Head of Customer Service (Remote)

Our client is an established manufacturer of precision industrial equipment for the metal fabrication industry, serving customers across North America and internationally. The company has recently expanded into new product lines and is investing in its service organization to keep pace with growth. With a strong reputation for engineering quality and customer support, the company is seeking an experienced service leader to help scale its field service operations.
The Field Service Manager provides overall leadership and direction for the Field Service Department, overseeing three Assistant Managers responsible for North American Field Service, International Field Service, and a newer specialty product line's field service. This role ensures field service operations are effectively coordinated, customer commitments are met, technicians are properly supported, and departmental priorities are executed. The position is highly reactive and fast-paced, with priorities shifting quickly based on customer needs and technician demands, and requires strong cross-functional coordination with technical support, engineering, parts, and scheduling teams.
Leadership & Team Management

Lead and oversee the three Assistant Managers and their respective service areas
Establish departmental priorities, goals, processes, and performance expectations
Coach, mentor, and support Assistant Managers in managing their teams, including technician training, development, and performance management
Promote consistent service standards, communication, and accountability across the department
Field Service Operations & Customer Escalation

Oversee daily field service activities through the Assistant Managers, including technician scheduling, workload, and resource needs
Serve as an escalation point for significant or complex customer, scheduling, or operational issues, and step in directly when customer relationships begin to deteriorate
Identify opportunities to improve efficiency, service quality, and customer satisfaction
Oversee departmental projects and drive improvements to scheduling, communication, and service processes
Maintain effective communication with Sales, Operations, Engineering, Parts, HR, and other departments
Monitor key field service performance metrics and provide regular updates and recommendations to senior leadership
Hold Assistant Managers accountable for departmental goals and performance
5+ years of experience in field service, technical service, service operations, or a related environment

• Previous people-management experience in a service environment, ideally leading field service teams
• Ability to manage a sizable technician population in a high-urgency, reactive service organization
• Excellent listening skills and the ability to interpret leadership expectations and translate them clearly to technicians and customers
• Confidence handling escalations, supporting managers, and repairing customer relationships when needed
• Ability to manage multiple shifting priorities and effectively lead teams through other managers
• Background in fabrication machinery, machine tool, or industrial equipment service is strongly preferred; adjacent high-urgency equipment service environments may also be considered

Currently in a very similar role, ideally managing a comparable-sized technician population
Some technical understanding of complex industrial equipment
Bachelor's degree in Business, Engineering, Operations, or a related field preferred; Experience with technician scheduling, training, and service operations
Quarterly bonus potential of approximately 5% of base salary, tied to quarterly goals and performance
This is an on-site position; remote work is not available.