Field Service Manager

Field Service Manager 
Greater Boston Area

Our Client , a leader in providing complex manufacturing solutions to companies worldwide, is hiring and seeking a dynamic and results-driven Service Manager to join its team in the Greater Boston Area.  In this key leadership role, you will oversee and support our global team of Field Service Engineers, providing strategic direction, mentorship, and operational guidance. The Service Manager will be responsible for driving both short- and long-term initiatives aimed at increasing aftermarket revenue and delivering exceptional customer service. This role is instrumental in ensuring that post-sales support remains a top priority and aligns with our commitment to excellence. Success in this position requires strong project management skills, sound judgment, effective communication, and a collaborative mindset.

Key Responsibilities:

• Lead and develop the Field Service team to support sustained growth, operational excellence, and continuous improvement.
• Develop and execute annual service business plans focused on year-over-year organic growth, including strategic initiatives to drive service revenue, identify new business opportunities, and manage departmental budgets to meet financial targets.
• Provide accurate weekly service revenue forecasts and drive performance to meet or exceed targets.
• Oversee the warranty and RMA processes, ensuring timely resolution and high customer satisfaction.
• Coordinate effective incentive plans, deliver constructive feedback, and serve as a coach and mentor to team members.
• Leverage CRM tools and service data analytics to manage customer interactions, monitor performance metrics, and identify opportunities for aftermarket growth.
• Manage daily service operations, including resolving part delivery issues and optimizing service performance.
• Collaborate cross-functionally with Production, Finance, Product Management, and Engineering to align service goals with broader business objectives.
• Support the development and continuous improvement of service-related documentation, procedures, and training programs.

Qualifications:

• 5+ years of management experience in service operations or a related customer-facing technical role, preferably in a high-tech or manufacturing environment.
• Bachelor’s degree in engineering, Business, or a related technical field; advanced degree or MBA is a plus.
• Proven track record of driving service revenue growth and managing warranty and RMA processes effectively.
• Strong financial skills
• Strong leadership and team development skills, with experience managing technical personnel and cross-functional collaboration.
• Proficiency in CRM systems (e.g., Salesforce) and data analysis tools to track KPIs, customer interactions, and service trends.
• Excellent communication, problem-solving, and project management skills, with the ability to prioritize and execute in a fast-paced environment.
• Proficient computer skills, including MS Office Suite (Word, PowerPoint, Outlook, Excel).

Our Client offers a competitive benefit package designed to attract and retain employees that excel and are passionate about the work they perform.  The culture of career growth, collaboration and inclusiveness where every employee matters are several of the reasons why my Client has a very low turnover rate.

Apply today online. You can also DM me at jjohnson@incendia.com

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