Field Service Manager
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Job Description
Field Service Manager at Viwinco leading warranty and chargeable service programs. Managing remote workforce and ensuring customer satisfaction with service delivery.
Responsibilities:
- Provide direct and multi-level leadership for field technicians, coordinators, and service managers.
- Manage and support a remote workforce while maintaining strong team engagement.
- Review and approve weekly timecards and PTO requests.
- Establish and maintain in-field service standards across all markets.
- Ensure warranty and chargeable service work is delivered accurately, efficiently, and professionally.
- Maintain a customer-first mindset and promote first-call resolution.
- Partner closely with Sales and Customer Service teams to ensure total customer satisfaction.
- Support escalated service situations and help drive effective resolutions.
- Lead the execution and optimization of the Salesforce Field Service platform.
- Ensure the team fully utilizes systems for scheduling, reporting, and service tracking.
- Maintain accurate and timely documentation and reporting.
- Identify opportunities to expand Chargeable Service revenue streams.
- Improve service delivery with a lean, efficient approach that differentiates Viwinco in the marketplace.
- Travel up to 50% for training, field supervision, and customer escalations.
- Work effectively from the office, remotely, and on the road.
Requirements:
- 3–5 years of management experience in window service, installation, or a similar construction-related field
- Experience leading teams in a matrixed or multi-location environment
- Strong understanding of patio door and window service/repair
- Experience using and improving Salesforce Field Service or similar platforms
- Excellent verbal and written communication skills
- Strong presentation and training abilities
- Ability to analyze reports, identify trends, and solve complex problems
- Highly organized with strong attention to detail
- Empathetic approach to customer concerns
- Strong commitment to customer service and first-call resolution.
Benefits:
- Opportunity to lead a growing service organization
- Work with a team committed to quality and customer satisfaction
- Make a direct impact on service innovation and operational excellence
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