Manager Field Service Operations

The Manager Field Service Operations is responsible for the end-to-end execution of field service operations, ensuring customer work orders are scheduled, tracked, communicated, and completed in accordance with service level commitments. This role leads the Service Coordination and Dispatch team and serves as the operational hub between customers, technicians, program management, procurement, and leadership. The successful candidate will drive accountability throughout the service delivery lifecycle, ensuring every service ticket is actively managed from receipt through completion, while maximizing technician utilization, customer satisfaction, first-time fix rates, and operational efficiency.

KEY RESPONSIBILITIES AND DUTIES

Service Operations Leadership Lead and develop the Service Coordination and Dispatch team. Establish a culture of ownership and accountability for ticket lifecycle management. Ensure all service requests are actively managed from assignment through closure. Drive adherence to customer SLAs and internal service delivery standards. Develop and implement scalable service processes to support rapid business growth. Dispatch & Ticket Lifecycle Management Oversee scheduling and dispatch of field technicians across multiple markets. Monitor open work orders and proactively manage ticket aging. Ensure service coordinators maintain visibility into ticket status, customer communication, parts availability, and technician progress. Escalate service risks, missed commitments, resource constraints, and customer issues as appropriate. Drive timely ticket closure and documentation completeness. Ensure customers receive timely updates regarding service status, delays, parts issues, and completion. Manage service escalations and coordinate cross-functional resolution. Develop processes to improve customer satisfaction and service responsiveness. Partner with Program Managers and Account Managers to support customer retention and growth. Optimize technician utilization, routing, and scheduling efficiency. Coordinate technician availability, travel, training schedules, and workload balancing. Partner with Service Managers regarding technician performance, recurring service issues, and skill development needs. Identify resource gaps and staffing requirements to support growth. Cross-Functional Collaboration Partner with Procurement and Inventory teams to resolve parts shortages and expedite critical materials. Coordinate with Finance regarding billing readiness and work order completion. Work closely with Program Management on customer priorities, reporting, and service performance. Support implementation and optimization of field service management systems and operational tools. Performance Management & Continuous Improvement Develop and maintain service operations dashboards and KPI reporting. Analyze service trends, bottlenecks, technician productivity, and customer performance metrics. Lead initiatives to improve service delivery efficiency, first-time fix rates, and SLA performance. Standardize processes and implement best practices across all markets. Key Performance Indicators SLA Compliance % First-Time Fix Rate Open Ticket Aging Average Time to Resolution Schedule Adherence Repeat Service Call Rate Work Order Closure Cycle Time Customer Satisfaction (CSAT) KEY COMPETENCIES: Knowledge, Proficiency of Acquired Skills, Aptitude, Capability Preferred Industry Background Experience within one or more of the following industries is highly preferred: Commercial equipment service Food equipment service HVAC service Industrial field service Medical equipment service Telecommunications field service Facility maintenance service Success in This Role Within the first 3 months, the Field Service Operations Manager will establish clear ownership of the service delivery process, improve visibility into ticket status across the organization, strengthen customer communication, increase technician utilization, reduce ticket aging, and create a scalable operating model capable of supporting rapid national growth. REQUIRED QUALIFICATIONS: Experience, Education, Certifications, Skills Qualifications 5+ years of experience leading field service operations, dispatch, service coordination, or service delivery teams. Experience managing multi-site or geographically dispersed field service organizations. Strong understanding of service dispatching, technician scheduling, work order management, and customer communication. Experience with field service management platforms such as ServiceTitan, Salesforce Field Service, Microsoft Dynamics Field Service, Oracle Field Service, ServiceMax, or similar systems. Proven track record improving operational KPIs and service delivery performance. Strong leadership, communication, problem-solving, and organizational skills.

PHYSICAL DEMANDS – WORK ENVIRONMENT

The physical demands and work environment described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job, absent undue hardship. Prolonged periods sitting at a desk and working on a computer in an office setting Prolonged periods of standing Occasionally it may be required to lift (up to) 25 pounds and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects #J-18808-Ljbffr Sagent LLC