Field Service Manager

Job summary

The Field Service Manager oversees field service operations, including managing technicians, maintaining customer relationships, and driving new business opportunities. They are responsible for ensuring safety compliance, handling service complaints, and conducting performance reviews for the service team.

Job details

We are currently hiring a Field Service Manager to join our growing team! Crown Lift Trucks is the premier material handling dealer in Canada. We are a leader in the industry and are considered a one-stop shop for all material handling needs. Crown Lift Trucks Canada operates eight full-service branches in both Ontario and Quebec offering complete service solutions including maintenance programs, parts supply, and training. Perks and Benefits * Vehicle allowance * Tuition reimbursement for any program or course of your choice * Comprehensive benefits such as: medical insurance, dental, vision, long term/short term disability, life insurance, and more * Pension plan * Company provided cellphone * Opportunities for advancement and ongoing professional development * State-of-the-art training facilities The Role Reporting to the Branch Manager, this position is responsible for managing all service functions including maintaining customer relationships and new business opportunities within the filed. This position assists in skill development and improving overall contributions of our Technicians (mechanics) within the field. Field Service Managers are results-orientated self-starters and team players, with strong communication and customer service skills. * Actively pursue new business and following up on leads for new service business. * Prepare customer service repair quotes and obtain customer approval. Provide customers with maintenance cost reports as needed. * Handle customer and service complaints and issues related to service work. Maintain good customer relations. * Direct and manage technicians assigned to the field. Review technicians’ paperwork and timecards. * Train and oversee the Technicians in proper safety practices for servicing and operating equipment including a company vehicle. Oversee inspection, diagnosis, troubleshooting, and repair of lift trucks and other equipment. * Communicate with branch management and other branch personnel on field service work status. * Participate in recruiting and interviewing activities. * Perform employee performance reviews. * Work with people services department and management on disciplinary actions * Administer Crown’s goals and policies through regularly scheduled service/safety meetings. * Maintain paper flow, records, and reports as needed for efficient operation of the department. Coordinate and follow through on factory service requests, tests, and field modifications. * Assist accounts receivable staff with past due service accounts. * Oversee the maintenance of the service vehicles, tools, and equipment. * Complete all training as required. * Perform other duties as assigned. Education and Qualifications * High school diploma. * Valid driver’s license. * Excellent leadership skills. * Great organizational, customer service, communication, and interpersonal skills. * Computer knowledge including MS Word, Excel, PowerPoint, and Outlook. * 2-5 years of Material Handling industry experience preferred. * Technical background preferred. At Crown Lift Trucks, we believe in fairness and transparency. While most of our hiring decisions are made by people, we may use technology, including AI-based tools, to assist with parts of the process such as screening or assessments. If this happens, it is always supported by human review. We welcome applicants with diverse backgrounds and do not require Canadian work experience for this role. This job posting is for an existing vacancy (not for a future candidate pool). Please note that we currently require all new hires to complete a criminal reference check to be eligible for employment. We are an equal opportunity employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Crown Lift Trucks will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment, selection, and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require to ensure your equal participation. #HP

What you’ll do

The Field Service Manager oversees field service operations, including managing technicians, maintaining customer relationships, and driving new business opportunities. They are responsible for ensuring safety compliance, handling service complaints, and conducting performance reviews for the service team.

Requirements

Candidates must have a high school diploma, a valid driver's license, and strong leadership and communication skills. Proficiency in Microsoft Office and 2-5 years of experience in the material handling industry are preferred.

Benefits

• Vehicle allowance • Tuition reimbursement • Medical insurance • Dental insurance • Vision insurance • Long term disability • Short term disability • Life insurance • Pension plan • Company provided cellphone • Professional development

Listed skills

• Customer service · Preferred
• Leadership · Preferred
• Safety Compliance · Preferred
• Material Handling · Preferred
• Communication · Preferred
• Reporting · Preferred
• Troubleshooting · Preferred
• Microsoft Office · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Leadership
• Customer service
• Communication
• Team management
• Troubleshooting
• Equipment maintenance
• Safety compliance
• Performance management
• Recruiting
• Conflict resolution
• Reporting
• Material handling
• Technical diagnosis
• Organizational skills
• Microsoft Office
• Management
• Troubleshooting (Problem Solving)
• Microsoft PowerPoint
• Microsoft Excel
• Artificial Intelligence
• Microsoft Outlook
• Customer Relationship Management
• Talent Management
• Interpersonal Communications
• Customer Service
• Valid Driver's License
• Microsoft Word
• Mechanics
• Follow Through
• Accounts Receivable
• Forklift Truck
• Material Handling
• People Services
• Field Service Management
• Employee Performance Management

Job areas

• Management & Leadership
• Logistics
• Customer Service & Support
• Trades
• Manufacturing
• Field Service Manager
• Customer Service Manager (General)
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers