Job Description

We’re looking for a Field Service Manager to lead and grow a high‑performing service organization supporting complex industrial equipment across North America and globally.

This role owns service strategy, execution, customer experience, and financial performance , with responsibility for leading internal teams, managing third‑party service partners, and delivering fast, reliable service at market‑competitive cost.

If you’re a hands‑on service leader who thrives on people leadership, technical problem‑solving, and customer impact , this is a high‑visibility opportunity.

Why This Role

✅ Lead a global service organization (~10 team members)

✅ Own service KPIs, SLAs, and P&L performance

✅ Be the senior escalation point for key customers

✅ Build scalable service coverage using internal teams + partners

✅ Drive customer satisfaction, retention, and growth

What You’ll Do

Service Leadership & Strategy

• Lead, mentor, and develop a distributed field service team with a strong culture of accountability
• Recruit, onboard, and support remote employees and third‑party service providers
• Develop and execute a global field service strategy balancing responsiveness, quality, and cost

Customer Experience

• Act as the primary contact for key customers during onboarding, audits, installs, and new program rollouts
• Serve as the customer escalation point—resolving issues quickly and professionally
• Build strong customer relationships that support partnerships, NPD testing, and long‑term contracts

3rd‑Party & Partner Management

• Identify, qualify, train, and maintain certification of third‑party service partners in NA and ROW regions
• Capture VOC feedback and audit service performance
• Partner with Sales to support service program development and customer coverage

Operations, KPIs & Continuous Improvement

• Define and implement KPIs to measure performance, utilization, response time, and customer satisfaction
• Drive RCCM based continuous improvement from KPI results
• Improve scheduling efficiency, technical support workflows, and speed‑of‑service metrics
• Develop risk mitigation plans through cross‑training and succession planning

Commercial & Contract Support

• Develop and manage SLAs, blanket service agreements, and quoting processes
• Partner with Sales on long‑term service contracts and customer strategies
• Build and manage contractor relationships (rigging, electrical, SEM installations) and close coverage gaps

Safety, Process & Documentation

• Partner with the Safety Manager to develop and enforce field service safety programs
• Develop SOPs, SOW templates, service disclaimers, and standardized documentation
• Establish scalable processes and business strategies supporting service growth

Hands‑On Leadership

• Travel to work directly with field teams and key customers
• Invest in team development, coaching, and career progression

What We’re Looking For

Bachelor’s degree in Business, Engineering, Operations, or related field (experience may substitute)

5+ years leading an equipment service organization with P&L responsibility

Prior experience as a Field Service Technician strongly preferred

⚙ Hands‑on experience with industrial equipment, 3‑phase power, motors, gears, and AC motor controls

Experience supporting commercial and/or government customers

Strong business acumen and continuous improvement mindset

Nice to Have

• Experience in a growing or entrepreneurial business
• Global or cross‑cultural service leadership experience

Key Skills for Success

• Customer‑first, solutions‑driven mindset
• Strong mechanical & electrical aptitude (meters, schematics, hand tools)
• Ability to influence across all levels—internal and external
• Confident conflict and escalation management
• Hands‑on, results‑oriented
• Excellent verbal and written communication skills
• Flexible and comfortable driving change

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