Step into a leadership role where you can make a real impact and earn a $3,000 sign-on bonus!
As the Field Service Manager at Yale Appliance, you'll guide a team of 8-10 skilled Appliance Repair Technicians, ensuring top-tier customer service, accurate diagnostics, and efficient repairs of residential appliances.
This dynamic position empowers you to enhance Technician performance, streamline routes, uphold safety standards, and drive service excellence – all while fostering a culture of growth and innovation.
Your days will primarily be field-based, splitting time between meeting Technicians, customer homes, and some in-office time. Uniforms and clothing allowance are provided, along with an iPhone, laptop, company vehicle, and a credit card for gas.
Key Responsibilities
- Lead and support a team of in-home Appliance Service Technicians
- Monitor daily schedules and Technician performance goals
- Conduct on-site audits and coaching sessions to ensure Technicians adhere to processes, policies, and safety standards
- Coach Technicians on diagnostic procedures, repair techniques, and customer scenarios
- Address escalated customer concerns to align with company standards
- Collaborate with Dispatch, Parts, and Warranty teams as needed to resolve service delays and/or issues
- Assist in onboarding, mentoring, and developing new Technicians.
Preferred Skills
- 3-5+ years of appliance repair experience
- Experience working with multiple brands
- Technical knowledge of major home appliances
- Familiarity with field service software and mobile platforms
Required Skills
- Prior supervisory, Lead Technician, or training experience
- Mechanical and technical skills
- Ability to coach, develop, and hold Technicians accountable
- Excellent problem solving, organizational, and communication skills
- Strong time management skills to manage multiple priorities, adjust on the fly, and keep the team aligned with goals
- Proficiency in Microsoft Office (Excel reporting, Outlook, Teams), and CRM platforms
- Must be flexible to handle after-hours issues or escalations as needed (usually no later than 6pm)
The Ideal Candidate
- Has worked as a Field Supervisor or Field Service Manager, or in a similar role managing in-home channels of a service business
- Has proven leadership and team management skills comfortable with coaching, motivating, and holding field staff accountable
- Is skilled at de-escalating issues while maintaining professional relationships with the team and with customers
- Thrives in a fast-paced environment, is passionate about helping people grow and succeed, and has a strong problem-solving mindset with a focus on results
All interested applicants must consent to the following:
- Ability to be CORI certified (background screening)
- Valid driver's license with clean driving history
- Pre-employment physical (including a 75-pound lift test)
- Drug testing
Job Type: Full-time
Pay: $65,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Willingness to travel: 75% (Preferred)
Work Location: Hybrid remote in Norton, MA 02766
