Field Service Technician

Position Summary

The Field Service Technician is responsible for the full scope of service activities — from planning and customer relationship management. This role directly impacts the customer experience and business outcomes through effective leadership and operational oversight.

This position is focused on driving service operations within a defined geographical territory. The ideal candidate will lead a field-based team, ensuring exceptional customer satisfaction through efficient service execution and alignment with strategic business goals.

• Oversee the lifecycle of service activities from equipment installation through maintenance and repeat purchases.
• Manage technician scheduling, dispatching, and preventive maintenance planning.
• Align service decisions with internal teams including customer service, sales, and account management.
• Use CRM tools and performance metrics (FTFR, RFR, OTIF, MTTR) to monitor and improve service delivery.
• Align planning and operations with centrally defined budgets, KPIs, and strategic initiatives.
• Provide feedback on hiring, training, and performance reviews.
• Service Efficiency:
  First Time Fix Rate (FTFR), Repeat Failure Rate (RFR), On-Time in Full (OTIF), Mean Time to Repair (MTTR)
• Business Impact:
  Equipment lifecycle support, aftermarket sales, and operational efficiency

• Solid understanding of service operations and customer-focused KPIs.
• Basic skills in Microsoft Excel, PowerPoint, and CRM software.
• Ability to interpret and act on financial and operational data.

• Strong people management and decision-making skills.
• Ability to communicate clearly and resolve conflict.
• Collaborative mindset with a focus on continuous improvement.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce.

Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

• Associate

• Full-time

• Industrial Technology

• Service Operations

• Staffing and Recruiting