What does a field service manager do?

1 Roles and responsibilities

A field service manager's main role is to ensure that the field service technicians perform their duties safely, effectively, and on time. This involves planning and scheduling the service assignments, assigning and monitoring the work orders, providing technical support and guidance, and evaluating the performance and feedback of the technicians. A field service manager also communicates with the customers to understand their needs, expectations, and issues, and resolves any complaints or disputes. Additionally, a field service manager handles the administrative tasks, such as budgeting, reporting, invoicing, and inventory management, related to the field service operations.

2 Skills and qualifications

To become a field service manager, you typically need a combination of education, experience, and certification in the relevant field of service. For example, if you work in the IT sector, you may need a degree or diploma in computer science, engineering, or information systems, as well as certifications from vendors or organizations such as Microsoft, Cisco, or CompTIA. You also need several years of experience as a field service technician or engineer, and demonstrate your leadership, communication, and problem-solving skills. Some employers may also require you to have a valid driver's license, a clean driving record, and the ability to travel frequently.

3 Challenges and opportunities

A field service manager faces many challenges in their job, such as managing a dispersed and diverse workforce, ensuring the quality and consistency of the service delivery, dealing with complex and unpredictable customer demands, and adapting to the changing technologies and regulations in the industry. However, a field service manager also has many opportunities to grow and advance their career, such as developing their technical and managerial skills, expanding their network and reputation, improving the customer loyalty and retention, and contributing to the strategic goals and vision of the organization.

4 Tools and technologies

A field service manager utilizes various tools and technologies to facilitate and optimize their work processes. These may include field service management software, such as ServiceMax, FieldAware, or Jobber; mobile devices and apps, like smartphones, tablets, or laptops, and FieldEdge, ServiceM8, or Zoho Desk; and remote diagnostics and support technologies like TeamViewer, LogMeIn, or Zendesk. Field service management software helps a field service manager plan, schedule, dispatch, track, and manage the field service operations. Mobile devices and apps allow technicians to access and update the information and documents related to the service assignments. Remote diagnostics and support technologies enable them to diagnose and troubleshoot the issues with the equipment, systems, or infrastructure remotely. All of these tools can facilitate communication with customers or each other; capture and share photos or videos; collect signatures or feedback; and integrate with other systems for streamlined data flow and reporting.

5 Best practices and tips

As a field service manager, you need to follow some best practices and tips to succeed. Recruiting and retaining technicians with the required skills, knowledge, and attitude is key. Providing regular training and development opportunities is also essential. Communication and collaboration with technicians, customers, and other stakeholders should be done clearly, timely, and respectfully. You should also measure and improve the performance of your field service operations using metrics such as customer satisfaction, service quality, productivity, or profitability. Collecting and analyzing data to identify strengths and weaknesses is important for implementing the necessary actions or improvements.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?