Manager, Field Service

Description

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Schedule:
Monday - Friday, 8:00am-5:00pm

Compensation: $80,000-$95,000 based on experience.

Location:
Rochester, NY On-Site

The Manager, Field Service leads, oversees the operation of the OGP Services Field Service Team. The primary mission is to provide industry-leading field service for the installation, calibration, repair, and maintenance of new and existing OGP products. This is to be accomplished through effective service delivery in a manner that is safe, consistent, and efficient while maximizing utilization, improving documentation quality, and customer satisfaction.

The Manager acts as the primary change agent, translating leadership intent into effective field execution while representing the voice of the field in leadership decisions. This role also ensures that field service is compliant with ISO 17025 standards.

• Lead daily field service execution to meet quality, safety, documentation, and responsive communication standards.
• Partner with Service Coordination to align demand, skills, and geography, sustaining ~80% technician utilization across travel, onsite, and remote work.
• Ensure technician readiness for service calls and proactively address utilization gaps through structured non-field work.
• Define and maintain customer, regional, and competency coverage strategies, including backup coverage for critical needs.
• Identify and mitigate coverage risks through cross-training, resource planning, and utilization balancing.
• Maintain a technical skills matrix to guide utilization, training, promotion, succession planning, and long-term workforce resilience.

• Own and assign all non-field technician work, including documentation review, administrative cleanup, audits, and remote support.
• Ensure non-field tasks are structured, tracked, skill-aligned, and development-focused.
• Drive improvements in documentation quality and eliminate idle time during low field demand.

• Provide operational leadership during complex or high-impact service events.
• Partner with the Escalation Coordinator and senior technical resources as required to reduce equipment downtime and improve customer satisfaction.
• Coach technicians through challenging situations and escalating risks to management with context and recommendations.

• Directly manage assigned Field Service Engineers, including non-employee contractors.
• Conduct regular one-on-ones, ride-a-longs, and structured coaching.
• Reinforce total call execution, safety, consistent troubleshooting strategies, and professional customer interactions.
• Lead the adoption of new tools, systems, processes, policies, and metrics.
• Manage resistance to change and reinforce standard work through coaching and accountability.
• Act as the change agent between leadership strategy and field execution.
• Represent field execution in leadership discussions and decision-making.
• Regularly review individuals’ information on utilization, customer satisfaction trends, documentation quality impact, escalations, coverage risks, and career planning.
• Tie customer satisfaction outcomes directly to technician behavior and service quality.

• Partner with the Business Systems Analyst to make recommendations on service systems changes and ensure data accuracy across CRM, FSM, and ERP systems.
• Partner with the Business Systems Analyst to improve workflows, metrics, and dashboards.
• Drive continuous improvement through identification of recurring issues and structured problem-solving.

• Serve as safety leader for the Field Service team.
• Ensure required training, certifications, incident reporting, and regulatory compliance.
• Enforce adherence to service policies, administrative standards, and total call expectations.

• Minimum of an associate’s degree in engineering, technology, physics, or a related field and 5 years’ experience in technical support, service technician lead, or similar customer-facing technical roles, or equivalent combination of education and experience.
• Proven leadership experience managing field or technical service teams, including delegation, performance management, coaching, and conflict resolution.
• Strong background in field execution, utilization management, installed-base ownership, escalation support, safety leadership, and customer-facing service delivery.
• Demonstrated ability to lead distributed teams, drive change, and influence cross-functional partners.
• Experience with CRM, field service management, ticketing systems, and data-driven performance metrics.
• Strong interpersonal, communication, and emotional intelligence skills with the ability to remain customer-focused and effective in high-pressure situations.
• Excellent analytical, troubleshooting, and problem-solving capabilities.
• Strong…