National Field Service Lead

LECO; Saint Joseph (MI); On-site; USD 85,000 - 110,000; Full time

Job summary

LECO in St. Joseph, Michigan is seeking an Assistant Service Manager to lead the National Field Service team, providing strategic direction and operational oversight.

You will act as the primary management escalation point for customer concerns, drive service quality and continuous improvement, and collaborate with Engineering, Product Support, and Sales to fulfill commitments and improve KPI performance.

Qualifications

• Leadership, coaching, mentoring, supervisory, project leadership, and workforce management experience.
• Experience in field service, technical support, analytical instrumentation, laboratory equipment support, customer service, or related service operations.
• Strong communication, interpersonal, analytical, problem-solving, organizational, and decision-making skills.
• Ability to manage competing priorities and work with geographically dispersed teams.
• Proficiency with Microsoft Office and related business applications.

Responsibilities

• Provide day-to-day leadership, coaching, mentoring, and operational support to Field Service Engineers and Field Service Support personnel.
• Participate in recruiting, interviewing, onboarding, training, employee development, and performance improvement activities.
• Promote accountability, teamwork, safety, customer focus, and continuous improvement while supporting company policies and procedures.
• Serve as the primary management escalation contact for customer complaints, service concerns, and complex service issues.
• Investigate concerns, identify contributing factors, coordinate corrective actions, and develop customer recovery plans when appropriate.
• Coordinate cross-functional support and elevate significant financial, contractual, legal, safety, or other matters beyond delegated authority.
• Provide guidance to Field Service Engineers on service reports and documentation to support accuracy and compliance with standards.
• Monitor service backlog, response performance, customer satisfaction, and KPI metrics; identify trends and improvement opportunities.
• Support development and implementation of SOPs and service best practices.

Skills

Leadership

Coaching

Mentoring

Supervisory

Project leadership

Workforce management

Communication

Analytical

Problem-solving

Organizational

Decision-making

Customer service

Education

Associate’s degree

Bachelor’s degree preferred

Tools

Microsoft Office

Job description

LECO in St. Joseph, Michigan is seeking an Assistant Service Manager to lead the National Field Service team, providing strategic direction and operational oversight.

You will act as the primary management escalation point for customer concerns, drive service quality and continuous improvement, and collaborate with Engineering, Product Support, and Sales to fulfill commitments and improve KPI performance.