Field Service Manager

Recruitment Partners; Alberta; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading company in Alberta is seeking a Field Service Manager to oversee the Field Service division. This role involves managing staff, ensuring customer satisfaction, and providing technical support. The ideal candidate will have extensive experience in field repair coordination, particularly with large reciprocating compressors, and possess strong leadership and negotiation skills.

Qualifications

• Over 10 years of experience in field repair coordination.
• Experience with large reciprocating compressors in refinery or petrochemical industries.
• Proven track record in service contract negotiations.

Responsibilities

• Lead the Field Service division and provide technical support.
• Manage financial goals and coordinate Field Service activities.
• Train and mentor Field Service Representatives.

Skills

Presentation skills

Negotiation skills

Technical support

Education

Mechanical Engineering degree

Certified Millwright

Job description

Our client is searching for a Field Service Manager to join their team. This role will be responsible for leading the Field Service division and providing world-class service to customers. A successful candidate will offer technical support to achieve the highest customer satisfaction. This role reports directly to the Director of Operations.

Your success will be defined by your ability to :

1. Select, prepare, and train Field Service Representatives to maximize customer satisfaction.
2. Coordinate, execute, and complete all Field Service jobs.
3. Manage all financial goals and targets for Field Service.
4. Schedule Field Service activities based on customer needs using the CRM system.
5. Support and guide Field Service staff to ensure timely and quality service.
6. Address inquiries, resolve issues, and gather customer feedback proactively.
7. Promote a positive, growth-oriented work environment to enhance employee engagement and teamwork.
8. Foster a culture of accountability aligned with company values of inclusivity.
9. Manage performance of direct reports through training on SOPs, safety, and quality standards.
10. Conduct performance reviews, set goals, and participate in succession planning.
11. Assist in performance management and disciplinary actions as needed, with HR support.
12. Approve time-off requests and oversee attendance records.
13. Contribute to developing performance metrics supporting strategic goals.
14. Train and mentor team members for growth and retention.
15. Provide technical customer support to optimize product performance and satisfaction.
16. Offer emergency technical assistance via phone or onsite, including root cause analysis and solutions.
17. Serve as the main technical communication link with Canada and other company entities.
18. Follow up on major service orders to meet customer commitments.
19. Ensure customer satisfaction through follow-up and service report review.
20. Maintain CRM system updates with customer contacts and technical reports.
21. Coordinate and track training for Field Service Representatives.
22. Define and work towards Field Service targets with the Service Manager.
23. Collaborate with Sales Managers to set and support individual and team targets.
24. Support sales opportunities and resource planning for successful outcomes.
25. Prepare for weekly meetings with updates on pipeline, actions, and issues.
26. Manage emergency service lines as required.
27. Identify performance gaps and escalate issues accordingly.
28. Review progress and plans quarterly with the Director of Operations.

Your strengths include :

• Certified Millwright, Mechanical Engineering degree, or related experience.
• Over 10 years of experience in field repair coordination, particularly with large reciprocating compressors in refinery, petrochemical, or gas industries.
• Experience with reciprocating compressors of industrial gases and related mechanical or chemical engineering knowledge.
• Proven track record in mechanical field service coordination and service contract negotiations.
• Knowledge of ROI calculations and justifications.
• Strong presentation and negotiation skills.
• Existing network of contractor specialists, Millwrights, and Apprentices.

If interested and qualified, please click the “Apply” button to send your resume to Jason Dick, Bobi-Jo Dowling, Andre Donado, and Olga Borisova.

Recruitment Partners Inc. is an Alberta-based recruitment firm dedicated to building long-term relationships and securing top talent for Alberta’s leading employers, using a collaborative and consultative approach.