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The Field Service Manager is responsible for overseeing the performance and development of technician teams, ensuring operational efficiency, customer satisfaction, and strategic alignment with Malin’s operational initiatives. This role involves coordinating service operations, optimizing work coverage, and driving continuous improvement while fostering a culture of accountability and professional growth among technicians.

Leadership & Team Development:

* Provide coaching and structured development plans to enhance technician skillsets and career progression.

* Conduct performance assessments to ensure alignment with company standards and expectations.

* Collaborate with HR and leadership on training initiatives focused on technical proficiency and leadership development.

Operational Management & Strategy:

* Oversee service operations, ensuring work schedules, task prioritization, and resource allocation maximize efficiency.

* Utilize key performance indicators (KPIs) and WIP reports to track service effectiveness and identify areas for optimization.

* Optimize profitability by minimizing non-billed time through effective work planning, technician productivity strategies, and streamlined service processes.

* Implement workflow improvements to enhance response times, service quality, and resource utilization.

Customer & Stakeholder Relations:

* Serve as the primary point of contact for high-level service concerns, ensuring prompt resolutions to maintain customer satisfaction.

* Align service strategies with evolving business needs and customer expectations through collaboration with internal teams.

* Lead service improvement initiatives, working with stakeholders to implement best practices.

Technical & Process Oversight:

* Ensure adherence to safety protocols and compliance standards across all service operations.

* Oversee audits of completed work and company resources to drive operational efficiency and proper equipment usage.

* Identify process innovations to enhance technician productivity and reduce inefficiencies in field operations.

Reporting & Administrative Leadership:

* Maintain accurate documentation and reporting efforts, leveraging tools like Power BI, Excel, and internal tracking systems.

* Optimize scheduling strategies to ensure effective workload distribution and technician availability.

* Drive data-informed decision-making to enhance operational performance and strategic alignment

Education, Training and Experience

* Associate’s or Technical degree

* Minimum 3–5 years of experience in technician leadership, service management, technical training (or significant tenure as high-performing Team Lead).

* Proven experience in mentoring and coaching technicians, fostering skill development and operational excellence.

* Demonstrated ability to lead team discussions, relay critical updates, and facilitate collaboration to enhance workflow efficiency.

* Completion of leadership development programs or certifications focused on team growth and operational strategy (preferred).

* Strong background in performance management, workflow optimization, and service coordination.

* Experience utilizing tech dashboards, data analytics, and reporting tools for service strategy.

Competencies Required

* Strategic Leadership – Aligns service operations with Malin’s business objectives and drives long-term improvements.

* Advanced Problem-Solving – Resolves complex technical and operational challenges efficiently.

* Performance Management – Assesses technician development, provides constructive feedback, and enhances team effectiveness.

* Customer-Centric Thinking – Ensures service reliability and client satisfaction through proactive management.

* Process Innovation – Identifies opportunities for efficiency improvements in service workflows and technician productivity.

Data-Driven Decision Making – Uses analytics to guide operational strategies, resource planning, and service enhancements.

Skills Required

* Strong technical proficiency in troubleshooting, diagnostics, and work execution oversight.

* High-level communication and stakeholder management skills.

* Expertise in scheduling optimization and workload distribution strategies.

* Proficiency in reporting and administrative tools, including Power BI, Excel, and workflow tracking.

Ability to lead cross-functional collaboration for service efficiency and customer satisfaction.