Field Service and Support Manager

7 days ago

South Haven, Michigan, United States Riveer Environmental Full time

Position Overview

Riveer is seeking a Field Service and Support Manager to lead, expand, and transform our Service Department while providing support for our customers worldwide. This leadership role is responsible for overseeing all post-sale service operations including technical support, warranty management, documentation, and customer communications while also designing the strategy, structure, and team needed to scale with Riveer's growth.

The ideal candidate is proven service leader with experience in a technical, manufacturing, or industrial environment who combines hands-on operational expertise with strategic vision.

Key Responsibilities

  • Lead, mentor, and develop a team of service technicians.
  • Define and execute strategies to enhance customer satisfaction, streamline service operations, and optimize team performance.
  • Establish and monitor key service metrics (response times, resolution rates, first-time-fix rates, etc.), reporting regularly to leadership.
  • Serve as the primary escalation point for customer service inquiries, ensuring issues are resolved quickly and effectively.
  • Build and maintain strong relationships with customers across a variety of industries.
  • Oversee scheduling of service technicians for domestic and international installations, maintenance, and repairs.
  • Ensure accuracy and compliance with customer records, documentation, warranty claims, and service reporting.
  • Work cross-functionally with engineering, sales, and production teams to resolve technical issues and improve system performance.
  • Implement process improvements that reduce downtime, improve service responsiveness, and increase overall efficiency.

Qualifications

  • 7+ years in a customer service, technical support, or service management role, ideally in a technical, manufacturing, or industrial setting.
  • 5+ years of progressive leadership with responsibility for hiring, coaching, and building teams.
  • Strong track record of building and leading service teams that deliver measurable improvements in customer satisfaction and operational efficiency.
  • Demonstrated success in scaling or transforming a service department.
  • Proficiency in Microsoft Office (Excel, Word, etc.)
  • Experience with ERP (Epicor strongly preferred) and CRM platforms.
  • Strong technical aptitude with the ability to interpret complex documentation and communicate solutions clearly.
  • Excellent organizational, problem-solving, and communication skills with the ability to manage competing priorities.

What We Offer

  • Competitive salary, paid weekly
  • Medical, dental, and vision insurance, Riveer pays 75% of premium
  • Simple IRA with company match
  • Paid time off and holidays
  • Free lunch provided every Thursday

This job description contains information about the key responsibilities of this position. It is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions. Responsibilities are subject to change.

Riveer does not discriminate based on gender/sex, race, religion, height, weight, color, age, national origin, disability, or any other status covered by federal, state, or local law allowed.

Riveer is an Equal Opportunity Employer.

Job Type: Full-time

Benefits:

  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

License/Certification:

  • Driver's License (Required)

Ability to Commute:

  • South Haven, MI Required)

Work Location: In person

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