Field Service Operations Manager at iPower Technologies in Brooklyn, NY 11231

Job description

• Overview
• Summary: The Field Service Operations Manager supports field service excellence by partnering with field managers to improve technician training, development, operational efficiency, service KPI performance, and customer service outcomes. This position does not directly manage field technicians; instead, it provides operational support, process guidance, reporting, and development resources that help field managers lead their teams effectively. The FSOM serves as the central authority for field service operational reporting, management communications, KPI tracking, and data distribution, ensuring accuracy, consistency, and proper dissemination of information to field managers.

Responsibilities

• Promotes continuous process improvement, consistency, accountability, and operational excellence across the field service organization.
• Provides operational support necessary to develop and maintain the field service team, including service call ETA’s, call escalations, survey follow ups, general reporting development, quality control, system protocols, resource tracking (i.e. GPS), MobileTech standards, 250 queue, training and development.
• Partners with field managers to identify technician training needs, coordinating internal or manufacturer training, support skill development, and reinforce consistent field service standards.
• Reviews service performance trends, monitoring open calls and aged calls, supporting field audits, analyzing productivity and service quality metrics, and recommending process improvements to strengthen operational efficiency.
• Provides field managers with reporting, documented follow-up, trend analysis, and process recommendations related to productivity, service quality, attendance, customer satisfaction, and policy compliance visibility and reporting.
• Reinforces company service standards, improves communication between field leadership and support teams, and provides visibility into performance trends that may affect customer satisfaction, response times, service quality, and overall field effectiveness.
• Successfully ensures compliance with departmental directives and company policies and procedures.
• Builds and maintains effective professional relationships with colleagues, management, and technicians.
• Continually builds upon knowledge of TGI Office Automation products and services.
• Performs other duties as assigned.

Requirements

• At least 3-5 years of field service experience.
• At least 2 years of experience supporting field service operations, training, process improvement, technical support, service coordination, or field-manager enablement.
• Demonstrated ability to support field managers and remote technical teams across multiple customer locations through communication, reporting, process guidance, and operational follow-up.
• Proficiency in Microsoft Office suite of products, especially Microsoft Excel for data analysis and reporting.
• Strong analytical and communication skills.

Skills

Required

• Strong analytical skills
• Strong communication skills
• Microsoft Office suite
• Microsoft Excel

Benefits

• Benefits: Dental insurance, Health insurance, Vision Insurance, Life Insurance, PTO, and 401(k)
• $90,000.00 - $100,000.00 Salary
• Pay: $110,000 - $125,000