Field Service Manager

Accountability:

Oversees and coordinates field service teams to execute service activities in alignment with the company’s financial and operational goals. Ensures high-quality service delivery and customer satisfaction. Collaborates with cross-functional teams to support efficiency and continuity in aftermarket service operations.

Scope and Responsibilities:

Essential duties include, but are not limited to the following:

• Promote and maintain a safe and healthy work environment for all team members.
• Provides onsite coordination and support in collaboration with departments such as Assembly, Installation, Engineering, Bid & Proposal, Operations, Project Management, and Sales to ensure customer needs are met.
• Assists in planning, organizing, and overseeing service department activities to meet deadlines and customer expectations.
• Supports the development and implementation of process improvements and service programs to enhance efficiency and control costs.
• Works closely with internal stakeholders and external customers to ensure service objectives are met and issues are resolved promptly.
• Build and maintain a motivated, well-trained, and adequately staffed service team. Supports team development and succession planning within the department.
• Coordinates with Engineering to ensure technical support is available and relevant documentation (e.g., work instructions) is accurate and accessible.
• Manages Service budgets, utilization, absorption goals of the service department.
• Sets performance goals for departments and monitors progress to goal attainment
• Directs staffing, training, and performance evaluations to develop and manage respective teams.
• Meets with customers personally to understand aftermarket needs and document visits within the Fives system (i.e. Salesforce).
• Interacts with customers and field service group to increase our FMSI Parts, service, and Technical Solutions to drive increased bookings and sales.
• Responsibility for all Service activities, including Service Proposals and Service Reports.

Geographic/ Travel:

• An ability to travel extensively and occasionally with short notice to support our customers.

Education/Certification:

• Bachelor’s degree from four-year college or university, or a minimum of five (5) years related experience and/or training, or equivalent combination of education and experience.

Experience:

• Five to seven years related experience, preferably in a technical service or field operations environment.

• Proficiency in Microsoft Office and SAP systems.
• Strong understanding of financial drivers in service operations.
• Confident communicator capable of motivating teams and presenting in group settings.
• Basic technical understanding of FMSI’s products, including assembly, testing, and installation processes.
• Ability to analyze and interpret business documents, technical procedures, and industry regulations.
• Skilled in writing clear and concise reports, business correspondence, and procedural documents.
• Comfortable presenting to managers, customers, and external partners.
• Competency in mathematical concepts including geometry, trigonometry, and statistical analysis.
• Strong problem-solving skills: able to work with limited standardization and interpret diverse instructions provided in various formats.