Sr. Field Service Manager

Sr. Field Service Manager Houston, TX

Mustang Rental Services is seeking an experienced Sr. Field Service Manager to lead field service operations across our Houston-area rental organization.

This is a senior operational leadership role responsible for ensuring our customers receive fast, reliable field service when and where they need it. The Sr. Field Service Manager will lead field service execution across both Rental Services and Heavy Rents, with responsibility for customer breakdown response, technician deployment, dispatch operations, technical escalations, warranty recovery, and overall field service performance.

The ideal candidate brings strong experience leading heavy equipment, construction equipment, rental, industrial, or dealership service operations and knows how to build teams and processes around one critical goal: keeping customers up and running.

Why Join Mustang Rental Services?

• Mustang offers a stable, established organization with the opportunity to lead and influence a critical part of our growing rental operation.
• Competitive Compensation
• Comprehensive Medical, Dental & Vision Benefits
• 401(k) with Employer Match
• Paid Time Off & Holidays
• Tuition Reimbursement & Development Opportunities
• Career Growth Opportunities
• Long-Term Job Stability

What You'll Do

As the Sr. Field Service Manager, you will provide leadership and accountability for field service performance across multiple locations and teams.

Key responsibilities include:

• Lead field service operations across Mustang Rental Services and Heavy Rents.
• Establish service standards, dispatch protocols, and customer response expectations.
• Drive fast, effective response to customer breakdowns and emergency service needs.
• Monitor customer uptime, response times, first-time fix rates, technician utilization, and other key service metrics.
• Lead and develop District Service Managers, the Claims & Warranty function, and Field Service Dispatch.
• Optimize technician scheduling, routing, deployment, and workload based on customer priority, geography, and technical skill requirements.
• Lead escalations involving complex equipment issues and significant customer service events.
• Coordinate technical resources for strategic accounts, major projects, and shutdowns.
• Partner with OEM and vendor resources on complex technical issues when needed.
• Identify recurring equipment failures and work with internal teams to implement corrective actions.
• Improve warranty identification, claim accuracy, recovery, and overall warranty performance.
• Manage field service labor productivity, overtime, travel expenses, and service costs.
• Recruit, develop, and retain high-performing field service leaders and technicians.
• Support technician training, certification, succession planning, and leadership development.
• Partner closely with Branch Operations, Fleet Management, Sales, Central Logistics, Service, and Safety.
• Promote a strong culture of safety, urgency, accountability, customer service, and technical excellence.

What We're Looking For

• 10+ years of service leadership experience
• 5+ years leading field service operations
• Experience within equipment rental, heavy equipment, construction equipment, industrial services, or a heavy-equipment dealership environment
• Multi-location leadership experience strongly preferred
• Experience leading field technicians and service leadership teams
• Strong knowledge of field service dispatch, technician scheduling, and resource allocation
• Experience managing customer escalations and equipment breakdown response
• Working knowledge of warranty administration and recovery processes
• Strong understanding of technician productivity, utilization, and service KPIs
• Proven ability to lead across multiple departments and operational functions
• Strong financial and operational business acumen
• Bachelor's degree in Business, Engineering, Operations Management, or a related field preferred

What Success Looks Like

Success in this position means building a field service operation that responds quickly, uses its resources effectively, and consistently delivers for the customer. Key outcomes include:

• Faster customer breakdown response
• Increased customer uptime and satisfaction
• Reduced equipment downtime
• Improved technician productivity and utilization
• Higher first-time fix rates
• Stronger warranty recovery
• More effective field service dispatch
• Strong field service leadership and technical bench strength
• Exceptional support for strategic customers and major projects

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