Field Service Manager
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Integrion Automation (formally Wauseon Machine) is seeking an experienced and motivated Field Service Manager to lead our Field Service team. This is a full-time leadership position. This leadership role is responsible for overseeing daily field service operations, developing a high-performing team, and ensuring exceptional customer service. The ideal candidate is a strong leader with a passion for operational excellence, employee development, and delivering quality results in a fast-paced industrial automation environment.
The Field Service Manager is responsible for leading and managing the daily operations of the Field Service team to ensure safe, efficient, and high-quality service delivery for customers. This role oversees field service technicians, service scheduling, resource planning, customer satisfaction, and operational performance. The Field Service Manager works closely with Engineering, Project Management, Sales, Human Resources and Operations teams to support customer needs, drive service excellence, and achieve departmental objectives.
The Field Service Manager also plays a critical role in attracting top talent, building and developing a high-performing service team, and ensuring the organization has the skills and capacity needed to support growth. This includes workforce planning, skills development, and fostering a culture of accountability, safety, and continuous improvement.
Core Responsibilities
Field Service Operations
- Lead and manage day-to-day field service operations, ensuring timely and effective delivery of automation, controls, and technical support services.
- Coordinate service schedules, technician assignments, and resource allocation to maximize productivity and customer responsiveness.
- Monitor service requests, project support activities, emergency service calls, and preventive maintenance programs.
- Ensure field service work is completed safely, efficiently, and in accordance with company standards and customer requirements.
- Manage service backlog and prioritize resources to meet customer commitments.
- Serve as the primary escalation point for customer service issues and field service concerns.
- Develop and maintain strong customer relationships through responsive communication and effective service delivery.
- Collaborate with Sales and Account Managers to support customer retention and identify opportunities for additional service offerings.
- Monitor customer satisfaction metrics and implement corrective actions when necessary.
- Lead, coach, and develop field service technicians and service coordinators.
- Conduct performance evaluations, establish development plans, and provide ongoing mentoring.
- Support recruiting, onboarding, training, and retention of field service personnel.
- Promote a culture of accountability, teamwork, continuous improvement, and customer focus.
- Ensure technicians maintain required technical certifications and training.
- Monitor and manage key service performance metrics including technician utilization, response time, service quality, backlog, and customer satisfaction.
- Drive continuous improvement initiatives to improve service efficiency and operational effectiveness.
- Develop and implement standard operating procedures and best practices for field service activities.
- Analyze service performance data and implement actions to improve productivity and resource utilization.
- Promote and enforce a strong safety culture across all field service activities.
- Ensure compliance with company policies, customer requirements, and applicable regulatory standards.
- Conduct safety reviews, incident investigations, and corrective action initiatives as needed.
- Support quality assurance programs and continuous improvement efforts.
- Partner with Engineering, Project Management, Manufacturing, and Sales teams to coordinate customer support activities.
- Participate in project planning and startup activities requiring field service involvement.
- Provide operational updates and performance reporting to leadership.
- Support service-related process improvements across the Automation Division.
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