Customer Support & Field Service Manager
Location: Maryland Heights, MO (Onsite)
Job Type: Direct Hire
Salary: $85,000–$95,000 annually
We are seeking a Customer Support & Field Service Manager to lead our client’s customer-facing support and field service operations. This role is responsible for delivering high-quality technical support, improving service processes, and developing a high-performing team. The ideal candidate brings strong leadership experience, a data-driven mindset, and a passion for delivering exceptional customer experiences.
Key Responsibilities
• Lead and develop customer support and field service teams to consistently meet or exceed service-level agreements (SLAs) and customer satisfaction goals
• Oversee daily support operations, including virtual troubleshooting and field service coordination
• Implement and optimize processes, KPIs, and reporting to improve efficiency and visibility
• Analyze customer feedback and service data to identify trends and drive continuous improvement
• Manage technician scheduling and logistics to ensure timely and effective service delivery
• Ensure accurate tracking of all activities within the CRM system (Salesforce or similar)
• Partner cross-functionally with Sales, Engineering, and Production to resolve issues and enhance service delivery
• Coach, mentor, and develop team members to support professional growth and performance
• Oversee third-party service providers to ensure quality and customer satisfaction standards are met
• Support warranty and customer concession decisions aligned with company policies and budget
• Maintain compliance with all site and travel requirements, including occasional international travel
Qualifications
• Bachelor’s degree in Business, Engineering, or a related field (or equivalent experience)
• 3–5+ years of leadership experience in customer-facing technical support or field service
• Experience in industrial, manufacturing, or construction environments preferred
• Strong analytical and reporting skills with the ability to drive decisions using data
• Proven track record of improving customer satisfaction and operational performance
• Experience with CRM systems; Salesforce preferred
• Excellent communication and cross-functional collaboration skills
• Strong organizational and problem-solving abilities in a fast-paced environment
• Valid driver’s license with a clean driving record
Preferred Experience
• Salesforce experience
• Experience building or scaling field service teams
• Exposure to construction, building services, or related industries
What’s Offered
• Competitive salary ($85,000–$95,000)
• Opportunity to lead and grow a critical function within the organization
• Collaborative, professional work environment with strong team culture
• Career development and advancement opportunities
• Comprehensive benefits package
This is an onsite role based in Maryland Heights, MO, with occasional travel (including potential international travel).
