Field Service Manager

Slane Co.; Garner (NC); On-site; USD 95,000 - 130,000; Full time

Job summary

Slane Co. seeks an experienced Field Service Manager III, Electric Power Generation, to lead a critical field service operation based in Garner, North Carolina. This hands-on leadership role emphasizes people leadership, service execution, and customer relationships.

You will manage technicians and frontline supervisors, drive productivity, monitor performance, and ensure service profitability in a revenue-generating environment.

Qualifications

• Significant experience managing field service operations in power generation or related technical environments.
• Experience leading technicians and frontline service leaders in customer-facing, revenue-driven operations.
• Strong understanding of field service execution, productivity, and customer service.
• Proven leadership and performance management capabilities.
• Solid financial and business acumen with ability to drive profitability.

Responsibilities

• Lead day-to-day field service operations across supervisors and technicians.
• Mentor frontline supervisors on performance, development, and accountability.
• Drive technician productivity, service quality, customer satisfaction, and consistency.
• Partner with Service Operations Manager on day-to-day execution and strategic initiatives.
• Manage customer-facing service activity including repairs, approvals, issue resolution, and escalations.
• Monitor financial and operational performance and inform decisions with data.
• Support warranty, maintenance contracts, work orders, invoicing, and profitability.

Job description

Slane Co. is partnering with a well-established equipment organization to identify an experienced Field Service Manager III, Electric Power Generation (EPG) to lead a critical field service operation based in Garner, North Carolina.

This is a hands-on leadership role for someone who understands how to run a high-performing field service organization, manage technicians and frontline leaders, maintain strong customer relationships, and drive operational and financial performance.

The ideal candidate will bring meaningful experience leading field service operations in a revenue-generating environment, with a strong understanding of technicians, customers, service execution, and the day-to-day demands of a large field organization.

What You’ll Do

• Lead day-to-day field service operations across supervisors and service technicians.
• Provide leadership and support to frontline service supervisors as they manage performance, development, and accountability within their teams.
• Drive technician productivity, service quality, customer satisfaction, and operational consistency.
• Partner closely with the Service Operations Manager, owning the day-to-day execution of the business while supporting broader strategic initiatives.
• Manage customer-facing service activity, including repair communication, approvals, issue resolution, and escalations.
• Monitor operational and financial performance and use business data to inform decisions and improve results.
• Support warranty administration, maintenance contract execution, work order accuracy, invoicing, and service profitability.
• Help lead the team through evolving Caterpillar metrics, processes, and operational expectations.
• Identify opportunities to improve processes, strengthen accountability, and build a more disciplined field service organization.

What We’re Looking For

• Significant experience managing field service operations, ideally within power generation, engines, diesel, industrial service, heavy equipment or a similar technical environment.
• Experience leading technicians and other frontline service leaders in a customer-facing, revenue-driven operation.
• Strong understanding of field service execution, technician productivity, customer service, and operational performance.
• Proven leadership and performance management capabilities.
• Solid financial and business acumen, with the ability to understand service performance and make sound operational decisions.
• Ability to stay close to the day-to-day operation while also supporting larger organizational priorities.
• Strong communication skills and the ability to work effectively across technicians, supervisors, customers, and senior leadership.

Preferred Background

• Experience with power generation, engines, or closely related technical service environments.
• Caterpillar or equipment-dealer experience is highly beneficial.
• Experience with warranty programs, maintenance contracts, service scheduling, work orders, and service profitability.
• Prior experience in an organization with a sizable field technician population.

The Opportunity

This is a highly visible leadership role within a critical service operation. The organization is looking for someone who can bring structure, accountability, operational discipline, and strong people leadership while remaining deeply engaged in the day-to-day business.

The right person will be comfortable being the "wheels on the bus" operational leader: close to the technicians, supporting supervisors, solving problems quickly, and helping the broader service organization perform at a higher level.