Service Manager for Mechanical Services

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 includes 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 daily.
• 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 written and verbal communication.
• 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
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• 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.

Note:

This posting may reflect the salary range and discretionary bonuses where applicable. Vaco/Highspring provides benefits including medical, dental, and vision, and a 401(k) plan where eligible. This posting may include standard equal opportunity and privacy notices as required by law.

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate on the basis of race, color, sex, religion, national origin, age, disability, veteran status, or any other protected characteristic as required by law. If reasonable accommodation is needed to participate in the job process, please contact

Vaco by Highspring values a diverse workplace and encourages women, people of color, LGBTQ+ individuals, people with disabilities, veterans, and others to apply.

Vaco by Highspring respects your privacy and provides notice of our policies. Residents of various regions may access our policies here as applicable.

Compensation for this role depends on multiple factors including skill, experience, licensure, location, and business needs. Salary ranges, if disclosed, are noted in the job posting where required by law.