Reliability Field Service Manager

Reliability Field Service Manager at Wilcox + Flegel - Guardian Department

We are seeking a dedicated, safety-focused individual with strong leadership skills to join our Guardian Reliability Services Department! As the Reliability Field Service Manager, you will play a crucial role in developing strong connections and ensuring efficiency of our field service operations. If you are a proactive leader with a passion for driving reliability and performance in field service operations, we would love to hear from you!

This position requires frequent travel across customer and work sites. Industry-leading benefits package that includes:

Medical, Dental, Vision, RX, Optional FSA

Optional Medical Waive Bonus

Company paid Life Insurance, Short Term & Long Term Disability, and AD&D

401(k) with generous company match

Paid Vacation Time, 120 hours per year

7 Paid Holidays

Working Holiday Pay

Paid Volunteer Hours

Employee Fuel Discount Account

Profit Sharing Program

Wellness Program Incentives

Recognition & Reward Program

Team Member Referral Bonus

Boot Reimbursement

Position Summary:

The Reliability Field Service Manager is responsible for the overall performance, inventory, technician supervision, and daily operation functions for the Guardian Reliability Services department. The RFSM ensures the delivery of high-quality service to our customers while developing a strong, connected team of field personnel across the territories we serve. This role demands frequent travel to customer locations and field sites to lead by example, mentor and train technicians, ensure adherence to technical and safety standards, and nurture a strong performance-based, customer first culture.

The RFSM is expected to bring a mechanical trade background, be highly adept in technology platforms like computer maintenance management systems (CMMS), asset tracking, and demonstrate strong leadership abilities. A successful RFSM balances operational efficiency, technical excellence, and a commitment to technician growth and outstanding customer experience. This position is a Safety Sensitive position. Responsible to consistently role model our Core Values.

Company Mission:

To create lasting partnerships with our customers, our employees, and the communities we serve.

Vision:

We make distribution effortless.

Our Core Values:

- Positively Impacting Others – Create positive energy using empathy and kindness

- Adapt to Change – Embrace, encourage and excel in a changing environment

- Team Environment – Create synergy with common purpose and commitment

- Honest Communication – Communicate to build trust and mutual respect

- Safe and Strong Work Ethic – Consistently producing high quality work in a safe manner

Essential Position Functions and Responsibilities:

- Field Leadership & Technician Development

- Serve as primary field leader and point of escalation for service technicians.

- Actively travel to customer locations to coach, support, and train field technicians.

- Lead regular in-person and remote performance reviews, skill assessments, and development plans.

- Foster a customer first culture that encourages growth, accountability, and pride in work.

- Promote a culture of safety, collaboration, and respect in every work environment.

- Operational Oversight

- Ensure field services are executed safely, efficiently, and with excellence.

- Coordinate technician schedules, job assignments, and logistics in alignment with customer needs and company capacity.

- Maintain field readiness by overseeing truck inventories, tooling, and equipment inspections.

- Review service logs, field data, and reports to ensure quality and identify improvement areas.

- Uphold proper documentation practices in CMMS and related platforms.

- Train and certify technicians to be fully competent and able to perform all service types to a high standard and ensure customer satisfaction.

- Maintain frequent contact with team members to remove obstacles, streamline processes and procedures, and ensure profitable operations at each job.

- Customer Experience & Issue Resolution

- Support strong, professional relationships with customers in the field.

- Quickly and effectively resolve service-related issues and customer concerns.

- Champion service excellence by ensuring each field visit reflects Guardian’s values and standards.

- Act as customer advocate internally to ensure high-impact service delivery.

- Systems & Technology

- Proficiently utilize and train others in systems such as CMMS, Samsara, and Microsoft Office.

- Leverage field technology to monitor service effectiveness, drive improvements, and coach team members.

- Ensure accurate service documentation and KPI tracking on all platforms.

- Strategic & Tactical Contribution

- Contribute to team hiring, onboarding, and retention strategies.

- Collaborate with operations and leadership to define and track key metrics.

- Support budgeting, project planning, and improvement initiatives.

- Identify and remove barriers to technician success and customer satisfaction.

- Identify and cultivate opportunities to deepen customer value through upsell and cross-sell initiatives, aligning solutions with customer goals and business challenges.

- Drive department growth by strategically expanding service coverage across the territory, identifying new customer opportunities, increasing service adoption, and optimizing field team deployment.

Critical Core Competencies and Skills:

- Strong customer-centric mindset with a proven ability to develop these capabilities in others.

- Skilled at assessing and prioritizing competing demands and guiding the team toward effective action.

- Quick learner who adapts well to changing environments; agile, flexible, and resilient.

- Demonstrated experience leading projects and managing vendors or contractors to successful outcomes.

- Adept at resolving customer issues and supporting the team in prompt, effective problem resolution.

- Knowledge of local, state, and national regulations—including hazardous-waste requirements—and able to leverage or develop internal/external expertise.

- Inspiring, approachable people leader with experience managing remote teams.

- Strong mechanical aptitude supported by practical field service experience.

- Highly detail-oriented, organized, and performance-focused.

- Exceptional written and verbal communication skills.

- Supportive mentor dedicated to developing and empowering others.

- Technically proficient in field service software and reporting tools.

- Effective at managing priorities and making sound, timely decisions.

- Demonstrates high personal accountability and a strong “get it done” mentality.

- Committed to fostering a positive team environment and supporting ongoing professional development.

- Experienced in conflict resolution, coaching, and constructive performance management.

- Focused on continuous improvement and proactive problem solving.

Minimum Education and Experience:

- Associate’s degree or equivalent field experience required; Bachelor’s degree preferred.

- 5+ years of hands-on field service experience in mechanical or technical industries. - 3+ years leading teams in a field service, mechanical, or technical environment.

- Demonstrated ability to manage remote employees and maintain a consistent, positive culture.

- Experience with CMMS systems, fleet management software (e.g., Samsara), and Microsoft Office Suite.

Preferred Education and Experience:

- Leadership or coaching certifications.

- Familiarity with ISO cleanliness standards, fluid handling, filtration systems, or reliability engineering.

- Prior experience managing field teams in industries such as maintenance, manufacturing, energy, or transportation.

- Demonstrated success in implementing process improvements to enhance operational efficiency.

Licenses, Certifications and/or Registrations:

- MLA, MLT preferred (or able to obtain within 12 months of hire).

- Unencumbered driver’s license and current auto insurance.

- Current Medical Card

- Acceptable Driving Record

Equipment and Software Requirements:

- Knowledge of general ERP, Field Service, & CMMS software preferred.

- Proficiency using Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) required.

Position Location/Working Conditions/Equipment

- Office Environment

- Warehouse

- Equipment Shop

- Customer Locations

- Exposure to chemicals

- High noise environment

- Dust, dirt, grease or other disagreeable elements

- Exposure to moving machinery

- Outdoors

Physical Requirements

- Typically sitting at desk

- Typically standing or walking

- Typically driving company vehicle

- Typically bending, crouching, stooping

- Repetitive wrist, hand or finger movement

- Occasional lifting (40 lbs.)

Equipment

- Office equipment

- Simple hand tools

- Fuel and/or lube related equipment

- Heavy equipment (forklift, etc...)

- Vehicle