A Day in the Life of a Field Service Manager at RDO Equipment Co.

Field service managers at RDO are the counterpart to the service managers in their store/region.  Where service managers oversee a team of technicians who repair customer equipment from the shop, field service teams are dispatched to perform repairs/jobs in surrounding areas — sometimes multiple times per day.  Here’s a list of some field service manager responsibilities: Oversee the day-to-day management of six to eight field service technicians. Assign jobs to field service technicians according to their skills, location and knowledge. Own the management responsibility relating to hiring and performance management of my team. Manage the work order process. Follow and understand our manufacturer partner’s guidelines, processes and expectations. Review and approve daily team member timecards. Manage customer relationships by seeking feedback, anticipating problems and responding. Respond to team member issues and concerns. Review and process all repair work orders for accuracy and completeness — focusing on parts, materials and labor. Facilitate employee meetings, including annual reviews, one-on-one meetings and quarterly Career Path Level (CPL) meetings. Effectively utilize company provided tools, i.e. Work Order Scheduler, Ewalk, Precise, DTAC, Service Advisor, Service Advisor Remote, etc Handle warranty claims, including calculating charges and partnering with the Central Warranty Department on claims. Ensure appropriate communications throughout the store by facilitating/participating in monthly open-book meetings, conducting regular team meetings, encouraging an open-door policy and proactively seeking feedback from team members. Lead and manage all activities related to ensuring the customer experience is positive.