Sr. Field Service Manager

Mustang Cat

Houston (TX)

On-site

USD 120,000 - 180,000

Full time

2 days ago

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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

Now Hiring: Sr. Field Service Manager – Houston, TX

Field Service Operations | Heavy Equipment | Rental Equipment | Multi-Location Leadership

Mustang Rental Services is seeking an experienced Sr. Field Service Manager to lead field service operations across our Houston-area rental organization.

This is a senior operational leadership role responsible for ensuring our customers receive fast, reliable field service when and where they need it. The Sr. Field Service Manager will lead field service execution across both Rental Services and Heavy Rents, with responsibility for customer breakdown response, technician deployment, dispatch operations, technical escalations, warranty recovery, and overall field service performance.

The ideal candidate brings strong experience leading heavy equipment, construction equipment, rental, industrial, or dealership service operations and knows how to build teams and processes around one critical goal: keeping customers up and running.

Why Join Mustang Rental Services?

Mustang offers a stable, established organization with the opportunity to lead and influence a critical part of our growing rental operation.
Competitive Compensation
Comprehensive Medical, Dental & Vision Benefits
401(k) with Employer Match
Paid Time Off & Holidays
Tuition Reimbursement & Development Opportunities
Career Growth Opportunities
Long-Term Job Stability

What You’ll Do

As the Sr. Field Service Manager, you will provide leadership and accountability for field service performance across multiple locations and teams.

Key responsibilities include:

Lead field service operations across Mustang Rental Services and Heavy Rents.
Establish service standards, dispatch protocols, and customer response expectations.
Drive fast, effective response to customer breakdowns and emergency service needs.
Monitor customer uptime, response times, first-time fix rates, technician utilization, and other key service metrics.
Lead and develop District Service Managers, the Claims & Warranty function, and Field Service Dispatch.
Optimize technician scheduling, routing, deployment, and workload based on customer priority, geography, and technical skill requirements.
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 when needed.
Identify recurring equipment failures and work with internal teams to implement corrective actions.
Improve warranty identification, claim accuracy, recovery, and overall warranty performance.
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.
Partner closely with Branch Operations, Fleet Management, Sales, Central Logistics, Service, and Safety.
Promote a strong culture of safety, urgency, accountability, customer service, and technical excellence.

What We’re Looking For

10+ years of service leadership experience
5+ years leading field service operations
Experience within equipment rental, heavy equipment, construction equipment, industrial services, or a heavy-equipment 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
Proven ability to lead across multiple departments and operational functions
Strong financial and operational business acumen
Bachelor’s degree in Business, Engineering, Operations Management, or a related field preferred

What Success Looks Like

Success in this position means building a field service operation that responds quickly, uses its resources effectively, and consistently delivers for the customer. Key outcomes include: