Field Service Manager

Documation, Inc.; The Woodlands (TX); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Generous PTO

Parental leave

Quarterly bonuses

Paid holidays

401(k) plan with employer match

Pre-paid legal coverage

FSA/HSA options

Job summary

DOCUmation is seeking a Field Service Manager to lead all field service operations at the Houston branch, ensuring service quality, financial performance, and strong customer satisfaction.

You will supervise technicians, coach performance, plan staffing, manage timecards, and collaborate with cross-functional teams to drive continuous improvement.

The role requires 5+ years in service of office technology and a valid driver’s license; DOE salary and exempt status apply.

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

Field service mgmt

Customer service

Communication

Data analysis

MS Office

Driver’s license

Education

Associate degree in Electronics

High school diploma

Tools

Office technology knowledge

Job description

Position: Field Service Manager

Department: Service

Reports To: VP of Service

Salary Grade: DOE

FLSA Status: Salary / Exempt

Location: Houston

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.

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

• Generous Paid Time Off (PTO) policy
• Parental and caregiver leave
• Quarterly bonuses for eligible positions
• Paid holidays
• 401(k) plan with employer matchEmployee Assistance Fund
• Pre-paid legal coverage available
• FSA and HSA options

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.