National Field Service Manager

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

📋 Description

• Provide leadership and direction to the National Field Service Coordinator team, ensuring accountability and effective coaching.

• Offer after-sales service support while fostering growth in service business across key U.S. markets.

• Formulate and implement both short-term and long-term strategies for service support and growth.

• Collaborate with Sales and Field End User Specialists for product demonstrations, knowledge-sharing events, and safety training sessions.

• Manage and enhance end-user accounts through strategic planning and solution-oriented support.

• Conduct visits to buying offices and job sites to promote product placement, seeding, and end-user conversion.

• Identify sales prospects and provide value-added solutions while ensuring a profitable return on investment.

• Support marketing initiatives for service repair along with promotional programs.

• Seek out new customers to broaden the account base.

• Monitor and report on KPIs including response times, first-call resolution rates, NPS/CSAT, and growth in service revenue.

• Address escalated customer concerns and warranty disputes.

• Spearhead Authorized Service initiatives within the Product Services Division.

• Work closely with product, brand, marketing, finance, and field service teams on Authorized Service programs.

• Develop and initiate programs aimed at boosting sales and repair activities through the Authorized Service Center network.

• Set performance standards and scorecards for Authorized Service Centers.

• Create training curricula and certification programs for technicians at Authorized Service Centers.

• Conduct business reviews with partner Authorized Service Centers.

• Oversee financial performance, including budgets, sales, SGM, and operating margins for Field Service and Authorized Service functions.

• Utilize analytics tools and CRM/ERP platforms like Salesforce and SAP to track performance and service metrics.

• Implement process enhancements to lower cost-to-serve and improve turnaround times.

• Maintain service center and partner information, including the DEWALT Service Locator.

• Audit compliance of Authorized Service Centers with warranty policies, repair standards, and contractual obligations.

• Manage the onboarding and offboarding processes for Authorized Service Center partners.

• Coordinate with supply chain and parts distribution teams.

• Analyze and present business performance data for strategic planning and decision-making.

• Prepare and deliver monthly and quarterly business reviews to senior leadership.

• Collaborate with IT and digital teams to enhance service systems and customer-facing platforms.

• Lead, mentor, train, and develop Field Service and Authorized Service teams.

• Conduct performance evaluations, establish goals and development plans, and recognize high achievers.

• Encourage customer-centric practices, continuous improvement, and data-driven decision-making.

⛳️ Requirements

• A Bachelor’s degree is preferred in Business, Operations Management, Engineering, or a similar field.

• At least 5+ years of experience in sales and customer service is required.

• Familiarity with power tools and the construction industry is essential.

• Must be willing to travel up to 60% within the designated sales territory, with occasional travel outside the territory, including trips lasting up to two weeks.

• Experience with point-of-sale systems and purchase order entry is required.

• Proficiency in CRM tools such as Salesforce is necessary.

• Knowledge of ERP systems like SAP is important.

• Proficient in Microsoft Office Suite, including Excel, PowerPoint, and Word.

• Strong analytical skills with the ability to interpret service, sales, and financial data.

• Excellent verbal and written communication abilities.

• Capable of presenting to senior leadership and external partners.

• Ability to juggle multiple priorities and lead cross-functional initiatives effectively.

• Experience in managing or developing a geographically dispersed team is preferred.

• Position based in the USA.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Life insurance.

• Vision insurance.

• Disability benefits.

• 401(k) plan.

• Employee Stock Purchase Plan.

• Paid time off, including vacation days, holidays, and personal days.

• Tuition reimbursement.

• Wellness program.

• Retirement benefits.

• Discounts on Stanley Black & Decker tools.

• Discounts through partner programs and vendors.

• Opportunities for career advancement across various paths.

• Access to a digital learning portal.

• Lean Academy and online university learning resources.

• Certificates and specializations from accredited colleges and universities.

• Opportunities for volunteerism and community engagement.

• Commitment to sustainable business practices.

• Eligibility for annual merit increases.

• Eligibility for sales incentive plans or commissions.