FIELD SERVICE MANAGER

Description

Summary:  The Field Service Manager (FSM) is a versatile and experienced Supervisor that leads our field operations.  This role will involve supervising field service technicians, overseeing projects, and providing exceptional customer service. The Field Service Manager will also work with the Area Services Managers or Operations Managers on business development, budget planning and financial reporting.

Responsibilities:

• Supervise technical staff: Provide leadership and direction to field service technicians, including scheduling, training, and performance management.
• Overseeing service teams, coordinating service activities, and resolve or escalate service issues.
• Project Management: Lead the planning, execution, and completion of service projects, ensuring adherence to project timelines, budgets, and quality standards.
• Technical Support: Serve as a technical resource for field service technicians, providing guidance on troubleshooting complex issues and implementing solutions.
• Customer Communication: Maintain regular communication with customers to understand their service needs, address concerns or inquiries, and ensure satisfaction with service delivery.
• Quality Assurance: Conduct inspections and audits of service work to ensure compliance with company standards, industry regulations, and customer requirements.
• Safety Compliance: Enforce safety protocols and procedures to promote a safe working environment for field service technicians and ensure compliance with occupational health and safety regulations.
• Inventory Management: Manage inventory levels of equipment, tools, and materials necessary for field service operations, coordinating procurement and replenishment as needed.
• Documentation and Reporting: Maintain accurate records of service activities, including work orders, service reports, and documentation of customer interactions. Prepare regular reports on service performance and key metrics.
• Continuous Improvement: Identify opportunities for process improvements, efficiency gains, and cost savings.
• Implement best practices and initiatives to enhance service delivery and customer satisfaction.

Qualifications:

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in field service operations, with previous experience in a supervisory or leadership role.
• Strong technical expertise in wireless communication systems, including installation, maintenance, and troubleshooting.
• Excellent leadership and communication skills, with the ability to motivate and inspire a team.
• Solid understanding of project management principles and practices.
• Commitment to safety, quality, and customer service excellence.
• Proficiency in Microsoft Office Suite and other relevant software applications.

Supervisory Responsibilities:  Managing all employees within assigned area.  Management includes all hiring, firing, performance management, training, and other related activities.

Essential Functions:  Tasks that must be performed by the person in this job.  Reasonable accommodation(s) may be requested to enable individuals to perform the essential functions.

• Manage multiple complex projects simultaneously
• Plan schedule (crew schedule, customer contact, site access, contact subcontractor, inform supervisor, order parts) and manage logistics of job
• Manage financial results of individual jobs and overall department profit and loss statement
• Perform job walks and create bids to procure consistent and profitable work for the crews to perform
• Other duties as assigned.

Non-Essential Functions:  Tasks that may or may not be performed by the person in this job. 

• N/A

Education and/or Experience:  High school diploma or general education degree (GED); Bachelor's degree in a relevant field or equivalent work experience. Minimum eight or more years related experience and/or training; or equivalent combination of education and experience.

Licenses, Certifications: Driver’s license, GROL, other appropriate certifications

Qualifications

Qualifications:

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in field service operations, with previous experience in a supervisory or leadership role.
• Strong technical expertise in wireless communication systems, including installation, maintenance, and troubleshooting.
• Excellent leadership and communication skills, with the ability to motivate and inspire a team.
• Solid understanding of project management principles and practices.
• Commitment to safety, quality, and customer service excellence.
• Proficiency in Microsoft Office Suite and other relevant software applications.

Education and/or Experience:  High school diploma or general education degree (GED); Bachelor's degree in a relevant field or equivalent work experience. Minimum eight or more years related experience and/or training; or equivalent combination of education and experience.

Licenses, Certifications: Driver’s license, GROL, other appropriate certifications