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
- Mechanical trade background
- Highly adept in technology platforms like computer maintenance management systems (CMMS)
- Asset tracking
- Strong leadership abilities
- Safety Sensitive position
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
Additional Information
- Frequent travel across customer and work sites
- Safety Sensitive position
