Associate Manager, Field Service

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and nurture a team of Field Services Engineers and Supervisors, ensuring optimal performance and skill enhancement throughout the team.

• Provide consistent coaching, conduct performance evaluations, and offer career development assistance for team members.

• Oversee daily field service operations to ensure that field engineers meet targets for service requests, installations, maintenance, and repairs.

• Develop succession planning and training programs for the team to promote continuity and growth.

• Create and execute operational strategies for the field services team to enhance efficiency, minimize downtime, and improve customer experience.

• Manage resource allocation, ensuring that projects and field service calls are properly staffed with the necessary technical expertise.

• Ensure that service operations are aligned with corporate goals and KPIs, implementing corrective actions as needed.

• Review and modify operational procedures and workflows to optimize service delivery times, costs, and quality of service.

• Act as a senior point of contact for customer escalations, resolving complex or critical issues in the field.

• Collaborate closely with customer support and sales teams to guarantee that customer expectations are met or surpassed for all installations, repairs, and service engagements.

• Regularly communicate with clients to gauge satisfaction with service quality, troubleshoot complex customer issues, and foster long-term customer relationships.

• Implement proactive solutions to address recurring service challenges and enhance overall customer satisfaction.

• Ensure that all field service work complies with company policies, safety standards, and regulatory requirements.

• Conduct audits, inspections, and performance reviews to guarantee adherence to established best practices, quality standards, and technical protocols.

• Analyze service data to identify opportunities for improvement in service delivery and implement changes to enhance safety, quality, and efficiency.

• Provide expert-level technical support and troubleshooting guidance to field engineers handling complex installations, maintenance, and repair issues.

• Serve as a subject matter expert on the company’s products, systems, and solutions, actively contributing to product enhancement initiatives.

• Collaborate with R&D and engineering teams to escalate critical product issues, providing valuable feedback from the field.

• Oversee the budget for field service operations, ensuring that expenditures remain within the allocated budget and that cost-effective service delivery is sustained.

• Monitor and control service-related costs (e.g., travel, materials, equipment) to guarantee efficient resource utilization.

• Manage inventory of field tools, parts, and equipment to ensure availability and minimize downtime caused by shortages or delays.

• Establish key performance indicators (KPIs) and metrics for the team, ensuring continuous monitoring of service efficiency, response times, and customer satisfaction.

• Develop and maintain dashboards, reports, and metrics to track team performance, identify trends, and report progress to upper management.

• Analyze performance data to identify potential inefficiencies, service bottlenecks, or areas needing improvement.

• Provide regular updates to senior management regarding field service performance, challenges, and strategies for enhancement.

• Continuously assess and refine service processes to boost efficiency, reduce costs, and increase service uptime.

• Implement best practices and new technologies to optimize service operations, including field management software, remote monitoring tools, and IoT-enabled service solutions.

• Lead or contribute to cross-functional process improvement initiatives and promote a culture of continuous improvement within the field services team.

⛳️ Requirements

• Bachelor's degree in Engineering, Information Technology, Business Administration, or a related field.

• Minimum of 3 - 5 years of experience in field services engineering, technical support, or a similar role, with at least 1-2 years in a leadership position managing teams of engineers or technicians.

• Experience in managing complex field service operations, including team performance, customer relationships, and service delivery.

• Proven history of resolving high-impact customer service issues and driving enhancements in field operations.

• Advanced technical expertise in the company’s product offerings, including troubleshooting and repair capabilities.

• Strong leadership and people management skills, with a background in building and developing high-performance teams.

• Exceptional problem-solving, conflict resolution, and critical-thinking skills.

• Ability to manage and prioritize multiple projects and tasks while ensuring service quality and meeting deadlines.

🏝️ Benefits

• Eligible for benefits starting the first day of the month following your employment.

• Tiered Medical, Dental, and Vision Insurance options available.

• Health savings (HSA), healthcare & dependent care flexible spending (FSA) accounts.

• Company-paid short-term and long-term disability (unless covered by a state disability plan).

• Company-paid life insurance and AD&D.

• Flexible Time Off Policy.

• Paid sick leave of 48 hours per calendar year.

• Eligible employees may receive four (4) weeks of paid Caregiver leave after one year of service or in accordance with state leave laws.

• 401(k) plan offering a 4% Safe Harbor company match on a 4% employee contribution that begins on Day 1.

• Employee Wellness and Financial Assistance Resources through Cigna and NY Life.

• Nine (9) paid company holidays annually.