A multi-state capital goods sales and service distribution business is seeking a Service Manager to join their team. This individual will perform a variety of complex support activities within the Field Service Department and provide oversight and management-level support to field service calibration technicians. The Service Manager will assess and respond to complex situations where standard procedures have not resolved equipment issues. They will be strategically and tactically responsible for resolving escalated customer problems within their region. In addition, they will report reliability and quality concerns to appropriate internal teams and use prior experience to resolve non-standard problems. This position requires ensuring all training certifications are maintained and up to date. The Service Manager may also be responsible for training junior-level field service staff and organizing work performed by direct reports across different regions.

Responsibilities 

• Manage a team of Field Service Technicians within an assigned territory.
• Collaborate with the Service Dispatch team to optimize the effective utilization of field personnel.
• Recruit, hire, manage, and facilitate training through orientation, onboarding, scheduled field visits, and training classes.
• Oversee performance management, development, and coaching for all team members. Make recommendations and decisions related to hiring, compensation, and employment conditions in conjunction with Human Resources.
• Establish daily service priorities for service teams in partnership with the Dispatch team.
• Lead the service team to achieve high levels of customer satisfaction.
• Coordinate with the Technical Manager to ensure that Technician vehicles are properly stocked to maximize first-time solution rates.
• Review and approve expense reports of direct reports.
• Develop strong working relationships with Territory Sales Managers, other Regional Service Managers, and key departmental staff to meet customer expectations and company service goals.
• Build close working relationships with other relevant company units to ensure consistent customer service.

Competencies

• Exceptional attention to detail, organizational skills, and ability to manage multiple tasks efficiently.
• Demonstrates a sense of urgency in achieving and exceeding desired results.
• Ability to maintain confidentiality.
• Effectively leverages resources and works well through others.
• Balances multiple projects while meeting assigned deadlines.
• Strong oral and written communication skills, with the ability to compose and edit business correspondence.
• Self-motivated, detail-oriented, and flexible.
• A forward-thinking individual who actively seeks opportunities and proposes solutions.

Experience and Education

• High School Diploma or GED with 10+ years of relevant experience, including supervision, OR 5 years of relevant experience with a bachelor’s degree (preferred master’s degree).
• 10-15+ years' experience in leadership roles, managing field service technicians.
• 5-7 years of experience in people management is preferred.
• Strong leadership, interpersonal communication, and relationship-building skills.
• Ability to prioritize tasks, work under pressure, and meet deadlines.
• Exhibits professional conduct, integrity, and accountability.
• Capable of making informed recommendations to resolve problems or issues, using sound judgment while partnering with upper management and HR.
• Proficient in Microsoft Office.
• Familiarity with Salesforce within the Field Service area.
• Valid driver’s license.
• Ability to travel as needed, estimated at 10-25%.