A field services manager is in charge of trained teams that are sent out on installations, upgrades, and infrastructure repair in the field. A field services manager works to train these field teams, keep their skills up to date, and ensure they perform their duties in a manner that satisfies the client and keeps services, software, or hardware up to company and industry standards. Additionally, a field services manager must handle and budget for the logistics related to field services. They must fully account for travel expenses, equipment costs, and other related expenses. This cost budgeting helps the company properly price these services for the customer.
The field services manager also serves as the point person when dealing with customer issues related to the work of remote teams sent out on jobs. It is also up to the field services manager to effectively train teams to minimize negative situations and deal with customer inquiries in a cost-effective, positive manner.
This is largely a job concerned with logistics, and the education requirements typical of this position reflect that. Companies typically look for people with bachelor’s degrees with a crossover emphasis that includes information technology and business logistics. Typically, a field services manager works in an office environment, but he or she also spends time making quality control inspections and audits at work sites. For companies with wider geographical service areas, travel may also be involved.
Field Services Manager Tasks
Interact with customers to review and measure field service engineers' professionalism and effectiveness.
Supervise Field Service activities to ensure timely and complete resolution of field warranty issues.
Recruit qualified candidates to meet regional staffing requirements.
Maximize technician revenues through efficient routing and scheduling.
Monitor the work flow via audits and regular communication throughout the day.