Field Service Manager

POSITION SUMMARY

The Field Service Manager is responsible for overseeing all field service operations related to the installation, maintenance, troubleshooting, and repair of pure water systems. This role ensures high-quality service delivery, technician performance, customer satisfaction, and compliance with safety and regulatory standards.

KEY RESPONSIBILITIES

1.  Field Operations Management

·       Manage daily scheduling and dispatch of field technicians

·       Oversee installation, startup, maintenance, and repair of:

o    Reverse Osmosis (RO) systems

o    Deionization (DI) systems

o    Ultrapure Water (UPW) systems

o    Filtration, UV, and chemical dosing systems

·       Ensure timely completion of service calls and projects

2.  Team Leadership & Development

·       Supervise, train, and mentor field technicians

·       Conduct ride-alongs, performance evaluations, and skills assessments

·       Develop training programs for system diagnostics and service procedures

·       Enforce company policies and safety standards

3.  Customer Relationship Management

·       Act as escalation point for service issues and customer concerns

·       Maintain strong relationships with commercial, industrial, and laboratory clients

·       Ensure service quality meets or exceeds customer expectations

·       Support sales team with technical expertise and site assessments

4.  Technical Oversight

·       Provide advanced troubleshooting support for complex systems

·       Review system designs, P&IDs, and specifications

·       Ensure proper commissioning and validation of systems

·       Monitor system performance trends and recommend improvements

5.  Safety & Compliance

·       Enforce all safety policies (LOTO, confined space, chemical handling, PPE)

·       Ensure compliance with OSHA regulations and local/state requirements

·       Conduct safety meetings and field audits

6.  Inventory & Equipment Management

·       Manage service vehicle fleet, tools, and test equipment

·       Maintain inventory levels for filters, membranes, resins, and spare parts

·       Coordinate with procurement to ensure parts availability

7.  Reporting & Administration

·       Track KPIs (response time, first-time fix rate, technician utilization)

·       Review service reports, work orders, and documentation for accuracy

·       Manage budgets related to service operations

·       Utilize service software (e.g., FieldEdge) for scheduling and reporting

QUALIFICATIONS

Required:

·       5+ years experience in water treatment, plumbing, or industrial service

·       2+ years in a supervisory or management role

·       Strong knowledge of:

o    RO/DI systems

o    Pumps, valves, and instrumentation

o    Water quality parameters (TDS, resistivity, pH, TOC)

·       Valid driver’s license with clean driving record

Preferred:

·       Experience with ultrapure or laboratory water systems

·       OSHA 10 or 30-hour certification

·       Electrical and mechanical troubleshooting experience

·       Experience with service management software

KEY SKILLS

·       Leadership and team development

·       Advanced troubleshooting and problem-solving

·       Customer service and communication

·       Time management and scheduling

·       Safety-focused mindset

·       Operational efficiency and organization

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