Customer and Field Service Manager

Cognizant; Augusta (ME); Remote; USD 119,000 - 140,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant Technology Solutions Corporation is seeking a Customer and Field Service Manager to lead CSM and FSM capabilities in North America. The role focuses on architecture-level delivery support, escalating resolutions, and owning the capability roadmap, with collaboration across Delivery and Academy teams.

The position allocates significant time to billable delivery and upskilling, with remote work flexibility and a strong emphasis on industry workflows for FSI and HLS.

Qualifications

• Must have CIS-CSM certification.
• CIS-FSM certification or hands-on FSM delivery experience preferred.
• Experience with FSI/HLS industry workflows is a plus.

Responsibilities

• Provide architecture-level support for complex CSM/FSM implementations and resolve priority 1 and 2 escalations within SLAs.
• Own the CSM/FSM capability roadmap and represent it in quarterly customer roadmap reviews.
• Develop reusable solution assets, including industry starter kits for CSM and FSM.
• Lead solution architecture for RFPs and establish delivery and QA standards.
• Partner with Academy to deliver CSM/FSM upskilling.

Skills

CIS-CSM certification

Job description

Customer and Field Service Manager

About the role

As a Customer and Field Service Manager you will lead Cognizant’s Customer Service Management (CSM) and Field Service Management (FSM) capabilities in North America, including industry-specific workflows for FSI and HLS. You will combine architecture-level delivery support and escalation resolution with ownership of the capability roadmap and reusable solution assets, strengthening FSM capability beyond its current Developing-tier rating. You will collaborate with Delivery and Academy teams to support complex implementations and build technical capability.

In this role, you will:

• Provide architecture-level support for complex CSM/FSM implementations, including FSI and HLS configurations, and partner with Delivery to resolve priority 1 and priority 2 escalations within service-level agreements.
• Own the CSM/FSM capability roadmap and represent it in quarterly customer roadmap reviews.
• Develop reusable solution assets, including the CSM industry starter kit for Q4 FY26 and the FSM field-service starter kit for Q2 FY27.
• Lead solution architecture for CSM/FSM-led requests for proposals (RFPs) and establish delivery and quality assurance standards.
• Partner with Academy to deliver CSM/FSM upskilling, prioritizing FSM capability development.

The role allocates at least 60% of capacity to billable delivery, escalation support, and Academy-partnered upskilling, and no more than 40% to core Center of Excellence (CoE) responsibilities.

Work model

Remote

What you need to have to be considered

• Current CIS-CSM certification.

These will help you stand out

• Current CIS-FSM certification or strong hands-on FSM delivery experience.
• Exposure to industry workflows in FSI and/or HLS.

Salary and other compensation

Applications will be accepted through November 30, 2026.

The annual salary for this position is $119,000–$139,500, depending on the successful candidate’s experience and other qualifications.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance

• Paid holidays plus Paid Time Off

• 401(k) plan and contributions

• Long-term/Short-term Disability

• Paid Parental Leave

• Employee Stock Purchase Plan

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.