Yale Appliance is seeking a Field Service Manager to lead a high-performing service team and make a direct impact on Technician success and customer experience.

*This role requires daily travel throughout the Greater Boston area, including regular work within the city of Boston (driving, parking, and in customer’s homes), and on the North Shore and Metro West.

As a Field Service Manager, you'll lead a team of 8-10 skilled Appliance Service Technicians in a fast-paced, in-home service environment. This is a hands-on, field-based leadership role for someone who thrives on coaching, driving performance, and improving operational results.

You will spend the majority of your time in the field supporting Technicians, improving efficiency, and ensuring a consistently excellent customer experience.

WHAT YOU’LL DO

Team Leadership + Development

Lead, coach, and develop a team of Appliance Service Technicians
Conduct ride-alongs, field audits, and performance reviews
Provide ongoing feedback and coaching to improve technical and customer service skills
Foster a culture of accountability, ownership, and continuous improvement

Performance + Operations Management

Monitor and improve team performance using key metrics such as: First-call completion, Callback rate, Labor time per job, Schedule adherence
Use dashboards and field service tools to track progress and identify opportunities
Ensure accurate job documentation, including notes, parts used, photos, and timestamps

Field Execution

Spend most of your time in the field supporting Technicians and resolving issues
Monitor routes, schedules, and job execution in real time
Ensure proper communication with customers, including call-aheads and arrival updates
Reinforce daily start times and readiness expectations

Customer Experience + Escalations

Resolve escalated service issues professionally and efficiently
Work directly with customers to ensure a positive experience
Partner with internal teams (Dispatch, Parts, Warranty, and Sales) to resolve delays

Hiring + Training

Support onboarding and training of new Technicians
Identify skill gaps and implement development plans

WHAT WE’RE LOOKING FOR

Required

Must have 3+ years of experience supervising or managing a team
Strong mechanical and technical aptitude (appliance experience preferred)
Proven ability to coach, develop, and hold employees accountable
Strong communication, organization, and problem-solving skills
Ability to manage multiple priorities in a fast-paced environment
Proficiency with Microsoft Office and field service software

Preferred

3-5 years of appliance repair experience
Experience working with multiple appliance brands
Experience managing performance using KPIs or metrics
Familiarity with field service platforms

WORK ENVIRONMENT + SCHEDULE

Primarily field-based (customer homes and Technician support)
1-2 days per week in the Norton office
Monday - Friday schedule
Start time: 7:30am (field readiness expectation)
Occasional escalations (typically no later than 6:00pm)

COMPENSATION + BENEFITS

$65,000 - $85,000 annual salary, DOE
$3,000 sign-on bonus
Company vehicle and gas card
iPhone and laptop
Uniform allowance
Full benefits

WHAT SUCCESS LOOKS LIKE

Technicians consistently meeting or exceeding performance expectations
Reduced callbacks and improved first-call completion
Strong documentation and process compliance
High customer satisfaction with minimal escalations
A team that is engaged, accountable, and continuously improving

All interested applicants must consent to the following:

Valid driver's license with clean driving history
CORI (background) check
Pre-employment physical (including a 75-pound lift test)
Drug screening

HIRING PROCESS

Phone interview with Recruiter
Online assessments
Manager review
In-person interview
Ride-along (“Ride to Decide”)

Yale Appliance

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