Field Service Manager

Usherwood Office Technology; Agawam (MA); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Company vehicle

Cell phone

Full benefits

Paid time off

Training programs

Career advancement

Job summary

Usherwood Office Technology in Agawam, MA is seeking an experienced Field Service Manager to lead a growing team of technicians delivering installation, maintenance, and repair of office technology across eastern NY and New England.

You will mentor staff, monitor performance metrics, hire and onboard new technicians, and coordinate with sales, administration, and warehouse teams to ensure top-quality service and compliance with safety standards.

Qualifications

• 5+ years leading field service teams in office technology or imaging.
• Proven track record of managing field technicians.
• Strong technical knowledge of copiers, printers, MFPs, and connectivity.
• Excellent customer service and conflict-resolution skills.
• Valid driver’s license and clean driving record.
• Ability to pass background check and drug screening.

Responsibilities

• Lead and mentor a team of field service technicians.
• Monitor performance metrics and drive customer satisfaction.
• Hire onboarding and develop new technicians.
• Conduct performance reviews and coaching sessions.
• Manage parts inventory, fleet, and tools.
• Escalate complex technical or customer issues.
• Collaborate with sales, administration, and warehouse teams.
• Ensure safety standards and manufacturer certifications.

Skills

Leadership

Field service

Customer service

Microsoft Office

CRM software

Tools

CRM software

ERP systems

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Field Service Manager

Agawam, MA, US

3 days ago Requisition ID: 1184

Salary Range: $75,000.00 To $85,000.00 Annually

Usherwood Office Technology is a proud family-owned business with a rich legacy of delivering innovative office technology solutions, including managed IT services, print management, and cutting-edge office equipment. For decades, we have fostered a warm collaborative environment where our employees thrive, building meaningful relationships with teammates who share a passion for excellence and client success. At Usherwood, we are dedicated to empowering our clients and each other. With real opportunities for professional growth and career advancement, you'll work alongside supportive colleagues who make everyday rewarding.

We are seeking an experienced Field Service Manager to lead and grow our team of Service Technicians responsible for installing, maintaining, and repairing office technology equipment (primarily copiers, printers, and multifunction devices) across eastern New York State and New England.

You will be the bridge between our customers, technicians, and our internal senior leadership team, ensuring the highest levels of service quality, technician productivity, and customer satisfaction.

Key Responsibilities

• Lead, mentor, and manage a team of field service technicians
• Monitor technician performance metrics (first-time fix rate, response time, callback rate, productivity, etc.) and deliver best-in-class customer satisfaction
• Hire, onboard, and develop new technicians
• Conduct regular performance reviews, coaching sessions, and ride-alongs
• Manage parts inventory, vehicle fleet, and technician tools
• Act as the escalation point for complex technical or customer issues
• Collaborate with sales, administration, and warehouse teams to ensure seamless operations
• Ensure compliance with safety standards, manufacturer certifications, and company policies

Qualifications & Requirements

• 5+ years of experience in field service, preferably in a leadership role, within the office technology, copier/printer, or imaging industry
• Proven track record of managing a team of field technicians
• Strong technical knowledge of copiers, printers, MFPs, and connectivity (Canon HP, Xerox, etc. a plus)
• Excellent customer service and conflict-resolution skills
• Strong organizational, analytical, and problem-solving abilities
• Proficient in Microsoft Office Suite; experience with CRM and ERP systems a plus
• Valid driver’s license and clean driving record
• Ability to pass background check and drug screening

Preferred (Not Required)

• Experience with managed print services (MPS) and IT integration

What We Offer

• Competitive base salary + quarterly bonus (Base pay: 75K-85K)
• Company vehicle / cell phone and equipment
• Full benefits package (medical, dental, vision, life and 401(k) with match)
• Generous Paid time off + holidays
• Ongoing training and manufacturer certification support
• Opportunity for advancement into regional or director-level roles

“Our growth is mirrored by the quality of people we have invested in.” – Louis F. Usherwood, CEO

Usherwood Office Technology is an Equal Opportunity Employer.