Field Service Technician Manager

Overview

Job Purpose

Job Description

• Overall availability, capability, and readiness of Field Service Technicians (FSTs) to safely and effectively execute service work
• Line Manages the Field Service Schedulers that are responsible for scheduling and dispatching the FSTs to service jobs.
• Effective deployment of FST resources in line with business priorities, project requirements, and contractual commitments
• Performance of field service operations against established KPIs, including utilization, quality, safety, and customer satisfaction
• Compliance of all field service activities within the assigned perimeter with internal policies, contractual obligations, and applicable laws and regulations
• Workforce planning accuracy, including short‑ and medium‑term forecasting of human and financial resource requirements
• Development and execution of action plans aligned to key business objectives and service growth strategies
• Maintenance of strong customer, agent, and supplier relationships to support operational excellence and service delivery
• Continuous improvement of field service execution models, processes, and cost efficiency
• Readiness and effectiveness of the field service scheduling function, including alignment between demand, capability, and capacity
• Coaching, performance oversight, and effectiveness of Supervisors and Field Service Schedulers reporting into the role
• Lead and manage the Field Service Technician (FST) workforce to ensure continuous readiness, availability, and capability to safely execute service jobs in line with business and customer requirements
• Supervise Field Service Schedulers, providing clear direction on planning, scheduling, prioritization, and escalation of field service activities
• Oversee resource allocation and utilization, ensuring optimal coverage, efficiency, and alignment with project and service demand
• Ensure FSTs are only scheduled and dispatched to jobs for which they are competent, certified, authorized, and fit for purpose
• Maintain oversight of FST competency management, including assessments, certifications, re‑certifications, and authorization levels
• Ensure development, execution, and tracking of individual training and development plans for all FSTs, in coordination with Technical, Training, and HSE teams
• Identify current and future skill gaps and ensure workforce capabilities evolve in line with technology, service scope, and customer needs
• Monitor and analyse key performance indicators, including utilization, variance, production, quality, and FNC reports, and drive corrective actions where required
• Plan and forecast human and financial resource requirements to support service delivery and business objectives
• Maintain strong collaboration with Service Project Managers, Customer Service, Technical Subject‑Matter Experts, and other stakeholders to support effective service execution
• Build and maintain relationships with clients, agents, and suppliers; conduct client visits as required to review operations and promote a customer‑focused service culture
• Ensure all field service operations are executed in compliance with internal policies, contractual obligations, and applicable laws and regulations
• Drive continuous improvement of field service processes, methods, and procedures to enhance efficiency, reduce costs, and improve service quality
• Manages the performance of the FST’s, continuously gathering feedback from Service Project Managers, and communicating that through the check in process with the Field Service Technicians to ensure performance to standard and implement improvements where possible.

• Required Knowledge/Formal Education

• Bachelor’s Degree in related field or combination of equivalent experience and education
• REQUIRED EXPERIENCE:
• Strong Experience in a customer service environment (5+ years)
• Strong Experience in the installation of wellhead or related equipment (5+years
• Strong Experience managing a large population of direct reports
• 10 to 15 years overall work experience preferably in B2B customer services in industrial, energy, or manufacturing
• REQUIRED CERTIFICATE(S):
• *N/A*

• Required Interpersonal Skills

• Customer service skills - communication skills, strong interpersonal and problem-solving skills
• Team building skills

• Required Technical Skills And/Or Problem-Solving Skills

• Organized and systematic with troubleshooting and problem assessment skills. PC skills with knowledge of word processing and spreadsheet software.

• Required Job Knowledge

• Product knowledge conventional and Wellhead applications

Leadership Competencies