| Detail | For this role |
|---|---|
| Department | Telecom and Field Services |
| Level | Manager |
| Reports to | Head of Field Operations |
| Direct reports | Field Engineer, Field Technician, Installation Technician |
| Experience | 6 to 10 years in telecom field service with supervision |
Field Service Manager job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Field Service Manager
Department: Telecom and Field Services
Reports to: Head of Field Operations
Location: [City], [office, branch or site]
About the role
A Field Service Manager runs the field crews that install, maintain and repair telecom equipment in an area, keeping faults resolved within the service level. The role reports to the Head of Field Operations. A good field service manager schedules crews to clear faults fast, lifts first time fix, keeps technicians safe and productive, controls spares and travel cost, handles customer escalations, and makes sure every installation and repair in the area is done right and closed on time so the network and the customers stay served.
Key responsibilities
- Schedule and dispatch field crews to installation and fault jobs across the area.
- Keep faults resolved within the service level and chase the ones at risk.
- Drive first time fix so technicians do not have to revisit jobs.
- Keep technicians safe with training, equipment and safe work practices.
- Manage spares and tools so crews have what a job needs.
- Control travel, fuel and spares cost for the field team.
- Handle customer escalations on delayed or repeated faults in the assigned area.
- Plan shifts and on call cover so the area is never left uncovered.
- Track technician productivity and job quality and coach the weak ones.
- Report field performance and pending jobs to the head of field operations.
Requirements
- Diploma or degree in electronics or telecom engineering
- Experience in telecom field service
- Knowledge of field safety and equipment
- 6 to 10 years in telecom field service with supervision
KRAs and KPIs for a Field Service Manager
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Service level | Faults resolved within the service level above the agreed level |
| First time fix | First time fix rate held above the agreed level |
| Productivity | Jobs completed per technician above the agreed target |
| Safety | Reportable safety incidents in the team kept near zero |
| Cost | Field travel and spares cost held within the budget |
| Escalations | Customer escalations closed within the agreed time |
Skills and tools
Tools used day to day: Field service management software, Ticketing tools, GPS and workforce apps, MS Excel, Inventory systems.
Reporting line and career path
Next roles: Head of Field Operations, Circle Operations Manager, O&M Manager
Interview questions for a Field Service Manager
- How do you schedule crews to clear faults within the service level?
- How do you lift first time fix so technicians stop revisiting jobs?
- How do you keep technicians safe at height and on the road?
- How do you control spares and travel cost for the field team?
- How do you handle a customer escalation on a repeated fault?
- How do you plan on call cover so the area is never uncovered?
Managing a Field Service Manager in ZeniaHR
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What does a Field Service Manager do?
A Field Service Manager runs the field crews that install, maintain and repair telecom equipment in an area. They schedule and dispatch crews, keep faults resolved within the service level, drive first time fix, keep technicians safe and control cost. They handle escalations and keep the area served.
What is the difference between a Field Service Manager and a Field Engineer?
A Field Engineer does the hands on installation, commissioning and fault work at sites. A Field Service Manager runs the team of engineers and technicians: scheduling, service levels, safety, cost and escalations. The engineer fixes the network; the manager runs the field operation for the area.
What skills does a Field Service Manager need?
The role needs strong field crew scheduling and fault management, the drive to lift first time fix, and firm safety and cost control. Add spares management, customer handling and team leadership, since the manager keeps a wide area served safely and within budget while meeting service levels.