Field Service Manager

PURPOSE

The Field Service Manager is responsible for leading the delivery of both in-house and outsourced field service operations to ensure customer SLAs are consistently achieved. This role drives the development, implementation, and continuous improvement of processes and systems to enhance the efficiency and effectiveness of the Field Service organization.

Success in this role requires strong cross-functional collaboration across ibml departments and a leadership approach grounded in a servant leadership mindset.

ROLE AND RESPONSIBILITIES

• Provide strong, positive leadership to direct reports, including clear direction, coaching, and ongoing career development.
• Establish and manage operational metrics and KPIs to measure efficiency, effectiveness, and overall departmental performance while meeting customer and financial objectives.
• Achieve financial targets by effectively scheduling and managing field service activities within service level commitments and budget constraints, ensuring service margin and profitability through cost and labor utilization management.
• Ensure compliance with customer Service Level Agreements (SLAs) while maintaining a high standard of technician training and customer service awareness.
• Address customer concerns promptly, escalating issues as needed to ensure resolution and maintain high levels of customer satisfaction.
• Collaborate with cross-functional stakeholders to identify, recommend, develop, and implement cost-effective technology and operational solutions.
• Lead, coach, and develop the Field Service team to continuously improve processes, tools, and strategies, supporting a best-in-class customer experience.
• Oversee daily management of root cause analysis to drive continuous improvement.
• Support oversight of third-party service partners, ensuring performance and cost control.
• Travel up to30% as required by business needs.

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Bachelor's degree or 5-10 years of relevant industry experience.
• 5 years of experience managing a Field Service organization.
• Proven success leading a customer-facing field workforce in a fast-paced, high-pressure environment.
• Strong communication and leadership skills, with the ability to assess operations, identify improvement opportunities, and execute strategic initiatives.
• Working knowledge of Microsoft Office Suite, PC operating systems, software applications, and basic networking concepts.
• Demonstrated ability to make sound business decisions and manage expenses responsibly.
• Self-starter who can work independently or collaboratively within a team.
• Strong attention to detail and commitment to thoroughness.
• Quick learner with the ability to adapt in a dynamic, changing environment.
• Excellent interpersonal skills, with the ability to build strong relationships and maintain open communication across teams and departments.
• Strong leadership capabilities, with a focus on accountability, clear expectations, and performance outcomes.
• Commitment to fostering positive employee relations, effective communication, and a high-performing team culture.

ADDITIONAL NOTES