Field Services Manager

Field Services Manager

The Field Services Manager will oversee the operations and performance of permanent onsite teams and remote teams and will identify opportunities for growth. They will ensure exceptional customer service, operational excellence, and alignment with organizational growth goals. This role involves strategic planning, effective communication, and resource management to support client needs, optimize team performance, and drive continuous improvement. Approximately 30% travel is required to support multiple sites, engage with customers, and lead onsite reviews.

Key Responsibilities:

• Leadership & Team Management: Directly manage permanent onsite teams and remote employees across multiple locations. Provide coaching, mentoring, and professional development opportunities to enhance team performance. Ensure proper staffing, including recruitment, onboarding, and cross-training to maintain operational flexibility and efficiency. Conduct regular one-on-ones and performance reviews, fostering a culture of accountability and growth.
• Operational Excellence: Oversee day-to-day operations of onsite locations, ensuring compliance with company standards, safety protocols, and customer requirements. Manage key performance indicators (KPIs), including turnaround times, quality metrics, and customer satisfaction scores. Identify and implement process improvements to enhance efficiency, reduce costs, and drive continuous improvement. Collaborate with support teams to resolve technical challenges and resource constraints promptly. Collaborate with teams to ensure quality standards are met in line with ISO9001, 17025 accreditations, ANZ540.1, AS9100 and other auditing bodies.
• Customer Relationship Management: Act as the primary point of contact for clients, ensuring clear communication and alignment with customer expectations. Conduct regular customer check-ins, Quarterly Business Reviews (QBRs), and onsite visits to build trust and strengthen relationships. Address customer concerns and escalations promptly and effectively, providing tailored solutions to meet their needs.
• Strategic Planning & Reporting: Develop and execute strategic plans for assigned regions, aligning with organizational goals and customer priorities. Analyze operational data to identify trends, opportunities, and areas for improvement. Prepare detailed reports for leadership and customers, highlighting accomplishments, challenges, and future initiatives.
• Travel & Onsite Support: Travel to customer locations (approximately 30%) to oversee operations, conduct training, and support business reviews. Lead pre- and post-onsite planning meetings to ensure smooth execution and alignment across teams.

Qualifications:

• Bachelor's degree in business, Operations Management, Engineering, or a related field or Minimum of 7-10 years of experience managing onsite teams, remote teams, or equivalent operations, with a focus on customer-facing roles.
• Experience leading ISO9001, 17025 accreditations, ANZ540.1, AS9100 and other audits.
• Strong leadership skills with a proven ability to manage diverse teams and drive results in a fast-paced environment.
• Excellent communication and interpersonal skills to engage effectively with customers, team members, and stakeholders.
• Experience with operational tools and systems, such as Gage, Microsoft Dynamics, Microsoft office or similar platforms.
• Strong analytical skills and experience in process improvement methodologies (Lean, Six Sigma, etc.).
• Ability to travel up to 30% of the time, including to customer sites and corporate meetings.

Preferred Skills:

• Experience in calibration, metrology, or a related technical industry.
• Proven ability to lead Kaizen events and champion 5S or similar initiatives.
• Familiarity with managing multi-million-dollar accounts or large-scale customer operations.