Position Summary
The Field Service Operations Manager plays a critical role in ensuring accurate job costing, billing, technician time reconciliation, and revenue reporting across field service operations. This position serves as the administrative backbone of the branch, overseeing the flow of service work from technician dispatch to final billing. The ideal candidate is highly organized, tech-savvy, detail-oriented, and thrives in a fast-paced environment where accuracy and urgency matter.
Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.
Job Costing, Payroll, and Revenue Support
- Validate and reconcile technician timecards with job board entries and GPS data
- Submit technician hours (regular, overtime, PTO, training, shop) to the Branch Manager for inclusion in KPIs
- Move jobs from AMR to billing status; ensure all documentation is complete and accurate
- Prepare daily and monthly revenue reports using internal systems and Excel
- Investigate discrepancies and resolve payroll or job coding issues prior to payroll submission
- Provide EOM (end-of-month) closeout support
Job Scheduling & Call Center Coordination
- Review completed jobs in Sage and upload them to call center dashboard
- Partner with dispatch to validate job status and update records accordingly
- Identify any scheduling issues or missing job notes; escalate as needed
Customer & Field Support
- Support customer satisfaction by resolving escalated service issues
- Visit job sites as needed to assist with troubleshooting, quoting, or customer walkthroughs
- Collaborate with sales and dispatch on quoted jobs or project follow-ups
Administrative & Compliance Oversight
- Track and manage vehicle documentation (registrations, GPS devices, fuel/RAMP cards)
- Maintain training logs, safety meeting attendance, and compliance records for technicians
- Assist with weekly and monthly team meetings by preparing performance data
- Participate in board reviews with job summaries, revenue status, and issue updates
Work Schedule & Expectations
- Standard schedule: Monday to Friday, 7:00 AM – 4:00 PM
- Flexibility required for early mornings, evenings, and occasional weekend work (especially around payroll)
- On-call support may be required in alignment with emergency call system
- Must be comfortable working independently and owning time-sensitive tasks
Qualifications and Skills
- 3+ years of experience in service operations, dispatch coordination, or administrative support
- Experience with Sage or similar field service management/ERP system required
- Proficient in Excel and comfortable managing spreadsheets for job costing and reporting
- Exceptional attention to detail and ability to double-check data for accuracy
- Strong time management, prioritization, and communication skills
- Ability to collaborate across field techs, dispatch, sales, and branch leadership
- Investigative mindset and problem-solving skills
Preferred Experience
- Background in power generation, equipment installation, or technical field service industries
- Understanding of quoting processes, service contracts, and revenue workflows
- Familiarity with technician KPIs and performance tracking
Working Conditions
- Primarily office-based with occasional field visits
- Must be able to sit, stand, and work on a computer for extended periods
- May require occasional lifting of files or boxes (up to 25 lbs)
- Exposure to field job sites during problem resolution or job walks
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