Field Service Manager

Prosource the Midwest regions leading business technology solutions provider has been awarded a Top Workplaces honor by The Enquirer from 2020-2025. The list is based on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage LLC.

We are seeking an experienced Field Service Manager to lead a team of technicians drive exceptional customer service and oversee daily field operations. This role combines leadership operational management customer relationship building and technical oversight. The successful candidate will play a key role in developing talent improving service performance and ensuring customers receive timely high-quality support.

This is an excellent opportunity for a service leader who enjoys mentoring teams solving complex operational challenges and making a direct impact on customer satisfaction and business growth.

Team Management:

• Recruit and supervise a team of field service technicians.
• Establish and implement a training strategy that includes skill development programs to meet employee needs and development.
• Assign and schedule service calls ensuring proper coverage and efficient use of resources.
• Provide guidance and support to technicians including technical assistance and problem-solving.

Service Delivery:

• Ensure timely and effective service delivery
• Monitor service requests prioritize tasks and manage service level agreements (SLAs).
• Troubleshoot complex technical issues both remotely and on-site and provide solutions to minimize downtime.

Customer Relationship Management:

• Build and maintain strong relationships with clients by understanding their needs and providing excellent customer service.
• Address customer inquiries concerns and escalations promptly and professionally.
• Implement improvement strategies based on customer feedback.

Operational Efficiency:

• Develop and implement standard operating procedures (SOPs) for field service operations ensuring consistent and efficient processes.
• Optimize resource allocation inventory management and equipment utilization to maximize productivity and profitability.
• Collaborate with internal teams to streamline operations and improve service quality.

Performance Monitoring and Reporting:

• Track key performance indicators (KPIs) and metrics related to service delivery technician productivity and customer satisfaction.
• Generate regular reports on operational performance identify trends and propose corrective actions as needed.
• Conduct performance evaluations of field service technicians providing feedback and implementing training or development plans.

Key Competencies

• Leadership & Team Development
• Customer Focus
• Operational Excellence
• Technical Troubleshooting
• Strategic Planning
• Communication & Collaboration
• Decision Making
• Negotiation & Conflict Resolution
• Process Improvement
• Performance Management

Required Qualifications

• 5 years of leadership experience supervising technical service field service maintenance or engineering teams.
• 4 years of hands-on technical service experience preferably within electronics networking communications or related industries.
• Proven ability to lead coach and develop field service technicians.
• Strong customer relationship management and conflict-resolution skills.
• Experience managing service schedules technician workloads and customer priorities.
• Demonstrated ability to analyze operational metrics and implement process improvements.
• Effective verbal and written communication skills with the ability to interact professionally with customers employees and leadership.
• Strong organizational problem-solving and decision-making abilities.
• Proficiency with Microsoft Office and service management software.

Preferred Qualifications

• Associates or Bachelors degree in Electronics Engineering Technology Business Management or a related field.
• Experience managing service operations service financials KPIs and performance metrics.
• Knowledge of IT networking telecommunications security systems or related technical environments.
• Experience developing training programs and employee development plans.
• Experience with inventory management resource planning and service process optimization.

Toughest Part of Job

• Resolving scheduling conflicts with quick decisions for various changes.