Manager, Field Services in Camp Hill, Pennsylvania at Essintial Enterprise Solutions LLC

Position Summary

The Field Service Manager (FSM) is responsible for leading and managing field service personnel who perform on-site installations, maintenance, repairs, and other service-related activities. The FSM oversees daily operations, workforce scheduling, performance management, training, and customer service delivery. This role serves as a key escalation point for critical issues and provides leadership to ensure service excellence, operational efficiency, and adherence to contractual obligations.

Essential Duties and Responsibilities

• Manage daily workload distribution and resource allocation to ensure balanced utilization across the team.
• Communicate project scope, service requirements, and customer expectations to field technicians.
• Oversee field operations to ensure work is completed in accordance with Statements of Work (SOWs), contractual requirements, budgets, and quality standards.
• Monitor and report operational performance metrics and key performance indicators (KPIs).
• Analyze service trends and performance data; provide recommendations to improve processes, efficiency, and service delivery.
• Lead team meetings and provide ongoing coaching, guidance, and support to employees.
• Clearly communicate performance expectations and ensure accountability.
• Manage all aspects of employee lifecycle activities, including recruiting, hiring, onboarding, performance evaluations, and employee development.
• Assess team performance, technical competency, and skill gaps; implement coaching, training, and performance improvement plans as needed.
• Ensure team members meet utilization and productivity targets and take corrective action when necessary.
• Serve as an escalation point for customer concerns, operational issues, and critical service events.
• Support business objectives through effective leadership, collaboration, and continuous improvement initiatives.

Physical and Working Conditions

• Primarily office-based with occasional travel as business needs require.
• Must be available outside normal business hours to support escalations and operational emergencies.

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Required Skills and Abilities

• Availability to support escalations in a 24/7/365 operating environment.
• Excellent written and verbal communication skills.
• Ability to communicate effectively with all organizational levels, including executive leadership.
• Strong leadership, organizational, and time-management skills.
• Proactive, forward-thinking mindset with strong attention to detail.
• Demonstrated ability to solve problems and make sound business decisions.
• Strong customer service orientation with an understanding of customer needs and expectations.
• Ability to manage multiple priorities in a fast-paced environment.

Education and Experience

• Bachelor's degree or equivalent combination of education and relevant experience.
• 5–10 years of professional experience in service delivery, operations, or a related field.
• Minimum of 3 years of experience managing or supervising field service personnel.
• Proven ability to manage multiple complex and business-critical initiatives simultaneously.
• Experience working with both direct and indirect technical resources.

Technical Requirements

• Proficiency with business systems and applications, including:
• Microsoft Excel (required)
• Microsoft PowerPoint
• Salesforce / Service Cloud
• SharePoint
• Five9
• Microsoft Project
• Business Objects

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Management reserves the right to modify, add, or remove duties as business needs change.

All duties and responsibilities are considered essential functions of the position and may be modified to reasonably accommodate individuals with disabilities. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed are representative of the knowledge, skills, and abilities required.

This document does not create an employment contract, expressed or implied, and employment remains at-will.