Field Service Manager

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 (see below)

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”)