Field Service Manager

Field Service Manager Anritsu is a leader in industrial quality assurance / inspection & detection equipment including X-ray, metal detection, and checkweighers. Anritsu provides vital industrial machines to the food and pharmaceutical industries to support compliance, profitability, and safety. Summary / Objective The Field Service Manager is responsible for the day-to-day leadership and operational execution of the U.S.

Field Service organization. This role provides direct leadership to the East and West Regional Service Supervisors and oversees service scheduling and customer service administration to ensure field work is prioritized, coordinated, documented, and completed consistently across regions. The Field Service Manager serves as the primary operational escalation point for field service delivery, develops consistent standards across regions, removes administrative and process obstacles, and enables regional supervisors to focus on coaching, field engineer development, project accountability, safety, and customer outcomes.

The position is essential to creating a scalable, responsive, and disciplined field service organization. Direct Reports Regional Service Supervisor – East Regional Service Supervisor – West Service Scheduling Coordinator Customer Service Administrator Field Service Leadership & Execution Oversee daily service operations across East and West Regions Establish clear priorities for installations, preventive maintenance, emergency service, projects, and follow-up work.

Monitor workload distribution, responsiveness, utilization, open projects, and execution across regions. Ensure regional execution aligns with company standards, safety requirements, customer expectations, and business priorities. Serve as the first point of management escalation for resource conflicts, service delays, and field execution issues. Regional Supervisor Leadership and Development Provide leadership, direction, coaching, and performance management to the East and West Regional Service Supervisors.

Clarify regional ownership, expectations, and accountability for open projects and customer commitments. Reduce administrative friction so supervisors can spend more time coaching and developing Field Service Engineers. Partner with supervisors to identify training needs, capability gaps, and succession opportunities. Ensure proper follow-through on corrective actions and improvement plans Promote consistent leadership practices and expectations across both regions.

Scheduling & Administrative Coordination Oversee service scheduling, prioritization, and coordination to improve field utilization, travel efficiency, and response time. Provide leadership and performance management for the Service Scheduling Coordinator and Customer Service Administrator. Ensure service requests, work orders, documentation, customer communications, and billing-support information move through the workflow accurately and promptly.

Coordinate with Parts, Technical Support, Sales, and other internal groups to support field execution and resolve handoff issues. Ensure Field Service requirements and priorities are clearly communicated to supporting functions. Process Standardization & Continuous Improvement · Drive consistent field service processes, expectations, and operating standards across both regions. · Identify recurring execution gaps, administrative delays, and root causes affecting service delivery.

· Implement process improvements in partnership with the Service Operations Manager and supporting functions. · Ensure consistent and effective use of CRM, service tracking, reporting, and communication tools. · Track and review field service KPIs related to responsiveness, utilization, backlog, project completion, documentation, and customer outcomes. Escalation & Customer Issue Management Serve as the primary management escalation point for field service delivery issues.

Coordinate timely responses to high-impact customer situations and establish clear ownership of recovery actions. Support customer communication and resolution planning as needed Ensure escalations and corrective actions are documented, followed through, reviewed, and used to improve future execution. Team Leadership & Development Build a culture of accountability, responsiveness, collaboration, and continuous improvement.

Ensuring expectations, ownership, and responsibilities remain clear as the Field Service organization grows. Support hiring, onboarding, development, and performance management within the Field Service organization. Foster collaboration, accountability, and continuous improvement within the operations team Ensure roles and responsibilities remain clear as the organization grows Competencies Field Service Leadership Operational Execution Regional Team Management Process Standardization and Improvement Decision Making and Prioritization Customer Escalation Management Organization, Follow-Through, and Attention to Detail Problem Solving & Root Cause Analysis Organization & Time Management Clear and Effective Communication Coaching and Employee Development Additional Eligibility Qualifications Minimum of 6 years of experience in service operations, field service leadership, or technical service environments Demonstrated experience leading field service teams, supervisors, or regional service operations.

Strong understanding of scheduling, dispatch, field utilization, project accountability, escalation management, and service documentation. Ability to manage multiple priorities in a fast-paced, customer-facing environment Proven ability to establish standards, improve processes, and close execution gaps. Strong communication skills with technical and non-technical employees, customers, and business leaders.

Proficient in Microsoft Office and CRM/ERP systems Experience in supporting regulated industries or technical equipment environments is preferred. Supervisory Responsibility This position has direct supervisory responsibility for the East and West Regional Service Supervisors, Service Scheduling Coordinator, and Customer Service Administrator. The role also provides leadership and operational oversight across the U.S.

Field Service organization through the regional supervisors. Work Environment This job operates in a professional office environment, warehouse environment and customer plants. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. This position is active at times and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The employee must frequently lift and/or move items over 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Travel Travel to customer sites, regional field locations, company facilities, and team meetings may be required based on business needs. Work Authorization Documentation showing eligibility to work in the United States will be required. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities and activities may change at any time with or without notice. Anritsu Infivis Inc. is an Equal Opportunity Employer M / F / Disability / Veteran Competencies Field Service Leadership Operational Execution Regional Team Management Process Standardization and Improvement Decision Making and Prioritization Customer Escalation Management Organization, Follow-Through, and Attention to Detail Problem Solving & Root Cause Analysis Organization & Time Management Clear and Effective Communication Coaching and Employee Development Additional Eligibility Qualifications Minimum of 6 years of experience in service operations, field service leadership, or technical service environments Demonstrated experience leading field service teams, supervisors, or regional service operations.

Strong understanding of scheduling, dispatch, field utilization, project accountability, escalation management, and service documentation. Ability to manage multiple priorities in a fast-paced, customer-facing environment Proven ability to establish standards, improve processes, and close execution gaps. Strong communication skills with technical and non-technical employees, customers, and business leaders.

Proficient in Microsoft Office and CRM/ERP systems Experience in supporting regulated industries or technical equipment environments is preferred. Supervisory Responsibility This position has direct supervisory responsibility for the East and West Regional Service Supervisors, Service Scheduling Coordinator, and Customer Service Administrator. The role also provides leadership and operational oversight across the U.S.

Field Service organization through the regional supervisors.