Responsibilities
- Serve as primary field leader and point of escalation for service technicians
- Actively travel to customer locations to coach, support, and train field technicians
- Lead regular in-person and remote performance reviews, skill assessments, and development plans
- Foster a customer first culture that encourages growth, accountability, and pride in work
- Promote a culture of safety, collaboration, and respect in every work environment
- Ensure field services are executed safely, efficiently, and with excellence
- Coordinate technician schedules, job assignments, and logistics in alignment with customer needs and company capacity
- Maintain field readiness by overseeing truck inventories, tooling, and equipment inspections
- Review service logs, field data, and reports to ensure quality and identify improvement areas
- Uphold proper documentation practices in CMMS and related platforms
- Train and certify technicians to be fully competent and able to perform all service types to a high standard and ensure customer satisfaction
- Maintain frequent contact with team members to remove obstacles, streamline processes and procedures, and ensure profitable operations at each job
- Support strong, professional relationships with customers in the field
- Quickly and effectively resolve service-related issues and customer concerns
- Champion service excellence by ensuring each field visit reflects Guardian’s values and standards
- Act as customer advocate internally to ensure high-impact service delivery
- Proficiently utilize and train others in systems such as CMMS, Samsara, and Microsoft Office
- Leverage field technology to monitor service effectiveness, drive improvements, and coach team members
- Ensure accurate service documentation and KPI tracking on all platforms
- Contribute to team hiring, onboarding, and retention strategies
- Collaborate with operations and leadership to define and track key metrics
- Support budgeting, project planning, and improvement initiatives
- Identify and remove barriers to technician success and customer satisfaction
- Identify and cultivate opportunities to deepen customer value through upsell and cross-sell initiatives, aligning solutions with customer goals and business challenges
- Drive department growth by strategically expanding service coverage across the territory, identifying new customer opportunities, increasing service adoption, and optimizing field team deployment
Requirements
- Associate’s degree or equivalent field experience
- 5+ years of hands-on field service experience in mechanical or technical industries
- 3+ years leading teams in a field service, mechanical, or technical environment
- Demonstrated ability to manage remote employees and maintain a consistent, positive culture
- Experience with CMMS systems, fleet management software (e.g., Samsara), and Microsoft Office Suite
- MLA, MLT preferred (or able to obtain within 12 months of hire)
- Unencumbered driver’s license and current auto insurance
- Current Medical Card
- Acceptable Driving Record
- Knowledge of general ERP, Field Service, & CMMS software
- Proficiency using Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
Nice to Have
- Bachelor’s degree
- Leadership or coaching certifications
- Familiarity with ISO cleanliness standards, fluid handling, filtration systems, or reliability engineering
- Prior experience managing field teams in industries such as maintenance, manufacturing, energy, or transportation
- Demonstrated success in implementing process improvements to enhance operational efficiency
Benefits
- Medical
- Dental
- Vision
- RX
- Optional FSA
- Optional Medical Waive Bonus
- Company paid Life Insurance
- Short Term & Long Term Disability
- AD&D
- 401(k) with generous company match
- Paid Vacation Time, 120 hours per year
- 7 Paid Holidays
- Working Holiday Pay
- Paid Volunteer Hours
- Employee Fuel Discount Account
- Wellness Program Incentives
- Recognition & Reward Program
- Team Member Referral Bonus
- Boot Reimbursement
Work Arrangement
On-site
Additional Information
- Frequent travel across customer and work sites
- Typically sitting at desk
- Typically standing or walking
- Typically driving company vehicle
- Typically bending, crouching, stooping
- Repetitive wrist, hand or finger movement
- Occasional lifting (40 lbs.)
- Equipment: Office equipment, Simple hand tools, Fuel and/or lube related equipment, Heavy equipment (forklift, etc...), Vehicle
- Exposure to chemicals
- High noise environment
- Dust, dirt, grease or other disagreeable elements
- Exposure to moving machinery
- Outdoors
