Field Service Manager
Core
Own the performance of the technical field team, transforming operational data into strategies to lower return work order rates and eliminate bottlenecks while coaching technicians and elevating customer CSAT.
Role type
Senior Field Service Manager
Builds
Field service operations for In-Home Services (satellite TV, smart home installation)
Domain
Telecommunications / Field Service Operations
Deliverable
production ML models
Required skills
Field service management, team leadership, operational data analysis, root cause analysis, AI and digital tools application, performance reporting
Preferred skills
Mentoring technical teams, driving team buy-in during change, streamlining diagnostic processes
Technologies
AI applications, digital tools for diagnostics and automated reporting
Responsibilities
Coach technicians toward mastery and raise customer experience standards; Conduct hands-on field ride-alongs to observe behaviors and identify coaching opportunities; Interpret data to identify patterns and resolve systemic issues; Optimize scheduling and automate performance reporting using digital tools.
Seniority
Senior, hands-on IC