FIELD SERVICE MANAGER

JOB SUMMARY:

Under the direction of the Director of Operations, the Field Service Manager at International Thermal Systems manages a team of Field Service Technicians and Engineers who install, start up, maintain, repair, and service industrial ovens, furnaces, aqueous washers, and related thermal processing equipment at customer sites worldwide.

The role applies principles and techniques of mechanical, electrical, and thermal systems engineering to accomplish departmental and individual goals. The Manager will work with other Operations, Aftermarket, and Sales teams to increase service efficiency, customer satisfaction, and response times while managing a variety of field projects and maintaining communication with senior leadership.

ESSENTIAL DUTIES and RESPONSIBILITIES:

This list of duties and responsibilities is not all-inclusive and may expand to include other duties and responsibilities, as management may deem necessary from time to time.

• Direct and manage the work of a highly technical group of Field Service Technicians and Engineers.
• Recruit, train, supervise, and evaluate field service technicians and engineers; provide guidance, performance feedback, and professional development to ensure high-quality service delivery.
• Identify, onboard, and manage relationships with sub-contractors and external service partners; ensure they adhere to quality standards, safety protocols, and procedures.
• Establish and monitor standards, policies, and procedures for team members to complete work assignments.
• Accountable for the quality, accuracy, clarity and completeness of the team’s daily and final reporting of site activities.
• Possess complete knowledge of sales contract and customer acceptance criteria with the ability to define critical project milestones to ensure project completion within budget.
• Plan and coordinate schedules, dispatch the right personnel to jobs based on skills and location, optimize travel and workloads, and manage resources like tools, parts, and travel logistics to maximize efficiency and minimize downtime.
• Oversee on-site installations, startups, preventive maintenance, troubleshooting, and repairs of thermal processing equipment; ensure all work meets company quality standards, customer specifications, and safety regulations.
• Act as a primary point of contact for customers; manage expectations, resolve issues or complaints promptly, ensure high levels of customer satisfaction, and coordinate with sales and aftermarket teams to support ongoing relationships.
• Track key metrics, prepare reports on service activities, project margin and team performance
• Communicate regularly with senior leadership and the Director of Operations on strategic direction, roadmap, and progress
• Enforce safety protocols, ensure compliance with industry standards (e.g., OSHA, NFPA, NEC), and promote best practices for working with mechanical, electrical, and thermal systems.
• Work closely with Operations, Aftermarket, Sales, and Engineering teams to improve service processes and drive continuous improvements in efficiency and quality.
• Facilitate feedback from the team’s field observations and lessons learned to the ITS organization for continuous improvement in engineering and manufacturing.
• Consistently demonstrate professional skills in structuring assigned activities, creativity, communication developments and client changing needs, decision-making and problem solving.
• Maintain accurate, neat records and documentation.

MINIMUM QUALIFICATIONS, KNOWLEDGE, SKILLS AND ABILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of education and/or experience, the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Industrial Engineering, or a related technical field (preferred).
• 5–10 years of progressive experience in field service, installation, maintenance, repair, or commissioning of industrial machinery, capital equipment, or thermal processing systems (strongly preferred).
• At least 3–5 years in a supervisory or leadership role managing field service technicians, service teams, or related personnel (required).
• Proven background in managing domestic and/or international service operations, including travel coordination, sub-contractor oversight, and customer-facing interactions.
• Experience in related industries (e.g., HVAC/commercial refrigeration, industrial boilers/furnaces, manufacturing equipment service, or similar capital goods) is highly desirable.
• In-depth technical knowledge of mechanical, electrical, and thermal systems — Strong understanding of industrial machinery principles, including heat transfer, combustion systems, controls, PLCs, hydraulics/pneumatics, and troubleshooting complex thermal processing equipment to guide technicians and ensure quality service delivery.
• Leadership and team management — Proven ability to recruit, train, mentor, supervise, and performance-manage field service technicians and sub-contractors, fostering a high-performing team focused on safety, efficiency, and professional development.
• Excellent problem-solving and analytical skills — Proficiency in diagnosing equipment issues, performing root cause analysis, and implementing effective solutions under time constraints, often in remote or international customer environments.
• Customer relationship and service orientation — Exceptional interpersonal and communication skills to serve as the primary contact for customers, manage expectations, resolve complaints promptly, and drive high levels of satisfaction while supporting sales and aftermarket opportunities.
• Scheduling, dispatching, and resource optimization — Expertise in coordinating technician assignments, travel logistics, route planning, and workload balancing to maximize first-time fix rates, minimize downtime, and control costs using field service management tools or software.
• Performance metrics tracking and reporting — Competence in monitoring key service indicators (e.g., response time, resolution rates, job costs, customer feedback), analyzing data, preparing reports, and using insights to drive continuous improvement and communicate with senior leadership.
• Safety and regulatory compliance — Thorough knowledge of industry safety standards (e.g., OSHA, NFPA, electrical/mechanical codes), risk assessment, and enforcement of protocols for working with high-temperature, high-voltage, and heavy industrial equipment.
• Project and sub-contractor management — Skill in overseeing field projects, coordinating with sub-contract partners, ensuring adherence to company standards, providing training/resources, and resolving performance issues to maintain consistent worldwide service quality.
• Adaptability and travel readiness — Willingness and ability to travel domestically and internationally (often with short notice), adapt to varying customer environments, and handle dynamic demands in a fast-paced, global field service operation.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This role requires the ability to perform sedentary work, including sitting for extended periods and working extensively on a computer. The position involves regular hand and finger use for typing and handling documents, as well as occasional walking, standing, and reaching within the office. Employees may occasionally lift or carry items up to 20 pounds. Visual acuity is required for reading, computer work, and reviewing detailed information.

This position is primarily based in a professional office environment with standard business hours and computer based work. The role may require periodic visits to the manufacturing plant floor to support operations, attend meetings, or gather information. The plant floor follows strict safety protocols, including required PPE and adherence to all OSHA guidelines. When on the plant floor, employees are expected to follow all safety protocols and wear required PPE. The production environment may include elevated noise levels, moving machinery, and variable temperatures. Successful candidates will be comfortable working in both office and industrial settings and collaborating with cross functional teams.