Field Service Manager
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Job Description
Field Service Manager at Flex managing operations and service in cooling systems. Leading team activities, ensuring compliance, and optimizing customer satisfaction in remote role.
Responsibilities:
- Own delivery of all commercial and operational aspects of the account in line with SOW and contract.
- Ensure adherence to contract agreements, managing scope, change control, and risk.
- Accountable for P&L performance, including cost control, revenue, and margin protection.
- Lead customer engagement through regular reviews (QBRs / service reviews).
- Manage forecasting (FOL), pricing updates, and financial alignment.
- Lead end-to-end Field Service operations, including: Installation & commissioning of cooling systems.
- Preventative & reactive maintenance.
- On-site technical support and troubleshooting.
- Coordinate field resource planning and scheduling (engineers, tools, spares, subcontractors).
- Act as escalation point for critical site issues, particularly in live data centre environments.
- Ensure readiness for site deployment (materials, documentation, permits, RAMS).
- Lead the Customer Focus Team (CFT) to deliver program and service outcomes.
- Coordinate across engineering, supply chain, logistics, and field teams.
- Support new product introduction (NPI) and deployment using structured methodologies.
- Drive customer satisfaction and retention, particularly through service performance.
- Manage service contracts, renewals, and upsell opportunities (retrofits, upgrades).
- Ensure full compliance with Health, Safety & Environmental (HSE) standards on all sites.
- Enforce safe systems of work, especially in high-risk / live environments.
- Oversee contractor compliance and third-party service provider performance.
- Track and report field service metrics and program KPIs.
- Lead root cause analysis (RCA) for field failures and implement corrective actions.
- Drive continuous improvement initiatives across service delivery and operations.
Requirements:
- Typically requires a Bachelor's degree in engineering or related field or equivalent experience
- Typically requires a minimum of 5 years experience in program administration/ management or related area
- Strong experience in field service operations, ideally in: Cooling systems / HVAC / data centre infrastructure
- Proven ability to manage Remote field teams and on-site engineers and complex multi-site deployments
- Strong understanding of Installation, commissioning, and maintenance practices and Service delivery models and SLAs
- Excellent customer-facing, communication, and escalation management skills
- Strong commercial and financial acumen
- Great experience with P&L
- Availability to travel up to 25%.
Benefits:
- Full range of medical, dental, and vision plans
- Life Insurance
- Short-term and Long-term Disability
- Matching 401(k) Contributions
- Vacation and Paid Sick Time
- Tuition Reimbursement
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