitments, quality standards, and response times are consistently achieved
- Monitor and report key metrics such as utilization, productivity, customer satisfaction, and service costs
- Customer Support
- Serve as the primary escalation point for customer service issues and field-related concerns
- Build and maintain strong relationships with key customers and stakeholders
- Ensure service documentation, reports, and customer communications are completed accurately and on time
- Technical Expertise
- Provide technical guidance and troubleshooting support to field personnel
- Work closely with engineering, manufacturing, and product teams to resolve complex service issues
- Participate in new product rollouts and service training initiatives
- Safety & Compliance
- Enforce adherence to all safety policies, procedures, and regulatory requirements
- Lead by example in promoting a zero-incident safety culture
- Continuous Improvement
- Identify process inefficiencies and implement solutions to improve service delivery
- Support cost control initiatives and drive operational excellence across field operations
- 5 years of field service experience, with at least 2 years in a leadership role
- Proven track record of managing field teams in an industrial, manufacturing, or technical service environment
- Strong understanding of mechanical, electrical, or automation systems
- Excellent leadership, communication, and problem-solving skills
- Proficient in Microsoft Office Suite
- Travel up to 90% to customer sites and field locations
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