Field Service Manager gtl - De Pere Wisconsin

Location: De Pere, Wisconsin
Posted On: 06/23/2025

Our client is seeking an experienced and highly motivated Field Service Manager to lead their Parts & Service Department. This leadership role requires someone with the operational insight and leadership skills equivalent to a General Manager, capable of overseeing a team of field technicians, supporting internal customer service, and working cross-functionally with engineering and manufacturing teams. Key Responsibilities Lead and manage a service team of 3 traveling field technicians and supplement with engineering/manufacturing technicians when needed. Supervise and support one inside customer service representative to ensure efficient handling of service calls, quotes, and parts orders. Ensure customer satisfaction by responding to inquiries, warranty claims, and service requests in a timely and professional manner. Provide technical support and troubleshooting assistance to customers and technicians both remotely and on-site. Collaborate with engineering and production teams to resolve complex technical challenges and customer feedback. Oversee parts sales and pricing procedures, maintaining profitability and consistency across service operations. Build and maintain strong customer relationships to drive repeat business and long-term satisfaction. Schedule and coordinate on-site service visits, maintenance, and repairs efficiently. Manage inventory of service tools and ensure availability of necessary resources for field work. Identify and implement process improvements within the service department to increase efficiency and effectiveness. Conduct performance evaluations, provide coaching, and promote a culture of accountability and excellence within the service team. Maintain accurate records of service activities, including quotes, reports, inventory, and customer feedback. Act as the voice of the service team within the organization—sharing key insights and trends from field activity to help inform product and process improvements. Qualifications Service or operations management experience, preferably in an industrial, mechanical, or equipment manufacturing environment. Leadership experience with cross-functional teams (e.g., service techs, customer support, engineering). Strong background in customer service, technical troubleshooting, and field service coordination. Excellent interpersonal, communication, and organizational skills. Ability to manage multiple priorities in a fast-paced environment. Proficient in using CRM systems, service software, and Microsoft Office Suite. Willingness to travel occasionally for customer or technician support. Bachelor's degree in Engineering, Business Management, or a related field is a plus. Preferred Experience Previous experience working in or leading a service or parts department. Strong understanding of equipment, machinery, or industrial systems. Familiarity with warranty claims, service quoting, and parts pricing strategies. More...

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