Field Representative/Route Sales

Job Title: Field Service Manager

Reports To: Director of Operations or Regional Operations Manager

Job Summary

The Field Service Manager is responsible for overseeing customer support of products distributed by the company. The Field Service Manager collaborates with warehouse, sales, customer service, and operations teams to ensure timely and cost-effective service throughout the assigned territory.

Essential Duties and Responsibilities

• Schedule and coordinate daily service calls, installations, preventative maintenance, and repairs.
• Ensure timely response to customer service requests and resolution of service issues.
• Develop and implement service procedures to improve efficiency and quality.
• Work closely with warehouse and inventory personnel to ensure technicians have necessary parts and equipment.
• Maintain customer documentation.
• Support sales representatives by providing technical expertise during customer visits and product demonstrations.
• Investigate customer complaints and implement corrective actions.
• Maintain positive relationships with customers, vendors, and internal departments.
• Perform other duties as assigned.

Qualifications

• Bachelor's degree in Business or a related field preferred; equivalent work experience considered.
• 5+ years of field service, operations, or distribution experience.
• Experience in wholesale distribution, logistics, equipment service, or related industries preferred.
• Proficiency with Microsoft Office and service management or ERP software.
• Valid driver's license with an acceptable driving record.
• Ability to travel within the assigned service territory.

Knowledge, Skills, and Abilities

• Strong customer service and relationship management skills.
• Excellent communication and interpersonal abilities.
• Ability to prioritize multiple projects in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Knowledge of inventory control, scheduling, and field operations.
• Ability to interpret technical documentation and service manuals.
• Experience managing service KPIs such as response time, first-time fix rate, technician utilization, and customer satisfaction.