Field Service Manager

DOCUmation

Spring (TX)

On-site

USD 65,000 - 100,000

Full time

14 days+

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Benefits offered by this job

PTO

Parental leave

Tuition reimbursement

Quarterly bonuses

Paid holidays

401(k) with employer match

Employee assistance fund

VTO

Pre‑paid legal coverage

FSA and HSA options

Job summary

DOCUmation in Houston, TX is seeking a Field Service Manager to lead all field service operations at the branch. You will drive service quality, workforce planning, and performance management to meet operational and financial targets.

The role collaborates with cross‑functional teams to align with the company’s mission and strategic goals, while coaching technicians and optimizing field workflows for customer satisfaction.

Qualifications

Five (5) or more years of experience servicing office technology, copier, or related equipment.
Experience leading, supervising, or mentoring technical service personnel.
Strong working knowledge of office technology products and equipment.
Excellent verbal and written communication skills.
Strong analytical, problem-solving, and decision-making abilities.
Proficiency with computers and standard business software, including accurate data entry and documentation.
Valid driver’s license and driving record that meets company requirements.

Responsibilities

Supervise and support Field Service Technicians.
Provide ongoing coaching, performance feedback, and conduct performance and compensation reviews.
Lead regular team meetings to communicate priorities, improve performance, and address operational issues.
Evaluate staffing needs and allocate resources based on workload and productivity.
Respond to customer and internal service-related inquiries and resolve escalated issues.
Review and approve employee timecards, attendance records, and expense reimbursements for payroll processing.
Coordinate shop workflow by assigning equipment repairs to meet service and delivery commitments.
Manage loaner equipment inventory and utilization.
Monitor technician productivity, travel activity, and service metrics.
Analyze department performance, service profitability, and operational metrics to drive continuous improvement.
Achieve departmental financial and operational performance goals.

Skills

Leadership experience

Customer service

Communication skills

Analytical thinking

Data entry accuracy

Driver's license

Education

High school diploma or equivalent

Associate degree in Electronics or related technical field (preferred)

Job description

Company Overview

DOCUmation is a privately‑held technology solutions company that provides IT, print, and software‑managed services to businesses and other organizations through Texas. Headquartered in San Antonio, TX, our company has been serving customers for more than 30 years.

Job Details

Position: Field Service Manager

Department: Service

Reports To: VP of Service

Salary Grade: DOE

FLSA Status: Salary / Exempt

Location: Houston

Description

The Service Manager is responsible for leading all field service operations within the assigned branch to deliver exceptional customer service, achieve operational and financial objectives, and develop a high‑performing team. This role oversees service quality, workforce planning, employee performance, and operational efficiency while using data and key performance metrics to drive continuous improvement. The Service Manager partners with cross‑functional teams to support company initiatives and ensure alignment with the organization’s mission, values, and strategic goals.

Responsibilities

Supervise and support Field Service Technicians.
Provide ongoing coaching, performance feedback, and conduct performance and compensation reviews.
Lead regular team meetings to communicate priorities, improve performance, and address operational issues.
Evaluate staffing needs and allocate resources based on workload and productivity.
Respond to customer and internal service‑related inquiries and resolve escalated issues.
Review and approve employee timecards, attendance records, and expense reimbursements for payroll processing.
Coordinate shop workflow by assigning equipment repairs to meet service and delivery commitments.
Manage loaner equipment inventory and utilization.
Monitor technician productivity, travel activity, and service metrics.
Analyze department performance, service profitability, and operational metrics to drive continuous improvement.
Achieve departmental financial and operational performance goals.

Experience & Required Skills

Five (5) or more years of experience servicing office technology, copier, or related equipment.
Previous experience leading, supervising, or mentoring technical service personnel.
Strong working knowledge of office technology products and equipment supported by the company.
Excellent verbal and written communication skills.
Strong analytical, problem‑solving, and decision‑making abilities.
Proficiency with computers and standard business software, including accurate data entry and documentation.
Valid driver’s license and driving record that meets company requirements.
Ability to communicate effectively with customers, coworkers, and vendors in person, by phone, and electronically.

Education & Certification

High school diploma or equivalent required.
Associate degree in Electronics or a related technical field preferred, or an equivalent combination of education, training, and relevant work experience.

Physical Requirements

Ability to safely lift, carry, and move equipment, parts, and supplies weighing up to 50 pounds.
Ability to perform the physical duties of the position, including moving, positioning, and servicing equipment, which may require bending, kneeling, crouching, reaching, pushing, pulling, and working in confined spaces.

Benefits