Field Service Manager

SKIDATA; Burlingame (CA); On-site; USD 110,000 - 170,000; Full time

Job summary

SKIDATA is seeking a Field Service Manager to lead a team of technicians and engineers in the San Francisco Bay Area. You will oversee account management strategies, resource allocation, and cross-department collaboration to deliver exceptional customer service.

You will supervise day-to-day operations, develop performance metrics, and drive profitability while ensuring safety and compliance across field service activities.

Qualifications

• Must be at least 21 years old with a valid driver's license; travel to remote offices as needed.
• Demonstrated technical proficiency and ability to quickly grasp SKIDATA products, software, and services.
• Effective communication and collaboration with all staff levels; cross-functional teamwork.
• Demonstrated capacity to exercise sound independent judgment aligned with business needs.
• Proficiency in interpreting company data and reports to drive operational efficiencies.
• 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.
• Strong analytical skills to troubleshoot and develop solutions.
• Adaptability to a dynamic, fast-paced environment; maintain composure.
• Excellent organizational and interpersonal skills; communicate with executives.

Responsibilities

• Coordinate and schedule service technicians to ensure timely tasks.
• Monitor budgeting, forecasting, and cost control for service operations.
• Lead and develop a team of service technicians; conduct evaluations.
• Collaborate with sales, operations, and customer service to maintain account health.
• Establish and monitor service quality benchmarks; improve profitability.
• Review KPIs, track performance, and implement improvements.
• Ensure compliance with company policies and safety regulations.
• Visit customers to review service performance and system status.
• Grow contracted service coverage and margins.
• Report financial results and service profitability to regional leadership.

Skills

Communication

Team leadership

Analytical skills

Cross-functional collaboration

Decision making

Data interpretation

Software proficiency

Adaptability

Problem solving

Organizational skills

Autonomous work

Education

Bachelor's degree in Business Management or Business Administration

High School Diploma or equivalent with 5+ years field/service management experience

Tools

SKIDATA software

Job description

Job Title: Field Service Manager

Location: San Francisco Bay Area

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

• 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.

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