Field Service Manager

Position Title: Field Service ManagerReports to: Customer Service Operations ManagerFLSA: ExemptPosition Summary:The Field Service Manager is responsible for leading and developing a team of appliance service technicians to ensure exceptional customer service, operational efficiency, and high-quality repair performance. This role oversees daily field operations, including dispatch execution, technician productivity, and service quality, while driving continuous improvement through coaching, training, and performance management.The Field Service Manager plays a critical role in enhancing the customer experience in the field, ensuring technicians are properly trained, certified, and equipped to represent the company with professionalism and expertise.Key ResponsibilitiesLead daily dispatch operations to ensure efficient routing, scheduling, and timely service completion.Coordinate with dispatch and call center teams to maximize technician utilization and response efficiencyMonitor service capacity and adjust staffing and scheduling to meet demand and drive first-call resolutionSupervise and support field service technicians by establishing clear performance expectations and aiding their growth and success.Conduct performance reviews, coaching, and corrective action as neededConduct ride-alongs to evaluate performance, offer real-time coaching, and strengthen service standards.Foster a culture of accountability, teamwork, and continuous improvementOversee technician onboarding, training, and ongoing development programsEnsure technicians maintain required certifications and stay current with manufacturer standardsIdentify skill gaps and implement targeted training plansDrive a high-quality customer experience in the field, reinforcing professionalism and service standardsAddress escalated customer issues and encourage a mindset focused on achieving a "first-time fix."Manage and coordinate fleet vehicle inspections, routine maintenance, and seasonal servicesQualifications5+ years of experience in appliance repair, field service, or related industry2+ years of leadership or supervisory experienceStrong knowledge of dispatch operations, routing, and field service managementProven ability to coach, develop, and lead technical teamsExperience with technician certification programs and training development preferredStrong problem-solving and decision-making skillsExcellent communication and customer service skillsPhysical Requirements:Frequently moves appliances weighing floor-to-waist> 125 lbs.Frequently lifts objects from waist to overhead >50 lbs.Frequently push/pulls 50-100 lbs.Frequent gripping of up to 75 lbs.Frequent forward bending, deep-knee bending, kneeling, twistingOperate a company vehicleThe person in this position frequently communicates with customers and other employeesFrequently exposed to changing weather conditions