Field Service Manager

Prosource; Huntington (WV); On-site; USD 70,000 - 110,000; Full time

Job summary

Prosource in Huntington, WV seeks a Field Service Manager to lead a team of technicians, drive exceptional customer service, and oversee daily field operations.

You will mentor staff, optimize service delivery, manage SLAs, and build client relationships while improving operational efficiency and profitability. The role combines leadership, technical oversight, and strategic planning to grow service capabilities.

Qualifications

• 5+ years of leadership experience supervising technical service teams.
• 4+ years of hands-on technical service experience in electronics, networking, or related fields.
• Proven ability to lead, coach, and develop field service technicians.
• Strong customer relationship management and conflict-resolution skills.
• Experience managing service schedules, workloads and customer priorities.
• Ability to analyze operational metrics and drive improvements.
• Excellent verbal and written communication with customers and leadership.
• Strong organizational, problem-solving and decision-making abilities.
• Proficiency with Microsoft Office and service-management tools.

Responsibilities

• Lead and mentor a team of field service technicians.
• Develop and implement training and skill development programs.
• Assign service calls and optimize resource coverage.
• Provide technical guidance and on-site/remote support.
• Ensure timely service delivery and manage SLAs.
• Build strong client relationships and address escalations promptly.
• Create SOPs and improve field service efficiency.
• Track KPIs, produce performance reports, and drive corrective actions.

Skills

Leadership & Team Development

Customer Focus

Operational Excellence

Technical Troubleshooting

Strategic Planning

Communication & Collaboration

Decision Making

Negotiation & Conflict Resolution

Process Improvement

Performance Management

Education

Bachelor's degree

Associate’s degree

Tools

MS Office

Service management software

Job description

Description

Prosource, the Midwest region’s leading business technology solutions provider, has been awarded a Top Workplaces honor by The Enquirer from 2020-2025. The list is based on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC.

We are seeking an experienced Field Service Manager to lead a team of technicians, drive exceptional customer service, and oversee daily field operations. This role combines leadership, operational management, customer relationship building, and technical oversight. The successful candidate will play a key role in developing talent, improving service performance, and ensuring customers receive timely, high-quality support.

This is an excellent opportunity for a service leader who enjoys mentoring teams, solving complex operational challenges, and making a direct impact on customer satisfaction and business growth.

Requirements

Team Management:

• Recruit and supervise a team of field service technicians.
• Establish and implement a training strategy that includes skill development programs to meet employee needs and development.? ?
• Assign and schedule service calls, ensuring proper coverage and efficient use of resources.
• Provide guidance and support to technicians, including technical assistance and problem-solving.

Service Delivery:

• Ensure timely and effective service delivery
• Monitor service requests, prioritize tasks, and manage service level agreements (SLAs).
• Troubleshoot complex technical issues, both remotely and on-site, and provide solutions to minimize downtime.

Customer Relationship Management:

• Build and maintain strong relationships with clients by understanding their needs and providing excellent customer service.
• Address customer inquiries, concerns, and escalations promptly and professionally.
• Implement improvement strategies based on customer feedback.

Operational Efficiency:

• Develop and implement standard operating procedures (SOPs) for field service operations, ensuring consistent and efficient processes.
• Optimize resource allocation, inventory management, and equipment utilization to maximize productivity and profitability.
• Collaborate with internal teams to streamline operations and improve service quality.

Performance Monitoring and Reporting:

• Track key performance indicators (KPIs) and metrics related to service delivery, technician productivity, and customer satisfaction.
• Generate regular reports on operational performance, identify trends, and propose corrective actions as needed.
• Conduct performance evaluations of field service technicians, providing feedback and implementing training or development plans.

Key Competencies

• Leadership & Team Development
• Customer Focus
• Operational Excellence
• Technical Troubleshooting
• Strategic Planning
• Communication & Collaboration
• Decision Making
• Negotiation & Conflict Resolution
• Process Improvement
• Performance Management

Required Qualifications

• 5+ years of leadership experience supervising technical service, field service, maintenance, or engineering teams.
• 4+ years of hands‑on technical service experience, preferably within electronics, networking, communications, or related industries.
• Proven ability to lead, coach, and develop field service technicians.
• Strong customer relationship management and conflict‑resolution skills.
• Experience managing service schedules, technician workloads, and customer priorities.
• Demonstrated ability to analyze operational metrics and implement process improvements.
• Effective verbal and written communication skills with the ability to interact professionally with customers, employees, and leadership.
• Strong organizational, problem‑solving, and decision‑making abilities.
• Proficiency with Microsoft Office and service management software.

Preferred Qualifications

• Associate’s or Bachelor’s degree in Electronics, Engineering Technology, Business Management, or a related field.
• Experience managing service operations, service financials, KPIs, and performance metrics.
• Knowledge of IT networking, telecommunications, security systems, or related technical environments.
• Experience developing training programs and employee development plans.
• Experience with inventory management, resource planning, and service process optimization.

Toughest Part of Job

• Resolving scheduling conflicts with quick decisions for various changes.