Field Service Manager

SKIDATA AG; Burlingame (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

SKIDATA AG in California is seeking a Field Service Manager to lead a team of service technicians, system engineers, and project staff. You will manage scheduling, budgeting, and KPIs while ensuring top-tier customer service and cross-department collaboration.

This full-time role reports to the Regional Operations Manager and requires strong leadership, technical acumen, and travel to remote offices as needed to support Northern California clients.

Qualifications

• Bachelor's degree in Business Management or Business Administration preferred.
• At least 5 years of relevant service or sales management experience.
• Valid driver's license with ability to travel to remote offices.
• Strong leadership, communication, and cross-functional collaboration skills.
• Analytical and data-driven with KPI and financial oversight.

Responsibilities

• Coordinate scheduling of service technicians and oversee maintenance tasks.
• Monitor budgeting, forecasting, and cost control for service operations.
• Lead and develop a team of field staff and provide performance evaluations.
• Collaborate with sales, operations, and customer service to maintain exemplary customer accounts.
• Establish service standards, monitor KPIs, and drive process improvements.
• Ensure compliance with safety policies and company procedures.
• Prepare and review financial results and service profitability with leadership.
• Travel as required to client sites.

Skills

Leadership

People management

Communication

Analytical skills

Cross-functional collaboration

Travel readiness

Education

Bachelor's degree in Business Management or Business Administration

Job description

Innovative solutions on the pulse of time, a dynamic and progressive working environment, versatile opportunities - this is the world of SKIDATA. Become part of our strong, international team now and shape the future of modern access systems with your ideas and know-how.

Worldwide careers

Training and development

Field Service Manager

Job Title: Field Service Manager

Coverage Area: Northern California

Department: Field Service
Reports To: Regional Operations Manager

FLSA Status: Exempt
SUMMARY: The Field Service Manager (FSM) is a full-time leadership position with primary responsibility for overseeing account management strategy, resource allocation, people management, and cross-departmental collaboration to ensure the delivery of exceptional customer service. The FSM provides day-to-day supervision of a team comprising Service Technicians, System Engineers, and Project employees, fostering consistent teamwork and coordination. Key duties include addressing inquiries and escalations, establishing and monitoring service quality benchmarks, streamlining field service operations, conducting performance assessments, and working closely with other departments to enhance overall service quality and customer satisfaction. In addition, the FSM is tasked with establishing and tracking key performance indicators (KPIs), analyzing financial performance, controlling costs, and implementing initiatives to enhance profitability and operational effectiveness.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Coordinate and schedule service technicians to ensure maintenance and service tasks are completed in a timely manner.
• Monitor and manage financial aspects of service operations, including budgeting, forecasting, and cost control.
• Lead and develop a team of service technicians, providing guidance, training, and performance evaluations.
• Collaborate with other departments such as sales, operations, and customer service to ensure customer accounts are in exceptional standing.
• Implement and maintain service standards to meet customer expectations and company objectives.
• Monitor and analyze service performance metrics to identify areas for improvement and implement necessary changes.
• Ensure compliance with company policies, procedures, and safety regulations in all service operations.
• Work with our centralized customer support and technical support to deliver the agreed service performance to our customers.
• Handle customer complaints, questions, and concerns.
• Visit customers for service performance and system status review.
• Position modernizations within the installed customer base.
• Coordinate training and development of the service team.
• Responsible for annual review of team members.
• Review processes for continuous improvements.
• Improve service contracts coverage and margin.
• Reports financial results and service profitability to Regional Operations Manager and executive team as needed.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES: This position has supervisory responsibilities directing service technicians, system engineers, and system experts in their daily tasks. The FSM is expected to lead by example, by outwardly & actively displaying SKIDATA’s core values; care, commitment, courage, and curiosity.

QUALIFICATIONS: This is an experienced level position within the Field Service department.The FSM is expected to perform above satisfactory levels; to perform this job successfully, an individual must be able to execute the essential duties and responsibilities as described above, and must possess the following knowledge, skills, and/or abilities:

• Must be at least 21 years old and possess a valid driver's license with a clean driving record; ability to travel to remote offices for field work as required.
• Demonstrated technical proficiency and ability to quickly grasp knowledge of company products, software, and services.
• Effective communication and collaboration skills with all levels of staff, and ability to work cross-functionally to achieve daily objectives.
• Demonstrated capacity to exercise sound independent judgment aligned with business needs and organizational culture.
• Proficiency in interpreting company data and reports to drive operational efficiencies and implement strategic improvements.
• Rapid acquisition and adept utilization of SKIDATA software and other relevant applications.
• Proven ability to efficiently manage and optimize a team of 10 to 15 employees concurrently.
• Strong analytical skills to troubleshoot and resolve issues, as well as develop innovative solutions.
• Adaptability to thrive in a dynamic, fast-paced environment, adjusting priorities as needed while maintaining a composed and professional demeanor.
• Exceptional organizational, interpersonal, and communication skills, with acute attention to detail.
• Demonstrated ability to collaborate effectively with all levels of staff, including executives.
• Capability to work autonomously while providing regular updates on progress.

EDUCATION: – Bachelor Degree in Business Management or Business Administration is preferred. High School Diploma or equivalent and at least 5 years of relevant service / sales management experience in a service orientated market; or an acceptable equivalent combination of education and experience required, preferably in Service/Construction industry.

LANGUAGE SKILLS and TRAVEL: Fluent English essential, other languages (e.g. Spanish/German) is a plus. Domestic travel to sites (25% to 40% depending on customer needs)

CERTIFICATES, LICENSES, REGISTRATIONS: Valid driver's license in state of residence.

Innovative solutions at the cutting edge, a dynamic and forward-thinking work environment, and diverse opportunities – welcome to the world of SKIDATA. Join our strong, international team now and help shape the future of modern access solutions with your creativity and expertise. When you join our SKIDATA team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 62,000 colleagues in more than 70 different countries.