Field Service Manager

Job Title: Field Service Manager Status: Exempt Reports To: General Manager Location: Massillon, Ohio Position Summary: The Field Service Manager is responsible for managing, coordinating, prioritizing, and growing all aspects of field service operations. This includes large project supervision, installation, start-up, service pricing, and ensuring customer satisfaction. The role also entails overseeing the overall profit and loss of the operating unit, recruiting, and developing personnel. The successful execution of these responsibilities requires timely completion of tasks within or under budget while maintaining customer satisfaction. Responsibilities: Manage all field and in-house (Service Engineers and Technicians) assignments based on contract size and timing. Implement business strategy set by the General Manager to drive growth in the operating unit. Maintain and educate the field workforce through performance reviews, discipline, and training (on-site training, seminars, etc.). Ensure employees follow all necessary safety procedures and use proper safety equipment. Maintain a comprehensive field service work file with scope of work details to inform service personnel. Identify areas of improvement and make recommendations for operational efficiency. Communicate with personnel to analyze work scope, current procedures, and areas for continuous improvement. Oversee and process all field personnel timesheets, travel, and other expenses. Provide technical support to customers and field personnel as needed. Mentor field personnel in general activities, specialized skill sets, and project specifications. Manage and coordinate Field Service Department activities. Prepare quotations and special project proposals, ensuring timely completion. Process completed projects through billing in a timely manner while providing monthly revenue and margin forecasts. Recruit, develop, and retain qualified personnel for all shop priorities. Ensure a succession plan is in place for departmental needs. Travel to customer locations to strengthen relationships and expand into new market segments. Perform periodic safety audits on field projects to ensure adherence to company safety policies. Monitor and address material and process nonconformance to prevent recurring issues. Investigate accidents or near-misses to assess and improve safety practices. Maintain professionalism when interacting with customers, employees, vendors, and service providers. Lead by example, advocating for and adhering to all quality, safety, and environmental procedures. Provide support for special projects as assigned by the General Manager, which may evolve into primary responsibilities. Measures of Success: Efficient field service operations with minimal rework and warranty costs, optimal manpower utilization, and controlled expenses. Positive progression toward company vision. Continual revenue growth and expansion of field service opportunities. Punctual arrival of service crews. On-time completion of projects and service reports within or under budget. Projects meet or exceed customer expectations. Specific Qualifications Qualifications: High school diploma required. In-depth knowledge of motor repair and field service experience. Experience in field service, motor repair, and project management. Proficiency in Microsoft Excel and Word. Strong customer interface skills. Hardworking, detail-oriented, and able to direct personnel positively. Effective oral and written communication skills. Strong managerial and team skills to lead multi-disciplinary teams. Note: This job description is not a contract between the company and any individual. The company reserves the right to modify job requirements as needed with or without notice. Company Overview Why IES Infrastructure? IES Infrastructure offers competitive salaries. But, if you make your employment decision based on salary only, you're overlooking other significant factors - work environment and employee benefits. We offer a friendly, team-work environment with opportunities for continuous development and career advancement. We also offer a comprehensive benefits package that provides real protection for you and your family. Health & dental insurance Group life & accidental death & dismemberment insurance Supplemental life insurance Voluntary accident insurance Company Paid Disability insurance (short and long-term) Vacation and holidays 401k Company Culture Commitment to Excellence - Consistently exceeds expectations. Honesty and Integrity - Strive to do what is right and do what we say we will do. Safety - Create a safe working environment in all operating locations. Respect -Honor the rights of all involved. Communication - Communicate clearly and directly with all involved. Employee Satisfaction - Create employee opportunities for growth and development. Innovation and Creativity - Apply creative ingenuity to make us better, faster, and first. Resiliency - No obstacle will stop us from accomplishing our goals. Teamwork - Above all else, work together as one team and one group of professionals. All positions require customer focus with a service-oriented attitude as well as attention to detail with excellent verbal and written communication skills. Ability to adapt to changes in daily activities is essential. Ability to travel and work overtime/weekends, as needed, to meet customer and in-house demands. All applicants must pass a background check and drug/alcohol screening and must have a clean driving record.Job Title: Field Service Manager Status: Exempt Reports To: General Manager Location: Massillon, Ohio Position Summary: The Field Service Manager is responsible for managing, coordinating, prioritizing, and growing all aspects of field service operations. This includes large project supervision, installation, start-up, service pricing, and ensuring customer satisfaction. The role also entails overseeing the overall profit and loss of the operating unit, recruiting, and developing personnel. The successful execution of these responsibilities requires timely completion of tasks within or under budget while maintaining customer satisfaction. Responsibilities: Manage all field and in-house (Service Engineers and Technicians) assignments based on contract size and timing. Implement business strategy set by the General Manager to drive growth in the operating unit. Maintain and educate the field workforce through performance reviews, discipline, and training (on-site training, seminars, etc.). Ensure employees follow all necessary safety procedures and use proper safety equipment. Maintain a comprehensive field service work file with scope of work details to inform service personnel. Identify areas of improvement and make recommendations for operational efficiency. Communicate with personnel to analyze work scope, current procedures, and areas for continuous improvement. Oversee and process all field personnel timesheets, travel, and other expenses. Provide technical support to customers and field personnel as needed. Mentor field personnel in general activities, specialized skill sets, and project specifications. Manage and coordinate Field Service Department activities. Prepare quotations and special project proposals, ensuring timely completion. Process completed projects through billing in a timely manner while providing monthly revenue and margin forecasts. Recruit, develop, and retain qualified personnel for all shop priorities. Ensure a succession plan is in place for departmental needs. Travel to customer locations to strengthen relationships and expand into new market segments. Perform periodic safety audits on field projects to ensure adherence to company safety policies. Monitor and address material and process nonconformance to prevent recurring issues. Investigate accidents or near-misses to assess and improve safety practices. Maintain professionalism when interacting with customers, employees, vendors, and service providers. Lead by example, advocating for and adhering to all quality, safety, and environmental procedures. Provide support for special projects as assigned by the General Manager, which may evolve into primary responsibilities. Measures of Success: Efficient field service operations with minimal rework and warranty costs, optimal manpower utilization, and controlled expenses. Positive progression toward company vision. Continual revenue growth and expansion of field service opportunities. Punctual arrival of service crews. On-time completion of projects and service reports within or under budget. Projects meet or exceed customer expectations.

Created: 2025-02-15