Field Service Engineer Lead

Reasors Food Stores; Dublin (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Reasors Food Stores is seeking a Field Service Lead to oversee its Field Service team, drive service excellence, and support growth initiatives. You will lead daily operations, coordinate resources, and ensure safe, high-quality service delivery for customers.

The role requires 5–10 years in industrial automation or field service, with strong leadership and communication skills. You will mentor technicians, manage schedules, and collaborate with cross-functional teams to achieve objectives.

Qualifications

• Bachelor's degree preferred or equivalent
• 5-10 years in industrial automation or field service
• Strong leadership and communication skills
• Proven track record delivering service improvements

Responsibilities

• Lead and manage day-to-day field service operations and ensure safe, high-quality delivery
• Coordinate schedules, technician assignments, and resource allocation
• Monitor service requests, emergency calls, and preventive maintenance programs
• Ensure compliance with safety standards and company requirements
• Develop and coach field service technicians and coordinators
• Collaborate with Engineering, Sales, and Operations for service excellence

Skills

Leadership

Communication

Problem-solving

Time management

Education

Bachelor's degree in Engineering or related field

Tools

Field service management software

ERP/CRM systems

Job description

Are you a highly skilled and capable Field Service Engineer looking to grow your responsibilities and take the next step in your career? We are looking for a Field Service Engineer Lead to take on leadership responsibilities, grow a team of skilled Field Service Engineers, and help the business unit grow.

The Field Service Lead is responsible for leading and managing the daily operations of the Field Service team to ensure safe, efficient, and high-quality service delivery for customers. This role oversees field service technicians, service scheduling, resource planning, customer satisfaction, and operational performance. The Field Service Manager works closely with Engineering, Project Management, Sales, Human Resources and Operations teams to support customer needs, drive service excellence, and achieve departmental objectives.

The Field Service Manager also plays a critical role in attracting top talent, building and developing a high-performing service team, and ensuring the organization has the skills and capacity needed to support growth. This includes workforce planning, skills development, and fostering a culture of accountability, safety, and continuous improvement.

Core Responsibilities:

Field Service Operations

• Lead and manage day-to-day field service operations, ensuring timely and effective delivery of automation, controls, and technical support services.
• Coordinate service schedules, technician assignments, and resource allocation to maximize productivity and customer responsiveness.
• Monitor service requests, project support activities, emergency service calls, and preventive maintenance programs.
• Ensure field service work is completed safely, efficiently, and in accordance with company standards and customer requirements.
• Manage service backlog and prioritize resources to meet customer commitments.

Customer Service & Relationship Management

• Serve as the primary escalation point for customer service issues and field service concerns.
• Develop and maintain strong customer relationships through responsive communication and effective
• Collaborate with Sales and Account Managers to support customer retention and identify opportunities for additional service offerings.
• Monitor customer satisfaction metrics and implement corrective actions when necessary.
• Lead, coach, and develop field service technicians and service coordinators.
• Conduct performance evaluations, establish development plans, and provide ongoing mentoring.
• Support recruiting, onboarding, training, and retention of field service personnel.
• Promote a culture of accountability, teamwork, continuous improvement, and customer focus.
• Ensure technicians maintain required technical certifications and training.

Operational Performance

• Monitor and manage key service performance metrics including technician utilization, response time, service quality, backlog, and customer satisfaction.
• Drive continuous improvement initiatives to improve service efficiency and operational effectiveness.
• Develop and implement standard operating procedures and best practices for field service activities.
• Analyze service performance data and implement actions to improve productivity and resource utilization.

Safety & Compliance

• Promote and enforce a strong safety culture across all field service activities.
• Ensure compliance with company policies, customer requirements, and applicable regulatory standards.
• Conduct safety reviews, incident investigations, and corrective action initiatives as needed.
• Support quality assurance programs and continuous improvement efforts.

Cross-Functional Collaboration

• Partner with Engineering, Project Management, Manufacturing, and Sales teams to coordinate customer support activities.
• Participate in project planning and startup activities requiring field service involvement.
• Provide operational updates and performance reporting to leadership.
• Support service-related process improvements across the Automation Division.

Qualifications:

Education

• Bachelor's degree in Engineering, Industrial Technology, Automation, Business Management, or a related field preferred.
• Equivalent combination of technical education and field service leadership experience will be considered.

Experience

• 5-10 years of experience in industrial automation, controls, manufacturing, field service, or a related technical environment.
• Demonstrated success improving service delivery performance and customer satisfaction.
• Strong understanding of industrial automation systems and field service best practices.

Technical Knowledge

• Knowledge of PLC, HMI, SCADA, industrial networking, motion control, robotics, and related automation technologies.
• Understanding of troubleshooting methodologies and service delivery processes.
• Experience with service management software, ERP systems, CRM platforms, and reporting tools.
• Ability to interpret technical drawings, electrical schematics, and control system documentation.

Desired Soft Skills

• Strong leadership and coaching abilities.
• Excellent communication and interpersonal skills.
• Effective problem-solving and decision-making capabilities.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Conflict resolution and team-building skills
• High level of accountability and ownership.
• Adaptability and flexibility in changing business conditions.

Key Performance Indicators (KPIs)

• Customer satisfaction scores