Manager, Field Services

Field Service Manager (FSM) The Field Service Manager (FSM) manages all delivery, field repair and service, installations and returns for all locations within a Market or Markets. The FSM drives market delivery and installation margins by maximizing internal resources, identifying constraints, and achieving key performance metrics such as customer satisfaction, on‑time delivery, service, fleet readiness and returns. Success is accomplished through value‑driven execution that fully complies with WillScot (WS) policies and all relevant laws and regulations. The FSM maintains excellent service standards, responds efficiently to customer inquiries, and strives for high customer satisfaction. What You’ll Be Doing Environment, Health & Safety Conduct business in compliance with all Environmental Health & Safety Policies. Conduct periodic safety meetings and maintain safety documents and logs. Manage employee health and safety through Safety Save, training, observations, and regularly scheduled assessments. Ensure operating standards are trained, communicated, and maintained. Operations Provide direct and indirect managerial oversight to branch operational employees including, as applicable: Dispatchers / Transportation Coordinators, Production Supervisors, Drivers, Field Service Techs, Set‑Up Crews, Branch Coordinators. Manage tasks, daily assignments and other daily duties for temporary workers and contractors. Manage delivery & installation profit margin. Report and document related to market delivery and installation. Conduct field visits, ride‑along events, and customer inspections as required. Schedule deliveries/pick‑ups outside of current dispatch schedule as appropriate. Manage, schedule and assign in‑house or vendor drivers to achieve 100% on‑time pick‑up and delivery targets. Review upcoming deliveries and develop a dispatch plan. Coordinate fleet readiness with branch partners to meet customer demand within assigned market(s). Receive purchase orders for all transport vendors; arrange for permits, pilot cars, and escorts where required. Coordinate employees, vendors and contractors for timely completion of complex installation and removal. Ensure drivers document damages at retrieval and return. Monitor and document DVIR and preventative maintenance files. Assist drivers with schedule or route issues when necessary. Define and maintain office/administrative procedures; act as local coordinator and/or point of contact for branch activities such as time‑keeping/payroll, accounts payable/receivable, purchase orders, filing, and reception duties. May manage one or more branch administrative employees. Utilize Net Promoter Score (NPS) feedback to communicate timely and identify process improvement opportunities. Review DriveCam coaching opportunities and take action as necessary. Conduct performance discussions and training. Own all DOT compliance within its assigned territory, directly or through one or more dispatchers. Perform other duties as assigned. Education and Qualifications Requirements High school diploma, GED, or 3 years of applicable experience. 7 years of work experience or 2 years with WillScot. 3 years of experience managing 10 or more employees across more than one location or 2 years with WillScot. Experience managing a unit or departmental P+L or 2 years with WillScot. MS Office/Excel/Word/Outlook experience. Experience working directly with customers by phone and email. Strong customer service orientation, active listening, excellent oral/written communication. Ability to follow direction and meet deadlines in a fast‑paced environment. Experience applying creativity to problem‑solving. Build sustainable relationships and trust with vendors through open, proactive communication. Ability to effectively manage multiple, changing priorities in a fast‑paced environment. Preferred Requirements Bachelor's degree preferred. 3 years logistics experience. Scheduling, route planning and optimization. Familiarity with CRM system or other contact management platform. Salesforce experience. Familiarity with DOT compliance and vehicle telematics. Hours of Service regulations, Electronic Logging Devices, permitting, etc. Experience working with outside vendors, including pricing and schedule negotiations. Personal Characteristics Lead by example through living our values. Dedicated to Health & Safety. Committed to Inclusion & Diversity. Driven to Excellence. Trustworthy & Reliable. Devoted to Our Customers. Community Focused. All regular WillScot positions offer a generous benefits package to help our employees and their families Be Well. This includes medical, dental, vision, disability, life insurance, paid time off (including company holidays), tuition reimbursement, a retirement savings plan with company match, and more. Many positions also have variable pay opportunities including commission, bonus, performance rewards, or other incentive programs. We are an Equal Opportunity Employer. Veterans and individuals with disabilities are encouraged to apply. #J-18808-Ljbffr