Global Field Service Manager — Lead Escalations & Ops

Gilder Search Group; Kankakee (IL); On-site; USD 120,000 - 130,000; Full time

Job summary

Gilder Search Group is seeking a Field Service Manager to lead the Field Service Department and three Assistant Managers responsible for North American, International, and a specialty product line’s service. The role ensures effective coordination of field service, meets customer commitments, and supports technicians in a fast-paced environment.

It requires strong leadership, cross-functional collaboration with technical support, engineering, parts, and scheduling teams, and the ability to adapt

Qualifications

• 5+ years in field service or service operations.
• People-management experience leading field service teams.
• Ability to manage a sizable technician population in a high-urgency, reactive environment.
• Strong leadership, communication, organizational, and problem-solving skills.
• Excellent listening skills and ability to translate expectations to technicians and customers.

Responsibilities

• Lead three Assistant Managers and oversee their service areas.
• Set departmental priorities, goals, processes, and performance expectations.
• Coach and develop managers, including technician training and performance management.
• Promote service standards, communication, and accountability across the department.
• Oversee daily field service activities and scheduling through the managers.
• Escalation point for significant customer, scheduling, or operational issues.
• Identify opportunities to improve efficiency, service quality, and customer satisfaction.
• Monitor field service metrics and report to senior leadership.

Skills

People management

Leadership

Communication

Organizational skills

Problem solving

Cross-functional collaboration

Education

Bachelor's degree in Business, Engineering, Operations

Job description

Gilder Search Group is seeking a Field Service Manager to lead the Field Service Department and three Assistant Managers responsible for North American, International, and a specialty product line’s service. The role ensures effective coordination of field service, meets customer commitments, and supports technicians in a fast-paced environment.

It requires strong leadership, cross-functional collaboration with technical support, engineering, parts, and scheduling teams, and the ability to adapt