Field Service Manager

Job Title: Field Service Manager
Reports to: Branch Manager

The TGI Story

A second-generation family-owned business for over 60 years, TGI Office Automation is a comprehensive office technology provider offering scalable solutions for many of today's complex business issues. TGI offers unparalleled, innovative technology from a variety of industry-leading partners.

TGI's Mission Statement: Office automation empowers your business. By improving bottom-line profitability through smart, strategic solutions, we help our customers reduce costs and maintain a competitive position.

Summary: Manages a service territory and the team of technicians assigned to it to ensure technically proficient, timely, customer-oriented service

Primary Functions and Responsibilities:

• Professionally represents TGI Office Automation as a responsive, reliable customer-oriented company by ensuring technically proficient, cost-effective and timely service.
• Provides technical, administrative and supervisory support necessary to maintain, develop and grow the field service team
• Serves as the territory liaison to technical support, training, and manufacturer's engineering departments as well as sales management in service-related matters
• Works with the technicians in assigned territories in the daily achievement of all service KPIs and objectives and assists in their training and development.
• Successfully ensures compliance with departmental directives and company policies and procedures.
• Builds and maintains effective relationships with colleagues, customers, and direct reports.
• Personally maintains a high level of technical, electronic, digital, and networking skills
• Continually builds upon knowledge of TGI Office Automation products and services
• Performs other duties as assigned

Principal Accountabilities:


Achieves territory management and technician development through the following:

• Field Audits - regularly conducts field audits on a number of assigned base as determined by upper management
• Open Call Management - daily review of open calls, part calls, and aged calls
• Daily communication to management, customers, dispatch, and sales
• Conducts team technical meetings as required, reviews technical bulletins with team personnel
• Determines if one-on-one or group training is necessary and, if appropriate, conducts said training
• Works with management to develop and implement action plans for technicians below productivity goals
• Works with technicians prior to or immediately following formal training to ensure identified skills are attained
• Conducts final evaluation of problematic equipment prior to on-site visit from technical support
• Assists branch technicians in troubleshooting problematic machines
• Works with management in scheduling training and realignment of territories
• Reviews car stock to ensure that on-hand inventories are kept to a minimum
• Conducts regular inventory assessments of technicians' stock, per company guidelines
• Ensures compliance with branch directives and established company policies and procedures
• Informs his/her immediate supervisor of significant key operator error situations
• Always maintain professionalism in dress and demeanor
• The Field Manager is expected to spend a minimum of four (4) hours per workday performing field-related duties, including visiting client sites, meeting with customers, conducting inspections, supervising field personnel, and addressing operational issues. Any exceptions to this requirement must be approved in advance by management.

Required Qualifications:

• Customer Imaging Specialist or equivalent experience
• Demonstrated electro-mechanical and digital electronic expertise
• Demonstrated ability to motivate and train technicians
• Demonstrated basic leadership ability
• Strong oral and written communication skills
• Excellent customer service and interpersonal relations skills
• Excellent technical knowledge of company product line
• Strong Knowledge of company policies and procedures
• Proficient with ERP software
• Proficient in Microsoft Office suite, especially Microsoft Excel for data analysis and reporting, and Microsoft Outlook for email
• Excellent organizational and multitasking skills
• Team player with good interpersonal skills and positive attitude
• Minimum 3-5 years of field service experience
• Minimum 2 years of supervisory or management experience
• Demonstrated ability to manage remote employees across multiple customer locations
• Experience conducting ride-alongs, performance coaching, and field audits
• Experience managing technician productivity, utilization, and customer satisfaction metrics
• Proven ability to hold employees accountable for performance, attendance, and policy compliance

Job Type: Full-time

Salary: $85,000 - $95,000 per year

Benefits: Dental insurance, Health insurance, Vision Insurance, Life Insurance, PTO, and 401(k)

Schedule: Monday to Friday

Work Location: In-person/In-field


EEO Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.