Senior Field Service Leader - Heavy Equipment Uptime

Mustang Cat; Houston (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental & Vision benefits

401(k) with employer match

Paid time off & holidays

Tuition reimbursement & development

Job summary

Mustang Rental Services is seeking a Sr. Field Service Manager to lead field service operations across the Houston area, spanning both Rental Services and Heavy Rents.

You will drive customer uptime, dispatch excellence, and service performance with a focus on safety, urgency, accountability, and technical excellence. You will build and mentor field service leaders, optimize dispatch and technician scheduling, and partner with branches, fleet management, and central logistics to keep customers

Qualifications

• 10+ years of service leadership experience.
• 5+ years leading field service operations.
• Experience within equipment rental, heavy equipment, construction equipment, industrial services, or a heavyEquipment dealership environment.
• Multi-location leadership experience strongly preferred.
• Experience leading field technicians and service leadership teams.
• Strong knowledge of field service dispatch, technician scheduling, and resource allocation.
• Experience managing customer escalations and equipment breakdown response.
• Working knowledge of warranty administration and recovery processes.
• Strong understanding of technician productivity, utilization, and service KPIs.

Responsibilities

• Lead field service operations across multiple locations and teams.
• Establish service standards, dispatch protocols, and customer response expectations.
• Drive fast, effective response to customer breakdowns and emergency service needs.
• Monitor uptime, response times, first-time fix rates, technician utilization, and other service metrics.
• Lead and develop District Service Managers, the Claims & Warranty function, and Field Service Dispatch.
• Optimize technician scheduling, routing, deployment, and workload by priority, geography, and skills.
• Lead escalations involving complex equipment issues and significant customer service events.
• Coordinate technical resources for strategic accounts, major projects, and shutdowns.
• Partner with OEM and vendor resources on complex technical issues as needed.
• Identify recurring failures and drive corrective actions; improve warranty recovery.
• Manage field service labor productivity, overtime, travel expenses, and service costs.
• Recruit, develop, and retain high-performing field service leaders and technicians.
• Support technician training, certification, succession planning, and leadership development.

Skills

Service leadership

Field service management

Multi-location leadership

Dispatch knowledge

Warranty administration

Customer escalation management

Service KPIs

Team development

Education

Bachelor's degree in Business, Engineering, Operations Management, or related field

Job description

Mustang Rental Services is seeking a Sr. Field Service Manager to lead field service operations across the Houston area, spanning both Rental Services and Heavy Rents.

You will drive customer uptime, dispatch excellence, and service performance with a focus on safety, urgency, accountability, and technical excellence. You will build and mentor field service leaders, optimize dispatch and technician scheduling, and partner with branches, fleet management, and central logistics to keep customers