Field Service Manager

Field Service Manager

Usherwood Office Technology is a proud family-owned business with a rich legacy of delivering innovative office technology solutions, including managed IT services, print management, and cutting-edge office equipment. For decades, we have fostered a warm collaborative environment where our employees thrive, building meaningful relationships with teammates who share a passion for excellence and client success. At Usherwood, we are dedicated to empowering our clients and each other. With real opportunities for professional growth and career advancement, you'll work alongside supportive colleagues who make everyday rewarding.

We are seeking an experienced Field Service Manager to lead and grow our team of Service Technicians responsible for installing, maintaining, and repairing office technology equipment (primarily copiers, printers, and multifunction devices) across eastern New York State and New England.

You will be the bridge between our customers, technicians, and our internal senior leadership team, ensuring the highest levels of service quality, technician productivity, and customer satisfaction.

Key Responsibilities

Lead, mentor, and manage a team of field service technicians

Monitor technician performance metrics (first-time fix rate, response time, callback rate, productivity, etc.) and deliver best-in-class customer satisfaction

Hire, onboard, and develop new technicians

Conduct regular performance reviews, coaching sessions, and ride-alongs

Manage parts inventory, vehicle fleet, and technician tools

Act as the escalation point for complex technical or customer issues

Collaborate with sales, administration, and warehouse teams to ensure seamless operations

Ensure compliance with safety standards, manufacturer certifications, and company policies

Qualifications & Requirements

5+ years of experience in field service, preferably in a leadership role, within the office technology, copier/printer, or imaging industry

Proven track record of managing a team of field technicians

Strong technical knowledge of copiers, printers, MFPs, and connectivity (Canon HP, Xerox, etc. a plus)

Excellent customer service and conflict-resolution skills

Strong organizational, analytical, and problem-solving abilities

Proficient in Microsoft Office Suite; experience with CRM and ERP systems a plus

Valid driver's license and clean driving record

Ability to pass background check and drug screening

Preferred (Not Required)

Manufacturer certifications (Canon, Xerox, HP, etc.)

Experience with managed print services (MPS) and IT integration

What We Offer

Competitive base salary + quarterly bonus (Base pay: 75K-85K)

Company vehicle / cell phone and equipment

Full benefits package (medical, dental, vision, life and 401(k) with match)

Generous Paid time off + holidays

Ongoing training and manufacturer certification support

Opportunity for advancement into regional or director-level roles

"Our growth is mirrored by the quality of people we have invested in." Louis F. Usherwood, CEO

Usherwood Office Technology is an Equal Opportunity Employer.

Usherwood Office Technology