Field Service Manager

Description

Prosource, the Midwest region’s leading business technology solutions provider, has been awarded a Top Workplaces honor by The Enquirer from 2020-2025. The list is based on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC.  

We are seeking an experienced Field Service Manager to lead a team of technicians, drive exceptional customer service, and oversee daily field operations. This role combines leadership, operational management, customer relationship building, and technical oversight. The successful candidate will play a key role in developing talent, improving service performance, and ensuring customers receive timely, high-quality support.

This is an excellent opportunity for a service leader who enjoys mentoring teams, solving complex operational challenges, and making a direct impact on customer satisfaction and business growth.

Requirements

Team Management: 

• Recruit and supervise a team of field service technicians.  
• Establish and implement a training strategy that includes skill development programs to meet employee needs and development.? ? 
• Assign and schedule service calls, ensuring proper coverage and efficient use of resources. 
• Provide guidance and support to technicians, including technical assistance and problem-solving. 

Service Delivery: 

• Ensure timely and effective service delivery 
• Monitor service requests, prioritize tasks, and manage service level agreements (SLAs). 
• Troubleshoot complex technical issues, both remotely and on-site, and provide solutions to minimize downtime. 

Customer Relationship Management: 

• Build and maintain strong relationships with clients by understanding their needs and providing excellent customer service. 
• Address customer inquiries, concerns, and escalations promptly and professionally. 
• Implement improvement strategies based on customer feedback. 

Operational Efficiency: 

• Develop and implement standard operating procedures (SOPs) for field service operations, ensuring consistent and efficient processes. 
• Optimize resource allocation, inventory management, and equipment utilization to maximize productivity and profitability. 
• Collaborate with internal teams to streamline operations and improve service quality. 

Performance Monitoring and Reporting: 

• Track key performance indicators (KPIs) and metrics related to service delivery, technician productivity, and customer satisfaction. 
• Generate regular reports on operational performance, identify trends, and propose corrective actions as needed. 
• Conduct performance evaluations of field service technicians, providing feedback and implementing training or development plans. 

 Key Competencies

• Leadership & Team Development
• Customer Focus
• Operational Excellence
• Technical Troubleshooting
• Strategic Planning
• Communication & Collaboration
• Decision Making
• Negotiation & Conflict Resolution
• Process Improvement
• Performance Management

 Required Qualifications

• 5+ years of leadership experience supervising technical service, field service, maintenance, or engineering teams.
• 4+ years of hands-on technical service experience, preferably within electronics, networking, communications, or related industries.
• Proven ability to lead, coach, and develop field service technicians.
• Strong customer relationship management and conflict-resolution skills.
• Experience managing service schedules, technician workloads, and customer priorities.
• Demonstrated ability to analyze operational metrics and implement process improvements.
• Effective verbal and written communication skills with the ability to interact professionally with customers, employees, and leadership.
• Strong organizational, problem-solving, and decision-making abilities.
• Proficiency with Microsoft Office and service management software.

 Preferred Qualifications

• Associate's or Bachelor's degree in Electronics, Engineering Technology, Business Management, or a related field.
• Experience managing service operations, service financials, KPIs, and performance metrics.
• Knowledge of IT networking, telecommunications, security systems, or related technical environments.
• Experience developing training programs and employee development plans.
• Experience with inventory management, resource planning, and service process optimization.

Toughest Part of Job 

• Resolving scheduling conflicts with quick decisions for various changes.