Field Service Manager: Lead Techs, Dispatch & KPIs

LeoForce; Columbus (OH); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Annual bonus

Leadership role

Job summary

LeoForce in Columbus, OH is seeking an experienced Service Manager to lead field service operations, oversee dispatch and technician performance, and drive safety, productivity, and customer satisfaction. This hands-on role reports to the service leadership and collaborates with technicians, dispatch, and branch teams to maintain efficient service delivery.

The ideal candidate will have leadership experience in field service, expertise in scheduling and KPI tracking, and familiarity with

Qualifications

• Experience leading field service operations.
• Experience managing technicians or skilled trades employees.
• Strong dispatch and scheduling knowledge.
• Customer-facing experience including escalations.
• Knowledge of OSHA requirements and field-service safety practices.
• Experience tracking technician productivity and KPIs.

Responsibilities

• Directly lead, coach, and develop field service technicians.
• Oversee daily service operations, dispatch, scheduling, and technician assignments.
• Monitor technician productivity, utilization, labor hours, and KPIs.
• Ensure service calls are completed safely, efficiently, and to customer expectations.
• Work directly with customers to understand service needs and resolve escalated issues.
• Coordinate emergency and priority service requests.
• Ensure appropriate staffing and technician coverage based on workload.
• Support technician hiring, onboarding, training, and performance management.
• Establish accountability around productivity, quality, attendance, and customer service.
• Monitor work orders and service activity through NetSuite and other field-service technology.
• Ensure accurate documentation, reporting, and completion of service records.
• Identify operational bottlenecks and implement process improvements.
• Maintain OSHA and company safety compliance across field operations.
• Partner with branch leadership on staffing, financial performance, customer retention, and operational goals.
• Track and report service KPIs and labor-hour performance.

Skills

Leadership

Field service

Dispatch

Scheduling

Customer management

KPIs

OSHA

Communication

Staff development

Tools

NetSuite

Job description

LeoForce in Columbus, OH is seeking an experienced Service Manager to lead field service operations, oversee dispatch and technician performance, and drive safety, productivity, and customer satisfaction. This hands-on role reports to the service leadership and collaborates with technicians, dispatch, and branch teams to maintain efficient service delivery.

The ideal candidate will have leadership experience in field service, expertise in scheduling and KPI tracking, and familiarity with