Senior Field Service Manager

This leadership role oversees all field service operations, including customer breakdown response, dispatch, technical support, warranty recovery, and technician management. The position involves partnering with various operational functions to maximize customer uptime, reduce equipment downtime, and ensure high-quality service delivery.

Our client, an established equipment rental provider, is seeking a Senior Field Service Manager to join their team. This leadership role oversees all field service operations, including customer breakdown response, dispatch, technical support, warranty recovery, and technician management. The position involves partnering with various operational functions to maximize customer uptime, reduce equipment downtime, and ensure high-quality service delivery.

Salary + Additional Benefits:

• $130,000-$150,000 + Discretionary Bonus
• Medical, Dental, Vision Insurance
• 401K - company match
• Car Allowance

Location: Houston, TX
Type of Position: Direct Hire

Responsibilities:

• Lead all field service activities across Mustang Rental Services.
• Establish service standards, dispatch protocols, and response expectations.
• Develop scalable field service processes supporting both Rental Services and Heavy Rents.
• Ensure consistent execution of customer breakdown response procedures.
• Lead operational reviews with District Service Managers and Dispatch leadership.
• Promote a culture of urgency, accountability, customer focus, and technical excellence.
• Own customer uptime performance for field-supported equipment.
• Establish service-level expectations for emergency and routine field service requests.
• Monitor breakdown response times and resolution rates.
• Lead escalation management for significant customer service events.
• Improve responsiveness to high-priority customer situations.
• Coordinate technical resources for major projects, shutdowns, and strategic accounts.
• Lead the Field Service Dispatch organization.
• Optimize technician scheduling, routing, and resource allocation.
• Coordinate deployment of field technicians based on skill sets, geography, and customer priority.
• Improve communication between dispatch, technicians, branch operations, and customers.
• Drive efficiency in service calls, travel time, and technician utilization.
• Develop KPI reporting for dispatch effectiveness and response performance.
• Provide technical leadership for complex troubleshooting and equipment issues.
• Support District Service Managers with technical escalations.
• Coordinate OEM and vendor support when required.
• Develop technical best practices and field service standards.
• Provide leadership and oversight to the Claims & Warranty Manager.
• Establish accountability for claim accuracy, timeliness, and recovery performance.
• Ensure warranty opportunities are properly identified and captured.
• Recruit, develop, and retain high-performing field service leaders and technicians.
• Establish technician productivity and utilization standards.
• Develop succession plans and leadership development programs.
• Manage field service labor productivity, overtime, travel expenses, and service costs.
• Monitor key KPIs and support budgeting and workforce planning activities.
• Partner with Branch Operations to support customer commitments and fleet readiness.
• Collaborate with Fleet Management on recurring equipment issues and reliability programs.
• Support Sales and Strategic Account teams on customer service initiatives.

 

Requirements:

• Bachelor’s Degree in Business, Engineering, Operations Management, or related field preferred.
• 10+ years of service leadership experience, with at least 5 years leading field service operations.
• Experience in equipment rental, industrial services, construction equipment, or dealership environments.
• Strong dispatch, troubleshooting, warranty, and technician management skills.
• Proven ability to lead multi-site teams and coordinate cross-departmental initiatives.
• Excellent communication, leadership, and customer service skills.
• Knowledge of service KPIs, workflow optimization, and operational metrics.

Due to the high volume of applications we typically receive, we regret that we are not able to personally respond to all applications. However, if you are invited to take the next step in the process, you will typically be contacted within one week of submitting your application. #LI-DNI