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Job description
Field Support Operations ManagerPosition Summary: Lead and manage field support operations and dispatch oversight without performing customer on-site visits. Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching, vendor coordination, and customer-facing escalation communications handled remotely.Key Responsibilities:Oversee daily field operations: dispatch coordination, schedule management, monitor technician performance and on-site activity remotely.Manage ticket lifecycle in Salesforce: ensure triage, accurate assignment, status updates, resolution documentation, and timely closures.Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and automated alerts.Interface with customers and stakeholders remotely for escalations, status updates, and major incidents via phone/email/video.Develop, document, and enforce SOPs, checklists, and field tooling best practices for technicians.Coach, train, and evaluate field technicians; conduct performance reviews and drive first-time-fix improvements.Oversee parts inventory and vendor relationships; coordinate "waiting on parts" workflows and vendor SLAs.Produce and present operational reports and dashboards (SLA compliance, MTTR, FTF rate, utilization, CSAT).Lead post-incident reviews for P1/P2 incidents and implement corrective actions and knowledge-base updates.Maintain safety, privacy, and compliance standards; ensure technicians follow on-site safety protocols.Required Qualifications:4+ years managing field service or technical support teams with dispatch/field technicians.Hands-on experience using Salesforce Service Cloud (ticketing, flows, entitlements/milestones, reports/dashboards).Strong understanding of SLA design/enforcement and escalation matrices.Excellent remote customer-facing communication skills; experience managing escalations virtually.Proven coaching and people-management skills.Comfortable working remotely and coordinating field activities without on-site customer visits.Preferred Qualifications:Experience with mobile field tools (Salesforce Mobile, Field Service Lightning).Technical background in relevant equipment or systems serviced by your organization.Experience with inventory/parts management and vendor coordination.Certifications: ITIL Foundation or equivalent service management certification.Core Skills:Remote leadership and team developmentSalesforce Service Cloud configuration & reportingSLA management and escalation handlingRemote customer communication and stakeholder managementAnalytical reporting and continuous improvementProcess documentation and knowledge managementWorking Conditions:No travel to customer sites. Occasional after-hours or on-call incident handling may be required.To Apply: Submit resume and brief cover letter highlighting field service management experience and Salesforce Service Cloud expertise.
Worksite address
saint paul, MN, 55114, US
Who can apply
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