Field Service Manager - Grand Rapids MI

Field Service Manager

Applied Innovation is seeking a high-capacity, self-directed Field Service Manager to lead and develop a high-performing service team supporting production-level office equipment across West Michigan. This role is ideal for a hands-on leader who thrives in a fast-paced environment, values accountability, and is passionate about delivering exceptional client and team experiences. This is a full-time, onsite position, Monday through Friday from 8:00 a.m. to 5:00 p.m., located at 3223 Kraft Ave SE, Grand Rapids, MI 49512.

Duties and Responsibilities:

• Lead, coach, and develop a team of field service professionals supporting high-volume office equipment.
• Foster a culture of professionalism, accountability, and continuous improvement.
• Conduct regular one-on-one meetings, team meetings, and performance reviews.
• Ensure team members consistently represent Applied Innovation positively in all customer interactions.
• Maintain appropriate staffing levels to meet or exceed Applied Innovation's response time and service standards.
• Ensure technicians have the training, tools, and resources needed to succeed.
• Oversee daily operations while maintaining a long-term strategic perspective.
• Support business planning, benchmarking, and ongoing process improvements.
• Partner closely with the sales team to support customer satisfaction, retention, and growth.
• Review customer feedback and proactively resolve service issues.
• Communicate effectively across departments to align goals and expectations.
• Balance company, department, and team priorities to drive overall organizational success.
• Identify opportunities to improve service delivery, efficiency, and customer experience.
• Understanding and alignment with the organization's core values.
• Other duties as assigned.

Minimum Qualifications: To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.

• Minimum of 5 years of experience in the office equipment industry and/or prior management experience, preferred.
• Proven ability to lead, motivate, and manage teams in a service-driven environment.
• Excellent organizational, communication, and collaboration skills.
• Strong planning and prioritization abilities.
• Creative, solution-oriented problem solver with a results-driven mindset.
• Ability to work independently while managing multiple priorities.

Education/License/Experience Requirements:

• High school diploma or equivalent required.
• Driver's license with a clean driving record. No DUI's in the past 5 years.

Why Applied Innovation? We offer a comprehensive benefits package, including:

• Medical, dental, and life insurance
• Short-term disability
• Paid vacation and holidays
• 401(k) retirement plan with company match program
• Onsite fitness center
• Paid volunteer time
• Opportunities for professional growth and advancement