Remote Field Training & Coaching Manager

acehardware; Oak Brook (IL); On-site; USD 135,000 - 155,000; Full time

Benefits offered by this job

Bonus opportunities

401(k) matching

Health coverage

Discounts on merchandise

Paid time off

Career growth opportunities

Employee assistance program

Job summary

Ace Hardware Home Services, Inc. is seeking a Field Support Manager to elevate the technical, customer-service, and sales capabilities of field technicians and supervisors across plumbing, HVAC, and electrical trades.

The role focuses on designing training programs, ride-alongs, and role-play-based sales coaching to increase revenue per technician while improving safety, quality, and customer satisfaction. Will travel between branches and job sites.

Qualifications

• Minimum 15 years of progressive field technician and field operations leadership experience.
• Minimum 7 years of multi-site, multi-trade direct training, coaching, and operational support experience across plumbing, HVAC, and the electrical trades.
• Experience owning and operating a mid-to-large residential home-services organization with accountability for workforce performance, customer experience, revenue, and profitability.
• Demonstrated success in improving field performance metrics such as productivity, quality, sales conversion, or customer satisfaction.
• Strong communication and facilitation skills, comfortable leading classroom sessions, workshops, and in-field coaching.
• Familiarity with sales processes in home services.
• Relevant licenses or certifications and a valid driver’s license.

Responsibilities

• Design and deliver multi-trade training programs across plumbing, HVAC and electrical trades.
• Conduct field coaching and ride-alongs to reinforce standard processes and coach customer-facing behaviors.
• Develop role-play sessions and sales playbooks for maintenance agreements, upgrades, and services.
• Coach supervisors and service managers; enable train-the-trainer programs locally.
• Establish and manage a train-the-trainer program and build internal coaching networks.
• Ensure training content emphasizes safety, compliance and company SOPs.
• Track KPIs and training impact; maintain records of courses and certifications.
• Continuously update materials with new technologies, codes and best practices.

Skills

Field leadership

Training/coaching

Home services ownership

Performance improvement

Communication & facilitation

Sales processes

Licenses/certs

Job description

Ace Hardware Home Services, Inc. is seeking a Field Support Manager to elevate the technical, customer-service, and sales capabilities of field technicians and supervisors across plumbing, HVAC, and electrical trades.

The role focuses on designing training programs, ride-alongs, and role-play-based sales coaching to increase revenue per technician while improving safety, quality, and customer satisfaction. Will travel between branches and job sites.