Field Service Manager manages the field service personnel who perform on-site routine services including installation, maintenance, and repair. Oversees the scheduling and training of field service representatives. Being a Field Service Manager handles service contracts and directs support services. Develops methods, guidelines, and policies to facilitate efficient service delivery. Additionally, Field Service Manager ensure all customer issues are satisfactorily resolved utilizing engineering, manufacturing, and other teams as needed. Typically requires a bachelor’s degree. Typically reports to a head of a unit/department. The Field Service Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. To be a Field Service Manager typically requires 3+ years of managerial experience.
Field Service Manager Job Description Template
Our company is looking for a Field Service Manager to join our team.
Responsibilities:
- Complete and submit service activity reports and paperwork timely to the appropriate group/department;
- Develop schedule to meet customer needs;
- Participate in the interviewing, hiring, and performance management process for assigned CST’s;
- Ensure technicians have necessary training and tools needed;
- Monitor critical accounts to accomplish quick and effective problem resolution;
- Manage daily activities of assigned customer support group;
- Work with CST and Technical Advisor Group to provide resolution to escalated customer problems;
- Communicate product issues to the Technical Advisor Group so they can be escalated to the manufacturer;
- Direct skill set training for technicians to ensure that support is delivered at a high level;
- Attend training classes for product updates and new products;
- Ensure work is performed safely;
- Provide problem resolution to customers on escalated product issues and invoice disputes;
- Provide Sales assistance in demos and/or customer visits;
- Direct the CST equipment installation process to ensure timely and quality performance;
- Monitor weekly, monthly and annual reports and direct CST actions based on reported data.
Requirements:
- Preferred experience in NSB, UMTS site construction or LTE site construction and Small cell construction;
- Strong computer skills and ability to work with Word, Excel, MPEG, JPEG and PDF files;
- 2-3 years in facilities construction, preferably with broadcast, microwave, and wireless site construction experience;
- Must have the ability to identify a quality product submission and own the Acceptance of a Site Audit;
- Adaptability – Ability to perform a variety of tasks and being able to change assignment or direction on short notice;
- Coaching Others – Demonstrates the ability to coach and develop others through effective training and communication skills;
- Driving – Must maintain State-issued Driver’s License, adhere to all laws and regulations and keep a satisfactory driving record;
- Planning – Establishes course of action, allocates resources, uses time efficiently, and is personally well organized;
- Minimum 7 Years of Field Service Management Experience;
- Excellent problem solving and decision making skills;
- Experience in a 24/7 service watch role;
- Experience with pressroom, inkjet equipment, color management, and/or prepress products and software applications;
- Outstanding customer relations skills;
- Bachelor’s Degree in a technical discipline (Advanced Degrees Preferred);
- Highly developed interpersonal skills and ability to work with others.