Field Service Manager
$90,000–$115,000 year
On-siteWoburn, Massachusetts, United States
Job Summary
Lead, manage, and coach a team of HVAC service technicians while overseeing daily field operations to ensure work is completed safely and efficiently. Coordinate scheduling, dispatch, and resource allocation to meet customer needs, providing technical guidance for troubleshooting complex systems. Monitor productivity, performance, and quality metrics to drive efficiency and profitability, while handling customer complaints and resolving operational conflicts. Recruit, interview, and onboard staff, developing training plans to enhance technician skills. Maintain accurate documentation, enforce OSHA requirements, and implement strategies to improve service operations and customer retention.
Required Qualifications
- Strong understanding of commercial HVAC systems, service operations, troubleshooting, and repair
- Ability to understand complex technical issues and provide appropriate guidance to technicians
- Ability to evaluate service-related problems and make informed technical decisions
- Strong commitment to workplace safety and proper field procedures
- Valid Driver's License and clean driving record
- Must be available for weekends
- Must be available for year-round work
Desired Qualifications
- Visionary leadership mindset focused on inspiring and uplifting a team
- Passion for excellence
- Belief that leadership is about more than just a title
- Passion for creating comfort and warmth in every home
- Experience driving production and monitoring pace
- Experience with analysis of service department KPIs
- Experience with budgeting, forecasting, and controlling service-related expenses
- Experience with recruiting, interviewing, hiring, and onboarding service technicians
- Experience developing training plans and identifying opportunities for technician skill development
- Experience resolving field conflicts and operational challenges
- Experience identifying recurring service issues and implementing solutions
- Experience working with leadership to develop and implement strategies that improve service operations and customer retention
- Experience maintaining accurate documentation and ensuring service records are completed properly
- Ability to remain calm, decisive, and solutions-focused when dealing with high-pressure situations
- Ability to lead by example and create a positive, accountable, and high-performing service team
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