Field Service Manager

Job Title: Field Service Manager

Job Description: 

The Field Service Manager (FSM) owns regional people, capacity, job budgets and service delivery. Reporting to the Field Execution Leader, the FSM independently resolves routine execution decisions within delegation, develops Leads and Coordinators, and secures qualified support across the regional service portfolio.

In this role you will:

• Accept handoffs from Business Development (BD) or authorized internal requesters when scope, commercial or internal authorization, budget, delivery assumptions, and the accountable delivery Lead are clear.
• Own regional schedules, qualified dispatch and on-call coverage. Triage field-service urgency, capability and availability; coordinate Technical Support referrals and confirm authorization, site readiness, technical support, tools, parts and access before mobilization.
• Manage Coordinators and Leads and retain accountability for all regional personnel. Lead recruitment, performance reviews, development, retention, leave, and succession with HR and within delegation.
• Own job budgets, labour plans, subcontract requirements, and cost-to-complete forecasts. Review actual costs, progress, utilization, unbilled work, and margin variance; implement recovery actions.
• Ensure Leads apply approved safety and quality controls. Arrange technical dispositions, hold-point reviews, and competent review of client maintenance procedures; escalate incidents and track corrective actions with Health, Safety and Environment (HSE) and Quality.
• Provide BD with realistic scope, labour, schedule, resource and risk inputs. Validate delivery commitments; BD owns quotation and commercial-change issuance using prices approved by the designated pricing authority.
• Maintain equipment and task competency coverage, cross-training plans, calibration readiness, vehicles, tools, and test equipment. Approve qualified mentors, assessors, and paired assignments.
• Coordinate authorized internal commissioning, site startup and service attachments with Project Delivery, Engineering, Product and Quality. Arrange warranty work against the designated Product or Quality owner’s coverage decision and approved remedy.
• Coordinate approved third-party service providers with Procurement and the commercial owner. Verify agreed scope, rates, qualifications, safety requirements, field supervision, and deliverables before use.
• Release complete execution closeout and billing inputs to Finance and BD, and asset and next-service information to the account owner. Retain open technical issues and execution rework until closure or accepted transfer.
• Maintain a current 12-week capacity plan and weekly FSM scorecard covering safety, capacity, delivery, margin and closeout. Coordinate shared crews with other FSMs, maintain reliable regional data and communicate capacity needs to BD.

Role authority and working relationships:

• Approve regional priorities, staffing assignments, dispatch, and resources within the budget and written delegation. Pause or decline mobilization when authorization or readiness is inadequate.
• For shared-region work, the receiving FSM owns job delivery; the home FSM retains employment accountability and approves employee release. Escalate unresolved priorities to the Field Execution Leader.
• BD owns proposals, commercial changes and account renewals. Designated corporate owners approve rate cards and deal prices under confirmed delegation. The FSM validates deliverability and owns job cost control; Finance issues invoices.
• Assign qualified technical reviewers. Management acceptance does not replace engineering approval, independent review, or the asset owner’s designated switching and energization authority.
• Quality Assurance and Quality Control (QAQC) owns factory acceptance testing (FAT). Accept and resource defined QAQC support requests; QAQC retains test direction and acceptance, with factory release held by its designated owner.
• Service leadership sets business priorities for digital enablement. The digitalization team configures and rolls out approved systems; the FSM owns regional workflow requirements, adoption and data accuracy.

Qualifications: 

• Relevant electrical trade, engineering technology, engineering education, or an equivalent combination of technical qualifications and substantial electrical service leadership experience.
• At least five years of relevant electrical field service experience, including at least two years leading technicians, field projects, or service operations.
• Demonstrated capability in commissioning, maintenance, installation, critical power, or comparable power-system services and in using technical specialists across equipment families.
• Experience managing people, schedules, customer escalations, job budgets, forecasting, subcontractors, and execution inputs to estimating and billing.
• Practical understanding of applicable electrical safety and quality requirements; proficiency with CRM, ERP, scheduling, reporting, and Microsoft Office systems; and applicable work and driving authorizations.

Skills (Preferred):

• Experience integrating teams or coordinating multiple locations and developing frontline service leaders.
• Knowledge of ANSI/NETA testing practices and relevant CSA, NFPA, IEEE, UL, and original equipment manufacturer (OEM) requirements for the assigned portfolio, including critical power systems where applicable.

Expected outputs and success measures:

Outputs: Current 12-week capacity plan and weekly FSM scorecard; accepted handoffs; qualified crew and competency coverage; budgets and forecasts; complete closeout and billing inputs; and tracked customer, safety and quality actions.

Success: Routine execution decisions resolved within delegation, reliable safety and operating data, schedule performance, execution margin, forecast accuracy, technician development, timely closeout and corrective-action completion.

Additional Information:

• Regional office and site work, travel, and escalation or on-call coverage follow the assigned position terms. Compensation, classification, benefits, and regional entitlements are confirmed through HR and the applicable agreements.