Lead Field Service Operations, Technicians, Customers, and Growth in Western MassachusettsThis Jobot Job is hosted by: Cody MacLellan
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Salary: $90,000 - $105,000 per year
A bit about us:The Service Manager is responsible for leading day-to-day field service operations for a growing commercial service organization in Western Massachusetts. This individual will oversee field technicians, coordinate scheduling and dispatch, maintain strong customer relationships, and ensure service work is completed safely, efficiently, and profitably.
The ideal candidate is a hands-on leader with experience managing technicians in a commercial, industrial, mechanical, facilities, or equipment service environment. This position requires someone who can balance team leadership, customer needs, operational performance, and the demands of a fast-paced field service operation.
Why join us?- A team-first culture where your voice matters, with leadership that trusts you to run your department.
- Competitive pay and benefits, with real opportunities for growth as the company expands.
- A workplace that values hard work, humor, and mutual respect. No two days are the same.
- You'll be the go-to problem-solver, not just a scheduler. Real ownership over how your department runs.
- Direct visibility with leadership. Your input on process and team decisions actually gets heard.
Job DetailsKey Responsibilities
- Lead, coach, and develop a team of field service technicians
- Manage daily scheduling, dispatch, workload allocation, and emergency service needs
- Ensure technicians have the equipment, materials, information, and support necessary to complete work efficiently
- Monitor service quality, technician productivity, response times, and department performance
- Maintain strong relationships with commercial and industrial customers
- Provide operational and technical support for complex field service issues
- Review work orders, labor hours, materials, and service documentation for accuracy
- Coordinate equipment, parts, and material requirements with internal teams and vendors
- Address customer concerns and resolve service-related issues professionally and efficiently
- Support technician recruiting, onboarding, training, development, and performance management
- Maintain and enforce company safety standards and field service procedures
- Identify opportunities for additional service work, preventative maintenance, and account growth
- Monitor department costs, labor utilization, margins, overtime, and profitability
- Partner with sales, operations, and company leadership to support overall business performance
Preferred Qualifications
- 3+ years of field service, service management, operations, or related leadership experience
- Experience leading, scheduling, and developing field service technicians
- Background in commercial or industrial service, mechanical systems, facilities services, material handling, equipment service, or a related industry preferred
- Strong mechanical aptitude with exposure to electrical troubleshooting
- Understanding of service estimates, work orders, labor requirements, and job costing
- Strong customer service, communication, and problem-solving skills
- Demonstrated ability to develop technicians and hold teams accountable for performance
- Ability to balance customer satisfaction, technician utilization, quality, and profitability
- Comfortable working in a fast-paced service environment with changing priorities and urgent service needs
- Valid driver's license
Interested in hearing more? Easy Apply now by clicking the "Apply Now" button.
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