Field Operations Manager

CleanCap Technologies & Services; Conroe (TX); In loco; USD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

CleanCap Technologies & Services is seeking a Field Operations Manager to lead our Field Service organization, overseeing technicians who install, operate, and maintain pollution control and heat treatment systems. The role focuses on building a safe, customer-focused team with strong operational discipline.

The ideal candidate combines technical credibility with strategic leadership, develops staff, owns policies, and drives continuous improvement in service delivery.

Competenze

• Minimum of five years of field service experience with progressive leadership responsibility.
• Experience managing technical personnel and field service operations.

Mansioni

• Lead the Field Service team, including technician performance and accountability.
• Recruit, hire, onboard, and retain Field Service Technicians.
• Develop and oversee training, SOPs, and documentation standards.
• Own the customer experience and ensure proactive communication and issue resolution.

Conoscenze

Leadership

Field service mgmt

Customer relations

P&L management

Operations optimization

Strumenti

CRM software

MS Office

Descrizione del lavoro

CleanCap Technologies & Services is currently seeking a qualified candidate to join our team as a Field Operations Manager and help lead the Field Service organization through its next stage of growth.

As Field Operations Manager, you represent CleanCap and are responsible for leading, managing, and technically supporting our team of Field Service Technicians who assemble, install, commission, operate, maintain, and repair pollution control and heat treatment systems. The primary function of this role is to build and lead a safe, accountable, capable, and customer-focused Field Service team.

As Field Operations Manager, you represent CleanCap and are responsible for leading, managing, and technically supporting our team of Field Service Technicians who assemble, install, commission, operate, maintain, and repair pollution control and heat treatment systems. The primary function of this role is to build and lead a safe, accountable, capable, and customer-focused Field Service team.

The ideal candidate is a decisive, accountable, process-oriented leader with a strong player-coach mentality and experience leading operations in a fast-growing, evolving business. This individual should be comfortable developing technicians, making difficult decisions, creating and owning policies and procedures, clarifying roles as the organization changes, and taking ownership of Field Service results. The successful candidate will combine technical credibility and operational discipline with a commercial, customer-focused mindset. Strong customer-facing experience should support excellent communication, disciplined follow-up, strong customer relationships, sound commercial judgment, and appropriate identification of additional service opportunities.

Key Duties

• Own the Field Service P&L, budget, forecasting, labor productivity, technician utilization, billable-hour performance, service quality, and overall departmental results.
• Report to executive management.
• Direct and manage the Field Service team, including technician performance, accountability, development, productivity, and adherence to company standards.
• Recruit, hire, onboard, and retain qualified Field Service Technicians.
• Develop and oversee continuous technical and professional training for Field Service Technicians.
• Monitor Field Service manpower capacity and technician availability against projected workload and communicate staffing needs or constraints to Project Management.
• Work closely with Project Management to ensure appropriate Field Service resources are available to support project requirements.
• Partner with Project Management, Sales, OEMs, and customers to create clear handoffs, align expectations, resolve issues promptly, and provide consistent technical support.
• Create, own, implement, audit, and continuously improve Field Service policies, procedures, standard operating procedures (SOPs), work instructions, documentation standards, and management routines.
• Define, document, and update Field Service roles, responsibilities, decision rights, workflows, and cross-functional handoffs as the company grows and business needs change.
• Establish and manage Field Service key performance indicators, operating reviews, and corrective-action processes that create visibility and accountability.
• Lead adoption of new policies, procedures, systems, and role expectations through clear communication, training, coaching, and consistent follow-through.
• Own the customer experience as it relates to Field Service performance, including proactive communication, post-service follow-up, issue escalation and closure, and measurement of customer satisfaction.
• Partner with Sales and Project Management on customer follow-up, scope alignment, and qualified service, repair, rental, or technical-support opportunities while maintaining clear departmental ownership.
• Ensure timely and accurate service reports and other required Field Service documentation.
• Provide timely discrepancy reporting and convert Field Service data, technician feedback, and customer feedback into corrective actions and recommendations for improvement.
• Provide leadership and technical support to Field Service Technicians when difficult or escalated technical issues arise.
• Hold technicians accountable for safety, quality, productivity, professionalism, and performance expectations.
• Provide hands-on field and technical support as needed while maintaining primary responsibility for leading and managing the Field Service team.

Additional Responsibilities

• Support scheduled and unscheduled equipment repairs, maintenance, and emergency service requirements.
• Represent CleanCap professionally with employees, customers, vendors, and other business partners.
• Ensure Field Service personnel follow all Health, Safety, and Environmental procedures.
• Support call-out and emergency maintenance requirements when escalation or additional technical support is needed.
• Partner with Project Management and other departments to resolve Field Service issues without assuming ownership of project scope, scheduling, logistics, or overall project management.

Position Requirements

• Must have and maintain a valid Driver's License and a clean driving record.
• Must have and maintain a current Passport and visas as needed.
• Minimum of five years of related field service experience, including progressive leadership responsibility.
• Demonstrated experience successfully managing technical or field service personnel.
• Demonstrated operations leadership experience in a fast-growing or rapidly changing business, with the ability to build structure without slowing execution.
• Experience defining and adjusting roles, responsibilities, workflows, and cross-functional handoffs as an organization scales.
• Strong leadership skills with the ability to hold employees accountable, coach performance, and develop people.
• Ability to make sound decisions and operate independently in a fast-paced, changing environment with incomplete information.
• Strong technical aptitude and the credibility necessary to effectively lead experienced Field Service Technicians.
• Strong organizational, communication, and problem-solving skills.
• Strong customer-facing experience with demonstrated relationship management, disciplined follow-up, issue resolution, and the commercial judgment to identify appropriate service opportunities.
• Working knowledge of P&L management, service margins, labor utilization, capacity planning, and performance reporting.
• Demonstrated ability to create, implement, own, audit, and continuously improve policies, procedures, SOPs, performance measures, and management routines.

Physical Requirements:

• Must be willing to travel extensively throughout project areas and globally as business needs require.
• Must be able to drive and work in inclement weather conditions for extended periods.
• Must be able to fly and otherwise travel domestically and internationally.
• Must be able and willing to work alongside the Field Service team when technical or business needs require.