Field Service & Customer Solutions Manager

Summary

The Field Service & Customer Solutions Manager is responsible for overseeing and executing field service operations in a way that balances exceptional customer experience with cost-effective operational execution. This role serves as a critical link between customers, sales representatives, engineering, operations, and leadership to ensure warranty concerns, field service requests, sample logistics, trade shows, and mock-up needs are handled proactively and professionally.

The ideal candidate is highly organized, solutions-oriented, and capable of independently managing priorities while maintaining a servant-minded approach to customer interactions. This individual must be able to think critically, assess situations in the field, and determine the most efficient and customer-friendly path to resolution.

Key Responsibilities:

• Coordinate and execute warranty service, field repairs, furniture installations, and support requests at customer sites
• Assess field situations and determine the most cost-effective and customer-focused approach for resolving issues while protecting company standards and relationships
• Work collaboratively with sales representatives to determine warranty, sample, mock-up, field service, and trade show support needs
• Partner closely with Engineering and customers to troubleshoot issues and develop appropriate warranty resolutions
• Collaborate regularly with the VP of Sales to establish priorities, align resources, and support strategic customer initiatives
• Plan and manage travel schedules strategically to maximize efficiency, productivity, and time on the road
• Maintain and prioritize an active schedule of warranty work, field service requests, sample deliveries, mock-up coordination, and trade show support
• Coordinate and execute the delivery, setup, teardown, and removal of product mockups, trade show booths, and display installations
• Occasionally support and supervise large-scale furniture installations across the US
• Serve as a professional, face-to-face representative of the company with customers, maintaining a servant-minded, solution-focused approach during warranty or service interactions
• Hire, coordinate, and manage seasonal field service support teams and/or local external partners as needed to assist with warranty and field service work
• Collaborate cross-functionally with sales, operations, engineering, and customer service teams to ensure successful execution and follow-through
• Maintain accurate communication and documentation related to service work, scheduling, and customer follow-up

Desired Qualifications:

• Strong critical thinking and problem-solving abilities with the capacity to make sound field decisions independently
• Excellent customer service and interpersonal communication skills, especially in face-to-face situations
• Highly organized with the ability to efficiently manage multiple projects, schedules, and priorities simultaneously
• Self-starter with the ability to work independently while coordinating effectively across teams
• Strong mechanical aptitude with experience in furniture assembly, installation, woodworking, or related trades preferred
• Experience coordinating travel, logistics, or field operations preferred
• Professional written communication skills with the ability to clearly communicate via email and reports
• Ability to lead temporary field crews or coordinate external service partners when necessary
• Willingness to travel extensively, including overnight stays

Physical Requirements & Working Conditions

• Must be able to work days, nights, weekends, and holidays as needed
• Must be able to stand and walk for extended periods of time and perform repetitive physical motions
• Required to climb stairs, balance, stoop, kneel, crouch, bend, stretch, twist, and reach
• Push, pull, and lift up to 75 pounds
• Work in a variety of environments including hot, humid, noisy, and active job site conditions

Benefits

• Weekly pay schedule
• Health benefits BEGIN ON DAY ONE – medical, dental and vision
• Paid time off package as well as paid holidays
• Competitive pay with opportunity for career growth
• Health Saving Account with employer contribution
• 401(k) Plan with company match
• Company-paid group life insurance
• Employee Referral Program