POSITION SUMMARY
The Field Service Manager is responsible for overseeing all field service operations related to the installation, maintenance, troubleshooting, and repair of pure water systems. This role ensures high-quality service delivery, technician performance, customer satisfaction, and compliance with safety and regulatory standards.
KEY RESPONSIBILITIES
1. Field Operations Management
· Manage daily scheduling and dispatch of field technicians
· Oversee installation, startup, maintenance, and repair of:
o Reverse Osmosis (RO) systems
o Deionization (DI) systems
o Ultrapure Water (UPW) systems
o Filtration, UV, and chemical dosing systems
· Ensure timely completion of service calls and projects
2. Team Leadership & Development
· Supervise, train, and mentor field technicians
· Conduct ride-alongs, performance evaluations, and skills assessments
· Develop training programs for system diagnostics and service procedures
· Enforce company policies and safety standards
3. Customer Relationship Management
· Act as escalation point for service issues and customer concerns
· Maintain strong relationships with commercial, industrial, and laboratory clients
· Ensure service quality meets or exceeds customer expectations
· Support sales team with technical expertise and site assessments
4. Technical Oversight
· Provide advanced troubleshooting support for complex systems
· Review system designs, P&IDs, and specifications
· Ensure proper commissioning and validation of systems
· Monitor system performance trends and recommend improvements
5. Safety & Compliance
· Enforce all safety policies (LOTO, confined space, chemical handling, PPE)
· Ensure compliance with OSHA regulations and local/state requirements
· Conduct safety meetings and field audits
6. Inventory & Equipment Management
· Manage service vehicle fleet, tools, and test equipment
· Maintain inventory levels for filters, membranes, resins, and spare parts
· Coordinate with procurement to ensure parts availability
7. Reporting & Administration
· Track KPIs (response time, first-time fix rate, technician utilization)
· Review service reports, work orders, and documentation for accuracy
· Manage budgets related to service operations
· Utilize service software (e.g., FieldEdge) for scheduling and reporting
QUALIFICATIONS
Required:
· 5+ years experience in water treatment, plumbing, or industrial service
· 2+ years in a supervisory or management role
· Strong knowledge of:
o RO/DI systems
o Pumps, valves, and instrumentation
o Water quality parameters (TDS, resistivity, pH, TOC)
· Valid driver’s license with clean driving record
Preferred:
· Experience with ultrapure or laboratory water systems
· OSHA 10 or 30-hour certification
· Electrical and mechanical troubleshooting experience
· Experience with service management software
KEY SKILLS
· Leadership and team development
· Advanced troubleshooting and problem-solving
· Customer service and communication
· Time management and scheduling
· Safety-focused mindset
· Operational efficiency and organization