Mechanical Service Manager

About the Role

We’re partnering with a Memphis-area client seeking an experienced Field Services Manager to lead day-to-day service operations across the field technician team. In this role, you’ll own customer service and support workflows, optimize technician scheduling and travel, expedite parts, and ensure timely, high-quality resolution of service calls and projects. Success looks like streamlined dispatching, cost-efficient routes, responsive communication, and consistently high customer satisfaction.

• Own customer service operations: Organize service files, manage incoming service calls, and oversee service contracts while directly engaging with customers every day.
• Dispatch & scheduling: Strategically schedule technicians to maximize efficiency and minimize travel costs; coordinate travel schedules and coverage plans.
• Intake & triage: Respond to customer calls, assess needs, and dispatch the right technician promptly based on skills, location, and urgency.
• Close-out quality: Conduct follow-up calls post-service to confirm satisfaction, capture feedback, and identify opportunities for process improvement.
• Grow revenue: Actively identify and pursue new service agreement opportunities with existing and prospective customers.
• 24/7 support: Manage the emergency on-call line and ensure the on-call technician handles requests quickly and effectively.
• Technical collaboration: Partner with technicians to resolve complex jobs, communicating with vendors and factories to troubleshoot and escalate as needed.
• Parts & logistics:
  Expedite parts requirements for all service personnel; coordinate sourcing, lead times, and delivery to meet service schedules.
• Quoting: Prepare accurate service and parts-related quotations; support approvals and follow-through to invoicing.
• Metrics & reporting: Track core KPIs (response time, first-time fix rate, schedule adherence, customer satisfaction) and recommend continuous improvements.

• Proven experience leading field service operations in a mechanical/industrial environment (e.g., equipment, machinery, HVAC, or related).
• Strong customer service presence with clear, professional communication—written and verbal.
• Demonstrated scheduling/dispatch expertise and route optimization to reduce travel and labor costs.
• Hands-on coordination with vendors/factories for technical support, parts, and warranties.
• Ability to prepare quotes and collaborate with finance/order management for accurate billing.
• Solid organizational skills
  —maintaining service files, contracts, parts tracking, and technician documentation.
• Familiarity with service management/CRM/ERP tools (dispatching, ticketing, parts management, and reporting).
• Willingness to support a 24/7 on-call rotation and occasional regional travel.

• Experience supervising multi-site field service technicians
  .
• Knowledge of mechanical systems and safety standards; ability to read basic schematics and service documentation.
• Continuous improvement mindset with data-driven decision making.

• Primarily office-based with daily customer interaction and team coordination;
• Occasional site visits and regional travel as needed;
• Participation in after-hours/on-call coverage.

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting.

The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan. Additional disclaimer:
Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied.

Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.