About this opportunity
Optomec lists this Support Manager opportunity in saint paul, Minnesota. Review the employer’s description below for duties, qualifications and application requirements.
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
Review the original listing for work authorization, qualifications and employer requirements.