Field Service & Customer Solutions Manager

SummaryThe 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 sitesAssess field situations and determine the most cost-effective and customer-focused approach for resolving issues while protecting company standards and relationshipsWork collaboratively with sales representatives to determine warranty, sample, mock-up, field service, and trade show support needsPartner closely with Engineering and customers to troubleshoot issues and develop appropriate warranty resolutionsCollaborate regularly with the VP of Sales to establish priorities, align resources, and support strategic customer initiativesPlan and manage travel schedules strategically to maximize efficiency, productivity, and time on the roadMaintain and prioritize an active schedule of warranty work, field service requests, sample deliveries, mock-up coordination, and trade show supportCoordinate and execute the delivery, setup, teardown, and removal of product mockups, trade show booths, and display installationsOccasionally support and supervise large-scale furniture installations across the USServe as a professional, face-to-face representative of the company with customers, maintaining a servant-minded, solution-focused approach during warranty or service interactionsHire, coordinate, and manage seasonal field service support teams and/or local external partners as needed to assist with warranty and field service workCollaborate cross-functionally with sales, operations, engineering, and customer service teams to ensure successful execution and follow-throughMaintain accurate communication and documentation related to service work, scheduling, and customer follow-upDesired Qualifications:Strong critical thinking and problem-solving abilities with the capacity to make sound field decisions independentlyExcellent customer service and interpersonal communication skills, especially in face-to-face situationsHighly organized with the ability to efficiently manage multiple projects, schedules, and priorities simultaneouslySelf-starter with the ability to work independently while coordinating effectively across teamsStrong mechanical aptitude with experience in furniture assembly, installation, woodworking, or related trades preferredExperience coordinating travel, logistics, or field operations preferredProfessional written communication skills with the ability to clearly communicate via email and reportsAbility to lead temporary field crews or coordinate external service partners when necessaryWillingness to travel extensively, including overnight staysPhysical Requirements & Working ConditionsMust be able to work days, nights, weekends, and holidays as neededMust be able to stand and walk for extended periods of time and perform repetitive physical motionsRequired to climb stairs, balance, stoop, kneel, crouch, bend, stretch, twist, and reachPush, pull, and lift up to 75 poundsWork in a variety of environments including hot, humid, noisy, and active job site conditionsBenefitsWeekly pay scheduleHealth benefits BEGIN ON DAY ONE – medical, dental and visionPaid time off package as well as paid holidaysCompetitive pay with opportunity for career growthHealth Saving Account with employer contribution401(k) Plan with company matchCompany-paid group life insuranceEmployee Referral Program